Each time an email is received from a particular email address, it is added to the History. Each email will trigger a new script run, whether or not a previous email has already done so.
Email History View
Choose between Full or Current. Current shows the email that triggered the current script run. Full shows all emails to and from the email address for the email that triggered the current script run.
The email panel allows the user to reply to or forward the current email. Whether or not the history is shown in the main email window is a factor of whether or not the sender included it in their email. Use the Email history view to view previous emails in the thread where this has not been included by the sender.
The script panel shows the script associated with the mailbox being monitored. Information from the script can be copied and pasted, or dragged and dropped into relevant fields, or the script fields completed by the agent as per any other script. The script itself denotes whether or not any further actions will be taken as the result of receiving an email.
