Queued emails will continue to be routed until the agent’s max occupancy is reached.
Once you have accepted all emails, clicking the Home tab within an email will take you back out to allow you to view all emails in your queue.
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Click either Reply or Reply All to reply to the email.
Manually type the reply or use one of the pre-populated quick replies and click ‘Send’
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Manual Reply
Type the reply above the line
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Quick Reply
Clicking on the Quick Reply option opens up a list of the pre-populated quick replies. Select the one most appropriate, per SOP
Enter the required information into the blank fields in order to continue:
Populate the contact (Name field) with the customer
IMPORTANT - if there is an associated case, relateit to the email record
IMPORTANT - if this is an installer complaint, relate it to the customer, the installer, and the case by adding the installer to the name field along with the customer AFTER disposing the interaction per SOP
Dispose the email
Leave Disposition notes
If the task record is related to an actual contact (not an Org), then a summary of the interaction will suffice, otherwise refer to the disposition notes SOP.
Sending an outbound email
Steps
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Click the ‘New’ icon and select ‘Email’
Select the appropriate outbound email skill
Homeowner OB for any homeowner related communication
Including cancellations and complaints where the installer is copied on the email
Installer OB for software support related communications
Click ‘Create’
Navigate to the customer’s contact record and copy and click on the Contacts field. From there, right click on the email address and select copy email address. Then paste the email address into the ‘To’ section
If there are additional recipients needed (per SOP), add their email addresses to the ‘CC’ section
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Add a subject to the email (per SOP)
Type the reply in the Message box
Click ‘Send’ to send the email
Populate the contact (Name field) with the customer
IMPORTANT - if there is an associated case, relateit to the email record
IMPORTANT - if this is an installer complaint, relate it to the customer, the installer, and the case by adding the installer to the name field along with the customer AFTER disposing the interaction per SOP
Dispose the email
Leave Disposition notes
If the task record is related to an actual contact (not an Org), then a summary of the interaction will suffice, otherwise refer to the disposition notes SOP.
