Writing a new email

You start an email to a customer yourself with Create email or from the attached data. You reply to an older email from the Tickets module.

Creating an email

In the Email group, click Create email. A form drops down:

OK or Enter creates the email; Clear resets the form. The skill and language of the last email are preselected the next time.

The new email comes to you immediately, as a conversation of the type Outbound Email. If Accept manual calls automatically is turned on, the Agent accepts it right away; otherwise you accept it like any other. The module then shows the recipients and the subject; you write the text like a reply and send it with Send.

• When creating the email, the Agent drops addresses that are not valid email addresses. So check the recipients before sending.
• The email cannot be sent without a recipient.
• Reject deletes a new email together with its draft.

The Skill list contains your skills for emails, provided your profile allows Qualified conversations. If the selected skill has no mailbox, the Agent reports Skill-Mailbox mapping not available.

From the attached data

If a value in the Attached data module begins with “mailto:”, double-clicking it creates the email immediately, without the form — with the skill and language of the current conversation.

Replying to an earlier email

1. Find the email in the Tickets module.
2. Double-click the email icon in the Transcription column. The Email window shows the message with its comments.
3. Click Reply — or Reply to all so that the recipients in copy also receive your reply.

The Agent creates a new email with the skill, language, subject and ticket of the earlier one; the earlier email appears as the original message. Both buttons are only available for messages that come from the customer.

With Language in the Support group of the Email window, you can have the message translated into one of your languages, provided a translation service is set up.