You do not answer every email in one go. You can park it, pass it on to someone else or close it without a reply.
Parking and continuing later
To private pool puts the email aside. The Agent saves your draft with recipients, subject, checked attachments and comments, and the email is then set to Parked. Your slot for emails becomes free, so you receive new ones again.
- Parked emails remain in your private pool, even if you log off and log in again.
- If the customer writes again in the meantime, their message is added to the parked email.
- In the list in the Conversations module, your parked emails have a turquoise background, with your name in the Agent column.
You can only continue a parked email by double-clicking it in the Conversations module. It is then immediately Connected again, and your draft is exactly as you left it. For this, your profile needs the Show conversations overview permission, and you must still have room for another email; otherwise the Agent reports No additional conversation possible. You cannot continue a colleague’s parked email — only a supervisor can do that.
To a colleague or a skill
You pass on emails just like calls — with a double-click in the Agent transfer and Skill transfer modules, see Transferring and consultation calls. Your draft and your comments go with the email.
- To a colleague: The email goes to their private queue. If they do not accept it within the time the administrator has set for this, it returns to normal distribution.
- To a skill: The email goes to the skill’s queue — unlike a call, even if the skill is currently closed or nobody is logged in.
Forwarding to an external address
If someone outside the contact center is to receive the email — for example a specialist department with its own mailbox — click Forwarding. Enter the addresses under To, Copy and Blind copy, separating several with commas, and confirm with OK.
What is forwarded is the customer’s email as it is, with its attachments — not your draft. Once it has been sent, the conversation is over for you. If sending fails, it stays with you.
Returning
Reject returns the email to the queue so that another agent receives it. Your text is lost. As with rejecting a ringing conversation, this counts as a conversation not accepted — see Automatic changes.
For an email that you started yourself, Reject deletes it together with its draft.
Closing without a reply
Close and mark as send ends the email without a reply going out and marks it as done — for example when a customer says thank you and nothing more needs to follow. The email is not distributed again.
Spam and blocked senders
You cannot delete an email in the Agent. myContactCenter filters out obviously unwanted messages beforehand: it moves them to the spam folder of the mailbox, for example if the address of your mailbox is only in copy. It ends emails from blocked senders immediately. Neither reaches you.