Using Suggested Responses - Avaya Interaction Center User Manual

Chapter 4 Managing Email
5 If this is an email resource, email addresses in the To, Cc, and Bcc fields of the resource are
added to your email, along with any addresses already in your email reply, such as the
customer's reply address. Modify or delete these addresses (except for the To field, as
explained in the following note), and add new ones if you want.
6 If there is no information in the Subject field, enter an appropriate subject.
7 Modify any text that was inserted from the resource into the body of your email, as necessary.
8 Finish composing the email.
9 Click Send when you are ready to send the message.

Using Suggested Responses

Suggested Responses are generated automatically, either by Avaya IC or by software called the
Avaya™ Contact Analyzer. The software is guessing that these responses may appropriately
answer the current customer's question.
When an incoming email in your Email task list has been analyzed, you will see a Suggested
Responses folder in the Web Agent. The resources are "dynamic," that is, the resources and the
folder that contains them are only available when the email contact they were created for is active.
When you complete that email contact, the resources that apply to it are removed.
You must read the email from the customer and decide which of the Suggested Responses best
answers the customer's question or problem. If you see a score for the responses, this may help
you decide. The higher the number, the more likely it is that this is a proper response to the
customer's question.
To select and send Suggested Responses:
1 Double-click an email contact in the Email task list.
The Web Agent window displays the customer's message in the Email Preview mode.
2 Read the customer's message, using the scroll bar if necessary to see the entire message. Be
sure you understand what the customer is asking.
3 Click the Reply button to begin your reply to the customer.
102 Avaya Agent User's Guide
Note: In a Normal Reply or a Request for Additional Information, you cannot edit
the To field because the email is automatically addressed to the customer.