Sending outbound emails
- Real-time and reporting statistics are not available for outbound email activity at this time. We recommend instead that agents put themselves into Busy/Make Busy, with an ‘Outbound email’ Reason Code applied, when drafting outbound emails. Make Busy reports and real-time queue statistics will then display time spent drafting outbound emails.
- If contact centers use preferred agent routing, we recommend that agents do not adjust case and ticket numbers in email subject lines. Removing or otherwise altering case and ticket numbers in subject lines can interfere with preferred agent routing.
Outbound emails in progress are housed in the Inbox, marked as 'Draft'.
By default, the maximum file size for emails, including attachments, signatures, and images, is 25 MB.
Queue signatures are automatically inserted in outbound emails, if signatures are configured for the queue. Queue signatures are inserted each time a queue is selected as the ‘From’ address.
If you are permitted to use personalized signatures in outbound emails, see "Applying personalized signatures to emails".
Agents can perform common email functions when sending outbound emails, including inserting images, attachments, and applying reply templates to email drafts. See the appropriate topics in this guide for applicable procedures.
Outbound email functionality supports preferred agent routing, to enable ongoing interactions between agents and email recipients.
- Send outbound emails
- Discard outbound emails in progress
- Search for outbound emails
- Click Contacts.
- If the email destination is not a recent contact, type the email address in the Search field.
- Hover over the appropriate address and click the Email icon. For emails to agents, a colored dot on the avatar indicates its availability.
The system checks if the selected contact is associated with any open cases and if there is an existing open case, the Reusable case found dialog is displayed with the details of the most recent open case for that contact. You can view the case information such as Case ID, subject and the email body and decide if you want to reuse the existing Case ID for this email. To reuse the Case ID, click Yes, else, click No.
Note:If you do not wish to search for reusable cases in future, click the Disable searching for reusable cases in the future check box. You can enable or disable the option to search for reusable cases on the Options > Customization page.
- In the new draft, click From… and select an email queue.
Note:
Queue signatures are inserted each time a queue is selected as the ‘From’ address. Agents are responsible for deleting non-applicable queue signatures from outbound email drafts.
- You can alternatively search for contacts and their associated email addresses by clicking the To:, CC:, or Bcc: buttons. In the Contacts dialog box, select the required contacts, the email address are auto-entered in the appropriate fields.
- Type the email’s contents and click Send.
Note:
If Contacts is open, click Contacts again to close the window and expose the desired controls.
To discard an outbound email in progress
If Contacts is open, click Contacts again to close the window and expose the desired controls.
- Click Inbox and select a draft or hover over the item avatar and click Discard.
- Click History and select Sent.
- In the search field, type keywords over the ghost text.
See "Performing keyword searches" for detailed search information and procedures.