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changes.mady.by.user Stephanie Kussrath

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Elevating an Interaction to Email

1

Click the elevate to email icon:

image-20240507-201159.pngImage RemovedHover over the green area with the phone number and skill name (1). Select email (2):

image-20240606-171455.pngImage Added

2

  1. Enter the email address corresponding to the appropriate back-office team:

  1. Select Email - Internal OB from the drop-down menu.

  2. Click the Email button to open the email.

image-20240507-201227.png
Note

When sending an outbound email to the back-office team, the Internal OB skill must be used otherwise the system will display an error message.

3

Enter the subject line of the email using the following format:

Contact Reason - Customer Name - Org

image-20240507-201254.png

4

  1. Open the quick replies.

  2. Select ‘Email to Jira’

  3. Click insert to add the template to the email.

5

  1. Enter the required customer information.

  2. To add the job link, click on the link icon and copy/paste the job link into the field and click save to add it to the email.

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6

When all required fields have been filled, click the Send button to complete the email.

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