JOB STORY - Shifting an email conversation to Assistify

[vickyokrm]

Job Story

When a complex customer inquiry is sent to my personal email inbox, I want to discuss this issue immediately with my colleagues so that I can reply quickly with a high-quality response.

Solution / Process

1. User forwards the email to Assistify
2. A new discussion is created and users who are subscribed to the parent channel can join the discussion
3. The members of the discussion can solve the customer inquiry
4. The user sends a reply to the customer by email via the email client.

Acceptance criteria

• Users are able to forward an email to Assistify. It does not matter if the users use the "TO" or "CC" field for forwarding ("BCC" is out of scope).
• Every email which is sent to Assistify creates a new discussion. The parent-channel of the discussion can be specified by the user when forwarding the mail. If the user does not specify a parent-channel, the system uses a global defined default parent-channel. This default channel must be a public one.
• The discussion name is inferred from the email subject.
• Workspace and login information for the first time users must be stored.
• Provide interface for the users to change the Workspace and login information.
• Users shall choose a parent channel before the mail posted to assistify.
• The email text is displayed as first message in a channel.
• Each time a discussion based on an email is created, log the event for usage report.
• The message posted in the assistify must be human readable and formatted.
• All the members of the parent channel must be notified.
• Support for German language.
• Error handling and Validation display in UI.
• Workflow works on BKU.

Nice-to-haves (order = priority):

• SSO Integration for the automated user login.
• Files which are attached to the mail are posted in the chat.