Hi Alder, Good opening! Currently Sinch design is to consider "mark as handled" as solution for agent to get email out from the queue. The thinking is that it requires agent work to check and get rid of the mail, therefore it should be reported like any other conversation. (Conversation is latest word we use to describe all channels). Another aspect is that we received wish that an agent should be able to "re-open" email that has been already handled. That is already available in cloud and will be in FP19 as well. Because of above the decision was to enable "mark as handled", but we are open for feedback and feature request via customer ticket. For this one I expected proper business scenario and explanation why the delete is needed. 'Nice to have' is not enough for a feature request to proceed. *** Few words about your workaround experiences as well. The RI resource for deleting email is indeed designed to manage items in queue, not for items that are in process. If you wish to continue on that path, then I would propose that agent's would mark emails that they would delete somehow and based on that tag you would have back-end application to do the delete. The marking could be script, internal memo or custom extension area that would write something into database for example. With the back-end approach you can 1st check that the email is not in process and only after that delete. Hopefully my brainstorming did make some sense? 😀 BR, Jukka ps. for FP19 content please ping me or ask via support. ETA for FP19 is written to another communicaty posting.
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