Previewing emails
If administrative configurations permit, agents can preview interactions before picking them out of queue or handling them.
The following explains how to
- Preview emails in queue
- Preview emails in the Inbox
To preview an email in queue
- Click Queues and select a queue.
- Select an email to preview.
To preview an email in the Inbox
- Click Inbox and select an email to preview. In addition to handling options, you can quickly access the case details, notes, calls, all the participants of the case, and other cases from the same customer. This can save time when you are interacting with a customer.
To preview emails in Cases
- Click Cases and select the email to preview.
↑