Items Routed via E-Mail Channel

In Sinch Contact Center, the e-mail channel is used to route the following items:

• Customer e-mails

  Are retrieved from an e-mail server and handled in end-user applications

• Tasks created with Task Management Interface (TMI)

  Are handled in end-user applications

• Action items

  Are E-Mail Response Management System (ERMS) responses or business process push items, such as tickets.

• Embedded Communications Framework (ECF) tasks

  Are Extensible Resource Identifier (XRI) tasks that are handled with widgets in a host application.