Composing Outbound Emails

You can create new outbound emails for new cases and for existing cases. Depending on your configuration, the following options are available:

• Outbound email for current case: Creates a new outbound mail activity with the same case as the activity you currently have selected in your inbox.

• Outbound email for new case: Creates a new case containing the new outbound mail activity.

When you compose an outbound email, and send the email without completing the activity, the activity is removed from your inbox while the reply is being sent to the customer. Once the email is sent to the dispatcher for processing, the original outbound activity is displayed in the inbox again.

Composing the content of an outgoing email is similar to replying to an incoming email. Many of the same email composing tools are available, including Solve. For more information, see Using Solve.

Creating a New Outbound Email for an Existing Case

To create a new outbound email for an existing case:

1. In the Inbox, select the activity with the case with which you want to associate the new outbound email.

2. In the Inbox toolbar, click the New button.

3. From the dropdown, select the Outbound email for current case option. If you do not have an activity already selected, you cannot create an outbound email with this option. If you have more than one activity selected in the inbox, you cannot create an outbound email with this option.

4. The Reply pane refreshes and you can begin composing your email.

Creating a New Outbound Email for a New Case

To create a new outbound email for a new case:

1. In the Inbox toolbar, click the New button.

2. From the dropdown, select the Outbound email for new case option.

3. In the search window that appears, provide the email address of the customer to whom you wish to send the outbound email. Possible matches to the email address appear as search options.

   

4. Click the Search button.

The search provides a list of matching customers, if there are any. Select an existing customer from the list if it meets your requirements.

If no match is found, the system is configured by default to create a new customer automatically and display the email activity in the Inbox.

4. In the Select Queue window, select a queue you would like to associate with the activity. If you do not wish to assign a queue, you can click the Do not associate this activity with a queue checkbox.

5. Click OK.

6. The Reply pane refreshes and you can begin composing your email.

Related Topics

1. Viewing Emails
2. Composing Responses