Elevating a Call or Chat to the back-office email team

Background:

A call or chat that is not resolved during the interaction will be elevated to the back-office team to follow up via email.

An interaction can be elevated to email:

During the interaction
- The agent will still be able to toggle back and forth between the live interaction and the email interaction.
After the interaction ends but before the interaction is disposed
- The agent will be able to toggle back and forth to complete ACW for the primary interaction.

1	Click the elevate to email icon:
2	Enter the email address corresponding to the appropriate back-office team: For homeowner interactions support@myeverbright.com For installer interactions support@goeverbright.com Select Email - Internal OB from the drop-down menu. Click the Email button to open the email.	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
4	Open the quick replies. Select ‘Email to Jira’ Click insert to add the template to the email.
5	Enter the required customer information. 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.
6	When all required fields have been filled, click the Send button to complete the email.

1

Navigate back to the original interaction by clicking in the pane that contains the interaction.

2

Open the disposition notes area by clicking the check mark.

3

Select the appropriate disposition according to /wiki/spaces/SS/pages/2836725775
Enter disposition notes according to /wiki/spaces/SS/pages/2787704874
Add the Jira tag
Save & Close