Elevating a chat or phone call to email

STEP

ACTION

SCREENSHOT

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

STEP

ACTION

SCREENSHOT

1

• After sending the email, 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