Using Global, Agent, Or Email Template Resources In An Email - Avaya Interaction Center User Manual

The resources in the Global Resources folder and the Agent Resources folder can be any of three
types—email, text, or URL. The Email Templates and Suggested Responses folders, when these
exist, are always email resources. Email, text, and URL resources are described in detail in
"Resource Types and Examples," on page

Using Global, Agent, or Email Template Resources in an Email

To use a global, agent, or email template resource in an email:
1 While composing an original email or an email reply, look through the resources available to
you. See
2 Right-click the resource that you want to use.
The resource opens in the Edit Resource dialog box.
a Add or change the information in the Header fields.
b If you want to add an attachment, use the Attachments tab.
c Click OK to save your changes to the resource or cancel if you do not want to save any
changes.
3 Click View if you only want to look at the resource.
The resource opens in the View Resource dialog box. You cannot edit the resource from this
dialog box.
4 To use a resource, right-click it and select the appropriate option, depending on the resource
type. The options are as follows:
Email, Email Templates, and Suggested Responses – "Use" is the only option. When you
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select this option, the entire email resource is used, including all header information and text
in the resource. You can edit this information as needed.
Text – Insert and Insert Quoted are the options. Insert places the text of the resource into the
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email you are composing. Insert Quoted does the same as Insert but adds a special character
at the start of every line to indicate that the text was pasted into the email. If you want to
choose a different character to be inserted, see
URL – Insert and Insert Quoted are the options. Insert pastes a copy of the URL from the
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resource into the email you are composing. Insert Quoted does the same as Insert but adds a
special character to indicate that the URL was pasted into the email.
Caution: You may be able to send a resource directly to the customer by double-clicking it,
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depending on the way Avaya IC has been configured at your contact center. If double-clicking
sends a resource to the customer, be careful not to double-click before you are ready.
"Viewing Your Resources," on page 161
156.
for information.
"Email Preferences," on page
Using Resources in Email
169.
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