Viewing Emails
Email activities are displayed in the Main tab of the Inbox. Depending on the way the system is configured, agents may be able to view the content of the incoming email in the text box in the Reply pane, or in the Activity 
pane. Some of the information a customer may share with the agent (birth dates, credit card numbers, etc.) can be masked to maintain confidentiality.
The subject field of the email indicates what the email is about. If the activity belongs to a case, it also contains the Case ID to which the activity belongs. When an agent sends an email to the customer the system automatically adds the Case ID to the subject of the email. It is recommended that the agent use a subject that is concise and informative.
To view an email:
-
In the Main tab of the Inbox, select the activity.
-
The Reply pane and the Activity pane refresh to display the contents and details of the email activity. Depending on the resolution of your desktop, you may need to click the Activity Body tab in the Activity pane to view the content of the email.
-
If the system is configured to send self-service transcript for email escalation, the transcript is also visible in the Reply pane. This transcript provides a look at the customer’s journey on the self-service portal before contacting the agent. It shows the events and actions of the customer and allows you to serve the customer better.
You can also view self-service email escalation transcripts of an email activity in the Activity Body tab under the Activity pane.
-
If there are any attachments, the Attachment icon is displayed in the Inbox. To download the attachment, navigate to the Activity Body tab of the Activity pane and click the attachment file.
Note that the system replaces any special characters, like &*,$, % etc., in the file name of attachments with an underscore before it is displayed in the inbox. For example, a file named info&feedback.doc is renamed info_feedback.doc.
Related Topics