About Replies
The Reply pane toolbar contains the following buttons. Note that the buttons available here differ based on your permissions and the type of email activity you have open.
|
Use |
To |
|---|---|
|
Secure Email button [when attachments are present] |
Converts the reply into a secure message. Click the button again to convert the reply back into a regular message. |
|
Reply button |
Select the type of reply to be sent. Reply types are Reply, Reply all, Forward and Redirect. If the activity has been completed and the case is closed the Reply button can be used to reopen the case and create a new activity. The reply types of a completed activity are Reply, Reply to All, and Forward. |
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Send and complete button |
Send and complete the activity assigned. The reply is sent out and the state of the activity is set to Complete. Not available for emails that have been reassigned by supervisors. |
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Solve button |
Initiates Solve for the activity. Depending on how your system has been configured, this may launch the Solve portal in the KB pane and run a search for the activity's subject. |
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Resend in the More button |
In the unlikely event that an error occurs and the reply is not sent for the activity upon completion, this button can send the response again without reopening the case. |
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Resubmit button |
If an activity is rejected by a supervisor, as part of the Outbound Email Review workflow, you may need to modify your reply and resubmit it using this button. If the supervisor accepts the reply, it is sent to the customer. If your original action was a Send and Complete, the activity is closed. If your original action was Send, the reply is sent, but the activity is not closed. |
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Save in the More button |
Save the mail as a draft. |
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Attachment in the More button |
Attach a file to the reply. |
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Send in the More button |
Send the reply. |
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Complete in the More button |
You can use this button if you have completed the activity assigned to you and no email is to be sent to the customer. If there are other open activities that belong to the same case, you are prompted to complete those activities and close the case. |
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Notes in the More button |
Add a note to the activity. |
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Transfer option in the More button |
Transfer the selected activity to a user or a queue. |
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