Replying to E-Mails

  1. To accept an inbound e-mail in an auto-allocation queue, click the Accept or click the notification popup when the e-mail is offered to you.

    Or

    If you are serving in hunt group queues, go to the E-Mail tab page. The e-mails in the queues are listed per queue. To start handling a hunt group e-mail, double-click the e-mail.

    The e-mail is opened on the E-Mail tab page, and the information about the original distribution (From, Created On, To, Cc, and Subject) is showed in the body text area. The time showed in the Created On field is changed from the UTC time to the local client-specific format.

    If you reject an inbound e-mail, it is returned to the original queue.

  2. Enter your reply text either in the text or HTML mode.

    The basic text formatting tools are available in the HTML mode.

  3. To change the sender address of the e-mail, click the arrow at the end of the From field.

    The available sender addresses appear. Your own e-mail address appears in this list if administrators have defined that you can use your own e-mail address in your replies. If you choose your e-mail address, the customer reply is sent to your own e-mail box and not to the Pending E-Mails list in CDT.

  4. To make the body text bigger or smaller, choose the value in the zoom dialog box.
  5. To change the recipient of the e-mail, click To to open the Sinch Contact Center directory or enter the new e-mail into the To field. If you add several recipients, separate them with a semicolon.

    The recipient does not have to be in the Sinch Contact Center directory.

    If the e-mail contains several recipients, they are all included in the reply except the original e-mail queue. (Changed in SP04)

  6. To send the e-mail, click the Send button.

    Or

    Use the shortcut key Ctrl + D (added in SP08).

    The Send button remains disabled until you either change sender or recipient address or click these fields. Changed in 1608.