Handling emails in Ignite

Handling emails in Ignite mirrors common email client behavior, offering agents and supervisors a familiar and user-friendly environment. Ignite supports both HTML and plain text emails.

Note:

Removing or otherwise altering case and ticket numbers in subject lines before handling emails can interfere with preferred agent routing. Agents should contact their supervisors or system administrators before editing case and ticket numbers in email subject lines.

The following explains how to
  • Preview emails
  • Preview drafted content for emails in queue (DESKTOP)
  • Pick emails out of queue
  • Reply to emails
  • Forward emails
  • Add attachments to emails
  • Insert images in emails
  • Preview and save attachments
  • Transfer emails to internal and external destinations
  • Decline emails
  • Mark emails as ‘No Reply’ and ‘Junk’
  • Place emails on hold and retrieve emails from hold
  • Transition to alternate interaction types
  • Correct spelling in email responses
  • Create personal reply templates
  • Apply personal reply templates to emails
  • Apply reply templates to emails
  • Apply personalized signatures to emails
  • Apply quick reply templates to emails
  • Reroute Failed emails
  • Handle oversized emails
  • Handle bounced emails
  • Send outbound emails
Note:

DESKTOP - To complete the following procedures, you must be in Ignite’s My Folder’s View.

Parent topic: Handling Active and Ongoing Interactions
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