Multi-session Email: Customer email not found

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Multi-session Email: Customer email not found

Problem Summary When an agent clicks the tab for an email contact or clicks the Send button to send an email reply, an error appears on the Finesse desktop that states the email was not found or it may have been deleted.
Error Message
  • Customer's email was not found. Contact your system administrator.
  • Unable to retrieve customer's email. It may have been deleted. Contact your system administrator.
  • Unable to reply to customer's email. It may have been deleted. Contact your system administrator.
Possible Cause

The email contact that Finesse is trying to get or send cannot be found on the Exchange server. Possible causes include the following:

  • The email contact may have been deleted from the Exchange server.
  •  The configured Exchange mailbox folder may have been renamed or deleted.
Recommended Action
  1. Check the SocialMiner logs for errors to determine the cause of the issue.
  2. Check the Exchange Server to see if the folder configuration has changed or if the email contact has been deleted. 
Release Release 10.6(1)
Associated CDETS # None


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