Receive and Handle Emails

Added in FP14.

When an incoming email is offered to you, a new conversation appears with the Email icon. When you click on it, the customer name, the queue, and the waiting time, are displayed.

If the browser closes unexpectedly after accepting a conversation, the email will be available when you open the UI again. However, any changes you made are lost.

  1. To accept an incoming email for handling, click the green Accept button. To reject it and return it to queue, click the red Decline button.
  2. The accepted email opens in a new view where you can choose the following functions:
    1. Reply, Reply All or Forward opens the email in the editing view. In replies, the original attachments are not included, but you can include them by choosing Include Original Attachments. To use a reply template, choose the Reply Template button. For more information about reply templates, see Reply Templates.
    1. Mark as Pending sets email in pending status with the current agent as the processor until the email is picked from the picklist.
    1. Mark as Handled closes the email view.
  3. When you choose to forward or reply, you can choose the following functions:
    1. Save saves the changes you made as a draft. The draft is available as long as you send the message, cancel it, or close the view. Saving a draft email will prevent further email allocations until sent or cancelled, and may affect other conversation allocations as well.
    2. Send sends the email to the defined recipients.
    3. Close provides options Yes to set the draft as pending, No to delete the draft or Cancel to continue working on the draft.
  4. Alternatively you can transfer email to another agent or a queue, see Transfer Emails, Tasks and Action Items.
  5. To close the conversation, choose Close. This closes the view.