If you are configured to do so by your company administrator, you can review agents’ email responses before they are sent out to customers.
Click play to watch a video overview on managing emails.
Click Email > Email Handling.
To review an agent’s draft email response:
Procedure #
Step 1:
Select the Awaiting Review tab.
A list of draft email responses that are currently pending review is displayed. This includes both final and intermediate responses.
Step 2:
Select the appropriate draft email response in the list.
The contents of the draft email response is displayed.
From here you can:
- Send the response (either Final or Intermediate, as chosen by the original agent).
- Take the response so that it can be changed before sending.
Note: You must actively take a draft email response before you can directly edit it.
- Assign the email either back to the original agent or a different agent. Any notes made will be seen by the new agent.
- Move the email back onto an email queue.
Step 3:
To send the response (after checking and approving it), click one of the following, as chosen by the original agent
- Send (Final) – the email is sent out to the customer and is removed from the email inbox, as no further action is deemed to be required.
- Send (Intermediate) – the email is returned to the original agent and put into their My Emails list. After sending an intermediate response, you will have no current email displayed.
Step 4:
To send review comments back to the agent:
a. Click in the Notes area and then type in any review comments to send back to the agent. Use the rich text editor to format your text as required.
Note: When you are composing an email response, it is automatically saved as the work-in-progress draft at regular intervals. An indicator shows when autosaving is in progress. You can also choose to save the current draft response manually, in which case the published version is updated and the work-in-progress draft is deleted. Work-in-progress drafts can only be viewed by yourself.
b. Click Send Response.
The notes are saved for the next agent to see if the email is assigned back to the original agent or another agent, or if it is put back onto an email queue. The appropriate type of response is sent back depending on the email status (final or intermediate). Any notes are discarded when the related email is resolved.
Step 5:
To directly edit the email response:
a. Click Take in your Queued Emails box.
You become the allocated agent and the email is made active for you. Its details and content are displayed in the Current Email box.
b. Send a response to the email as described above.
Step 6:
To move the email back onto an email queue:
a. Click Place On Queue.
b. Select one of the following:
- Original queue
- Other queue – one of the other queues to which you are assigned.
Step 7:
To allocate the email to an agent, click Assign To Agent and select either the current agent or another agent.
Note: If you are allowed to review agents’ email responses but not to allocate them, the email is automatically assigned to the current agent.
Parent topic: Email management
Related reference
Awaiting Review tab