Emails, Tasks and Action Items

Email queues are used to dispatch customer emails, tasks, and action items.

In the Home, Picklist, Conversation, and History views:

• emails are marked with the icon
• tasks are marked with the icon
• action items are marked with the icon

In the My Statistics view all these conversations are marked with the email icon.

You can use reply templates when writing emails. For more information, see Reply Templates.

You can add internal notes, for example if you need to transfer the conversation, or if it is related to another conversation.