Replying to emails

Once an email is in the Inbox, agents can write and send a response. Agents can reply to the email’s sender only, reply to all email recipients, insert additional addresses in their email’s To: field, and, if enabled for the email queue, select a From address from one of the email queues they handle. Agents can also copy and blind-copy other email addresses on replies.

Note:

When replying to an email, you can select the Paste as Text button to paste the content into the email message as plain text. When you click Paste as Text for the first time, Ignite displays the message, “Paste is now in plain text mode. Contents will now be pasted as plain text until you toggle this option off. The latest state of the toggle button is saved to your profile.

Formatted URLs entered by agents in email responses will become links when the agent sends the email reply.

Note that, by default, the maximum file size for emails, including attachments, signatures, and images, is 25 MB.

To reply to an email:
  1. Click Inbox and select an email or hover over the item avatar.
  2. Click Reply and select either Reply or Reply All.
    Note:

    If the email to which you are replying has an existing draft, the To:, CC:, and BCC: fields are cleared and refilled with the default addresses based on the reply type selected.

  3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the appropriate fields. Separate multiple addresses with semi-colons.
    Note:

    If you want to initiate an email to multiple customers without manually entering the addresses, select the interaction in Inbox, in the preview pane, click Participants tab, click the avatars of the desired contacts, a check mark is displayed against the selected contacts, now click the email icon next to the Contacts Selected text. A new draft with all the selected customer email addresses in the To field is initiated.

  4. If enabled for this queue, you can select a different From address by clicking From and selecting the email address.

    By default, From is set to the email address of the last queue the email was handled from.

  5. Type the email's contents and click Send.
Parent topic: Handling emails in Ignite
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