Requesting More Information From Customer; Responding To An Email Alert - Avaya Interaction Center User Manual

Requesting More Information from Customer

Occasionally a customer may send you an email with incomplete information. For example, the
customer wanted to place an order but forgot to include a ZIP code in the shipping address. In this
case, you send a special type of email asking for the missing information.
To request additional information:
1 Display the email from the customer in Email Preview mode.
2 Click the Reply to Customer button.
The window changes to the Email Compose mode. The drop-down menu under the toolbar
indicates that this is a Normal Reply.
3 Select Request Additional Information from the drop-down menu.
The Information Bar states, "This email will be sent to customer to request more information."
4 Determine what information is missing from the email.
5 Put your cursor at the top left of the Email Composition Area and compose an email to the
customer. Explain that you cannot help them or fulfill their request until they complete certain
information. Tell them exactly what information is missing.
6 When your email reply is finished, read it to verify that everything is correct.
7 Click Send.
The email is sent to the customer. If the customer does not reply within the time limit set by
administrators, you or another agent will receive an email alert.

Responding to an Email Alert

Occasionally you may receive an email alert. The purpose of this type of email is to remind you
that a response from a customer or external agent to a previous email is overdue. The Information
Bar informs you when an email is an email alert.
When you receive an email alert, you must take action to try to get a response. The previous email
related to this alert may be either of these:
An email was sent to the customer requesting more information, and the customer did not
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respond within the time limit for this type of email.
An email was sent to an external agent requesting information, and the external agent did not
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respond within the time limit for this type of email.
In some cases, you are the agent who sent the original email that requested a response. In other
cases, another agent sent the email.
Requesting More Information from Customer
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