Issue: The customer contacted the a Call Center and a service request # was created. From this service request an outbound email was sent using the Email option from the left hand navigation.
The issue is that this email that was sent is not being captured in the audit trail of the customer.
When we look at the interaction record, we do not see this email content, therefore there is no reporting on this to understand what the content of the email was about.
We need to figure out why sometimes these emails are not getting saved in the audit trail of the interaction. The screenshots below just show the result list from the interaction history and also the last interactions on the customer.