Email in CXone

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

Check if the current agent is available in the transfer tool. If they are, transfer the email to the original agent.

If the original agent is unavailable, handle the email yourself. Make sure to reply to the customer and leave a note in the contact's feed, tagging the original agent so they can follow up later.

Steps	Reference
Accept the inbound email
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.	Reference Pictures
Click either Reply or Reply All to reply to the email.
Manually type the reply or use one of the pre-populated quick replies and click ‘Send’	Manual Reply Type the reply above the line Quick Reply Clicking on the Quick Reply option opens up a list of the pre-populated quick replies. Select the one most appropriate, per SOP Enter the required information into the blank fields in order to continue:
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.

Steps	Reference
Click the ‘New’ icon and select ‘Email’
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’
Navigate to the customer’s contact record and click on the Contacts field. From there, right click on the email address and select copy 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
Add a subject to the email (per SOP) Type the reply in the Message box Click ‘Send’ to send the email
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.

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