Elevating a chat or phone call to email

Handled By: Customer Support Agents and Back Office Support

Background: There may be instances where an email will be needed as part of a follow-up process, and this will require the agents to elevate either a chat or phone call into an email (Jira Ticket)

Customer Support Agents

Step

Action

Reference Image

1

Option 1 - While on a call, Click on either the New button and then select Email

Option 2 -Hover over the Active Call area on the app and the Email button should appear

2

Select a Skill and click on ‘Create’

3

Enter the email address corresponding to the appropriate back-office team:
- For homeowner interactions
  - support@myeverbright.com
- For installer interactions
  - support@goeverbright.com

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

Contact Reason – Customer Name - Org

3

Open the quick replies
Select Email to Jira
Click the template to add it to the email.

4

Enter the required information using the template
Click on the format controls to format the message
Once done, click on the “Outbound email to” to go back and send the email

5

After filling out all required fields, Click the Send button to complete the email

Once the Email has been sent, the interaction will be handled by the Back Office Team

7

Once the ticket has been located, go to the “Reporter” Field

Delete the “internal support email address” from there and add either the Homeowner’s or Installer’s Email address (Depending on your interaction)

Disposing the Interaction

STEP

ACTION

SCREENSHOT

1

After sending the email and updating the Reporter from the ticket, the system will take you back to the wrap up screen.
- Alternatively, you can click on the “back to home” option.

2

Select the Salesforce contact and the Salesforce Account to clicking on the dropdown of the Name and Relates To picklist fields.

Reminder – Navigate to the Contact and Account records in Salesforce if no options when clicking on those dropdowns.

Select the Disposition according to CXone Disposition Dictionary
Enter disposition notes according to Dispositions and Notes
Click Save

For Back Office Members Handling

If you are a back office member and you receive any of these emails; you will be required to modify the Jira Ticket’s reporter

Step

Action

Reference

1

Open the elevated ticket

You will be able to recognize the ticket because:

The Subject format (Contact Reason - Customer Name - Org)
It will come from an “Internal Support” Email as the default “Reporter”

2

Once the ticket has been located, go to the “Reporter” Field

3

Delete the “internal support email address” from this field and add either the Homeowner’s or Installer’s Email address (Based on the Ticket’s Description)