I have a quick question regarding eservices licensing.
For email we would require the ics_email_webform_channel license.
However is this only needed for email routing?
Would we still need it if the agents using GAD emailed out manually (using info from ucs contacts)?
ics_xx_webform_channel is just license for agent desktop channel, not business license which allows using of eServices. So, you need standard routing and E-mail bsns license for allow routing email interactions, but without ics_email license you cannot use email channel in AD.