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 elapsed since you received the email conversation.

You receive a sound notification for new messages (on an existing conversation) on the Agent Desktop.
If you receive a new email while replying.
- A banner message appears above the Email widget that says, View all messages to take further action. The new emails appear in blue at the top of the thread. Once you view all the messages of this thread, the blue highlight and the banner message disappears.
- A banner message below the Email composer says that You are not responding to the latest email in this conversation. The banner disappears when you respond to the same thread or move to another message thread.
When an administrator deletes an asset, the application interrupts the conversation and displays an alert message on the Agent Desktop. The application doesn’t allow you to continue the conversation, so you must end it.
When replying to an email, the sender's email signature in the quoted section is displayed in a table grid, which may alter its original formatting.

When you pause an interaction, the application preserves the draft message. When you resume the interaction, you can continue editing the draft before sending it.

The queue pause time-out is configured by the administrator in the queue settings. The maximum number of paused interactions an agent can hold is configured in the agent's Multimedia Profile.

Before you begin

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

Click Accept in the request.

The request opens in the compose box, and displays an interaction pane.

To pause and resume an interaction, do the following:

To temporarily stop working on the interaction, select Pause interaction. The interaction moves to the Paused list, and any draft message is preserved.

While the interaction is paused, it does not use your active interaction capacity.

To continue working, open the Paused list, select the interaction, and select Resume. Resuming restores the interaction controls available for the channel, such as Reply, Transfer, and End.

If the customer responds while the interaction is paused, the system attempts to route the response to the last agent who handled the interaction. If that agent is unavailable, the interaction returns to its originating queue.

Click Image is of icon to click to view email and take actions 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 get autopopulated and you can’t edit them.
Reply All—Select this option to respond to all recipients. When you Reply All to an email, the To and Subject fields autopopulate and you can’t edit them. The Cc field gets prepopulated with the original Cc of that email.
You can select Bcc to add email IDs in the Bcc field. You can add or remove email IDs in the Cc and Bcc fields. If needed, you can also hide them by selecting the Hide option.
Forward—Select this option to send it to a new recipient. When you Forward an email, the Subject field autopopulates. You can add or remove email IDs in the To, Cc, and Bcc fields.

(Optional) Click Cc and Bcc to send a carbon copy and blind carbon copy of the email to more recipients.

You can't reply to an email address configured as an asset.
When you Reply to or Forward an email conversation, the application loads the entire email thread in the composer, separated by a line. The line serves to distinguish the original email from your response or forward.
When you Reply All to an email, the application retains the email addresses in the To field. You can add or delete additional email addresses in the To field.
You can delete the other email addresses in the To field except for the primary email address.

You can delete the other email addresses in the To field, including the primary email address.
You have the flexibility to edit the contextual history of the email thread and apply rich formatting styles available for the widget as needed.
The application adds the prefix with either RE: (for a reply) or FW: (for a forward), depending on the action you perform. These prefixes indicate the nature of the email.
When an email contains a prefix, the application retains it and avoids adding duplicate prefixes to the subject.

Compose the email in the email body.

When you compose a message but don't send it, the application saves it as a draft. You can easily access these drafts from the composer.
Moreover, when you transfer a conversation with a draft, all agents involved can access and review any saved drafts from the previous conversation.
If the administrator enables Mask customer sensitive data on Agent Desktop User Interface (UI) setting for the Desktop application, then the application masks Payment Card Industry (PCI) data such as Credit Card, International Bank Account, and Social Security Numbers from the conversation.
Moreover, the application masks Personal Identifiable Information (PII) - Email IDs and Mobile Numbers on the Agent Desktop.
You can view inline images in inbound emails and in quoted email history directly in the Email widget when the images are available for rendering.
When you reply to, reply all to, or forward an email, you can paste inline images into the composer, resize them, and delete them before sending.
Inline images used in supported email templates render with the rest of the email content in the thread and composer.
If the application can't render an inline image, it displays a placeholder with the file name instead of the image.
An inbound email containing inline images appears as attachments on the Agent Desktop. If administrators enable the PCI scan, the system blocks the images on the Agent Desktop.
Emails that contain inline images with Content-ID (CID) references do not render on the Agent Desktop and may display as broken thumbnails. This limitation applies to inline images and signatures with logos but is not limited to them alone.
The maximum character limit for an email is 500k which includes both the previous email thread and the current reply. If a draft email exceeds this limit, the application displays a warning message on the screen and disables the Send button until you rephrase the message.

Table 1. Example
Before masking	After masking
+ 1 (123) 456 7890	**********7890
+447966197542	*********7542
melissa@gmail.com	m******@gmail.com

Table 2. Sensitive data masking
Section	Fields covered
Task Pane	Title - Contact Origin - Inbound
	Title - DNIS (Entry Point) - Outbound
	Message Preview - Numbers, Email ID, Credit card, SSN, and International Bank Account details.
Notifications	Toaster Notifications - Email ID
	Popover Notifications - Contact Origin - Inbound
	Popover Notifications -DNIS (Entry Point) - Outbound
Interaction Pane	Title - Contact Origin - Inbound
Interaction Pane	Title - DNIS - Outbound
Digital Media Pane	Message Accordion - External Email IDs
Agent Interaction History - Task Brick	Title - Contact Origin - Inbound
Agent Interaction History - Task Brick	Title - DNIS - Outbound
CAD Variables	System Reserved CAD Variables - Contact Origin - Inbound
CAD Variables	System Reserved CAD Variables - DNIS - Outbound
Conditional Masking: If the Customer Name is set to Mobile Number, the application masks it on the Agent Desktop.

(Optional) Attach a file or use message templates.

When you forward an email to other recipients, the widget loads the existing attached files by default. If any attachments drop, the desktop displays an alert to notify agents, as the application can't forward such attachments.
When you reply to an email, choose a template, and switch to another thread. The application saves the message as a draft.
When you visit the old conversation thread and choose a new template, the application retains both templates in the composer, with the latest on the top.
When you reply all to an email and choose an unlocked template, the application displays it in the composer. Selecting another unlocked template replaces the first one.
When you select a locked template while replying or forwarding an email, the application locks the entire email thread. It prevents you from editing the historical thread and the reply. The application returns to regular behavior when you switch to an unlocked template.

(Optional) Trigger a workflow.

Click Send.

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.

Choose one of the following:

Queue—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.
Agent—Select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents.

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.

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Reply to an email conversation

Transfer an email conversation

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