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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 is Available in the transfer tool. as Available when transferring

  • transfer the email to the original agent.

  • If the original 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.

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