Master Page
About Emails
Emails are electronic communications sent between agents and customers that behave like mail, allowing both agents and customers to send and respond to messages when convenient. There are the following channels of email communication in the application.
- Inbound emails: Emails received by the company from customers.
- Outbound emails: Emails sent by agents or the system on behalf of the company to customers.
- Secure messages: Messages that function as emails, but never pass outside the secure network of the application. For more details, see Converting to Secure Message.
An email activity is created for each email that enters or leaves the system. Separate activities are also created for emails that go through supervisory loops that allow supervisors to review outbound email.
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