Manage email conversations

Reply to an email conversation

Once an email conversation is assigned to you, the request popover displays the customer name, email, and queue name. The timer indicates the time that has elapsed since you received the email conversation.

If you receive a new email while replying (to an email), a banner message appears that says View all messages. The new email is shown in blue at the top of the thread.

Before you begin

You must be in the Available state to receive requests. If you are in the RONA state, you must manually change your state from RONA to Available.

1	Click Accept in the request. The request opens in the compose box, and an interaction pane is displayed.
2	Click to view the email body and the following options: Reply—Select this option to respond to the sender only. When you Reply to an email, the To and Subject fields are autopopulated and can’t be edited. Reply All—Select this option to respond to all recipients. When you Reply All to an email, the To and Subject fields are autopopulated and can’t be edited. The Cc field gets prepopulated with the original Cc of that email. You can add or remove email IDs in the Cc field. You can also hide the Cc field, if needed. Forward—Select this option to send it to a new recipient. When you Forward an email, the Subject field is autopopulated. You can add or remove email IDs in the To and Cc fields. The email body gets populated with the latest email in the composer.
3	(Optional) Click Cc to send a carbon copy of the email to more recipients.
4	Compose the email in the email body.
5	(Optional) Attach a file or use message templates.
6	(Optional) Trigger a workflow.
7	Click Send or press Enter on your keyboard.

Transfer an email conversation

If an email is misclassified or you can’t resolve a customer’s question and want to escalate the email request, you can transfer the email request to another queue.

Before you begin

You must accept the request before you can transfer it.

Click Transfer.

The Transfer Request dialog box appears.

Select a queue from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the email request.

You can't transfer an email to a specific agent or supervisor.

Click Transfer.

The transfer request is initiated, and the Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.