Once you have accepted the email, the reply is already prepared. You write in the Reply area, add boilerplates and attachments if necessary and click Send.
The prepared reply
- Email addresses contains the sender of the email. Cc addresses and Bcc addresses are empty; the Agent does not carry over recipients in copy.
- Subject is the customer’s subject, without “RE:”. When sending, myContactCenter appends the ticket number so that the customer’s next reply ends up in the same conversation again.
- If the administrator has set up a default template for the skill and channel, it is already in the reply field — for example with a salutation, the quoted message and a signature.
- If someone has parked the email or passed it on before, the Agent loads the saved draft with all its details instead.
Separate several addresses with commas. The Agent checks the addresses as you type and reports No valid separator, use comma, No valid email addresses or Sending to internal system mailboxes is not permitted. As long as there is an error or the subject is empty, Send and Close and mark as send are locked.
Insert original message in the Attachments group inserts the customer’s message into your reply at the cursor position. You do not choose the sender address yourself: the reply is sent from the skill’s mailbox.
Boilerplates
To the left of the reply are the boilerplates that the administrator has enabled for this skill and this channel — in the language of the email. The better a boilerplate matches the customer’s text, the higher up it appears and the stronger its green background.
- Place the cursor at the right position in the reply.
- Double-click the boilerplate.
- Placeholders in square brackets, such as “[Contract number]”, are requested by the Agent in the Custom values window. With Cancel, it inserts nothing.
- Placeholders in percent signs are filled in by the Agent itself, for example “%AGENTNAME%” with your name, “%SKILL%” with the skill or “%LANGUAGE%” with the language. Every visible row of the attached data is also available as a placeholder.
If the language of the conversation changes, the list adapts.
Attachments
The Attachments drop-down list shows the customer’s attachments and your own, each with a check box and file name. The number on the icon shows how many there are.
- Opening: Clicking the name opens the file with the program that Windows provides for it.
- Sending along: The customer’s attachments are only sent along if you select their check box.
- Your own files: Add opens the file selection; you can add several files at once. New files are checked; if you clear the check box, the file disappears from the list again.
- Size: Each file may be no larger than the administrator has specified, 5 MB by default. The Agent rejects larger files with Email attachment is too big.
Images that you insert into the text are sent along embedded.
Spelling and comments
The Agent checks the spelling as you write, using the dictionary for the language of the email. Unknown words are marked; right-clicking one offers suggestions. If the administrator has not stored a dictionary for the language, no check takes place.
You can add a comment to a selected passage — via the context menu or the Review tab. Comments are notes for colleagues and supervisors: they are kept when the email is parked, passed on or reviewed, but they are not sent to the customer.
AI assistance
If the administrator has switched on the preview features, the context menu in the reply and in the original message offers AI text transformation: elaborate on a text, shorten it, summarize it, explain it, change its tone or style, proofread it, translate it or carry out an instruction of your own.
Sending
Click Send. The email disappears from the module, and you are free for the next conversation. myContactCenter
- saves your reply in the ticket,
- appends the ticket number to the subject,
- translates the reply into the customer’s language if you read the email in translation,
- sends it via the skill’s mailbox and files it there with the sent messages.
If the reply field is empty, nothing happens when you click. If sending fails, myContactCenter tries again every two minutes, and the email is set to Sending answer pending. You do not need to do anything; the administrator is notified.
When a supervisor reviews your replies
Your profile can specify that a supervisor reads your replies before they are sent; a supervisor can also switch this on themselves — for all your emails or for a single one. Send is then called To review, Close and mark as send is missing, and Reject is only available for emails that you started yourself.
- Click To review. The Agent saves your draft with attachments and comments, and the email goes to a supervisor. Until a supervisor accepts it, it is set to Wait for review.
- The supervisor reads, changes or comments on the reply and sends it — or returns it to you.
- A returned email comes only to you and rings like a new one. Once you have accepted it, it is set to Correcting, and you see the supervisor’s changes and comments.
- Revise the reply and submit it again with To review.
How the supervisor proceeds is described in Reviewing emails.