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.
- 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.
- The accepted email opens in a new view where you can choose the following
functions:
- 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.
- Mark as Pending sets email in pending status with the current agent as the processor until the email is picked from the picklist.
- Mark as Handled closes the email view.
- When you choose to forward or reply, you can choose the following
functions:
- Alternatively you can transfer email to another agent or a queue, see Transfer Emails, Tasks and Action Items.
- To close the conversation, choose Close. This closes the view.