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Email is not live until August 1, 2024. Until then, use Jira for email communications unless specifically instructed per SOP

Note

NOTE: If you get an email from a customer replying to a previous message being handled by another agent, follow these steps:

Check if the current agent is available in the transfer tool. If they are, transfer the email to the original agent.

If the original agent is unavailable, handle the email yourself. Make sure to reply to the customer and leave a note in the contact's feed, tagging the original agent so they can follow up later.

Steps

Reference

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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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Manually type the reply or use one of the pre-populated quick replies and click ‘Send’

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title	Manual Reply

Type the reply above the line

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title	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

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Enter the required information into the blank fields in order to continue:

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Populate the contact (Name field) with the customer
IMPORTANT - if there is an associated case, relate it 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.

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