Is there anyone currently utilizing the email listener for all their customer email interactions? If yes, would it be possible for me to see an example of it in real-time? I would like to understand if it is actually going to provide any value for my organization. The workflows don’t seem very straightforward. I am trying to cut down on the number of steps it takes for my team to interact with customers, the explanation of how it works I got makes it seem like it might add more complications than necessary.

Follow-up question - Does anyone know what the “inbox” in Alliance actually does? I would have figured the Listener puts emails into the inbox of the owner of the Customer Support ticket, but that doesnt seem to be the case.

Ian