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Background: This SOP is designed to instruct and guide support agents on how to manage emails within the CXone platform. Its purpose is to ensure that all agents follow consistent procedures for handling email communications, providing clarity on the appropriate steps to take in various scenarios. This helps maintain efficient and effective support operations, ensuring a smooth and organized workflow.

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

IF

THEN

  • If the system shows the Original agent as Available when transferring

  • transfer the email to the original agent.

  • If the system shows the Original agent is Unavailable,

  • handle the email yourself. Make sure to reply to the customer based on the “Receiving an Inbound Email” procedure below. and leave a note in the contact's feed, tagging the original agent so they can follow up later.

Process:

Receiving an inbound email

Steps

Reference

  • Accept the inbound email

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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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  • Click either Reply or Reply All to reply to the email.

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

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titleManual Reply

Type the reply above the line

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titleQuick 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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Sending an outbound email

Steps

Reference

  • Click the ‘New’ icon and select ‘Email’

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  • 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’

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  • Navigate to the customer’s contact record and click on the Contacts field. From there, right click on the email address and select copy

and

  • 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

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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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Lunches and breaks when on an email interaction

The agent will need to clear their queue in order to go into an unavailable status.

Steps

Reference

  • Agents are not able to go into a non-working status while on an active email contact.

  • If you are on an email contact and need to go on break or lunch, you must set your next state to prevent another interaction from being routed to you.

    • Agents are to adhere to break and lunch times as scheduled in WFM

  • While on a contact, set your next state to break or lunch.

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  • The agent may either

    • Reply to the email in their inbox and dispose the interaction

    • End the email

      • ONLY to be used if no reply is required.

    • Transfer the email to another queue

      • If the email was sent to the wrong queue

    • Requeue the email

      • This will place the email back in queue to be rerouted to another agent in the same skill

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  • Once the interaction is removed from the agent’s inbox, their status will update to the next state.

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