Cannot process INBOX email

[Former Member]

Hi All.

We have setup the IC WebClient Agent Inbox through the WS14000164 workflow, and we can see the email in the IC Inbox.

However, when we click in the link in the column 'Main Category', the following error is shown: "Cannot process INBOX email; profile uses email with Agent Inbox the email provider"

Somebody knows the reason of the error?

Thanks in advance!

[Former Member · Accepted solution]

What happens if you choose the Interact button after selectign the email? that should be how to generate the interaction record.

[Former Member · Accepted solution]

The problem was solved. There was a wrong configuration in the customizing.

Thanks,

Julio Caesar

[Former Member · Accepted solution]

Hi Julio

How you solve the problem. Please share.

Thank you

[Former Member · Accepted solution]

I got it. It's the email profile in business role.

[Former Member · Accepted solution]

This fixed the issue.

Thanks.

Cheers

[Former Member]

Hello Guys,

I am a solution manager consultant configuring ERMS for a customer.

I am facing the same error when i click in the link in the column 'Main Category'

"Cannot process INBOX e-mail; use e-mail profile with Agent Inbox as e-mail provider" .

Could you please help me fix this as there is no resolution provided on this.

Awaiting your response.

Cheers

[former_member193634]

Hello,

Please check the email profile configured for your business role.

The customizing is here :

Interaction Center WebClient->Basic Functions->Communication Channels->Define E-Mail Profiles

E-mail provider should be set to "2 Agent inbox" to your email profile.

Your profile should then be assigned to your business role : function profile EMAIL.

See if it fixes your issue.

Best regards,

Sylvain

[Former Member]

Hello Sylvian,

I checked that and all the assignments are correct.

The issue was with the Email profile in the Business role.

This fixed the issue.

Thanks.

Cheers

[Former Member]

HI

can you tell me which business  role?

[Former Member]

Hi Julio,

I found same error in my CRM system. Can you please confirm the steps you have taken to resolve this issue.

Your quick reply will be highly appreciable .

Regards,

Neeraj