Resolving An Email - Avaya Interaction Center User Manual

Chapter 4 Managing Email
The email alert may be a thread, that is, it may contain the contents of all the emails sent to and
from the customer about the customer's question or problem. You should remove any
inappropriate information from the email thread when you do a reply.
To handle an email alert:
1 Double-click the email alert contact in your Email task list.
The Web Agent is displayed in the Email Preview mode. The Information Bar states, "This is
an email alert. The recipient of a request for information has not responded to a request."
2 Read the email thread to see what additional information was needed from the customer or the
external agent.
3 Click the Reply button.
4 Write an appropriate message to the customer, requesting the information that is still needed.
5 Click Send to send your email to the customer.

Resolving an Email

You can resolve a message without writing an email response. When you resolve an email, you
apply a status to it. The status tells the Email Management software how to handle this type of
email. For example, the software may reply to the customer's message automatically, using an
email template. An email template is a complete email response that can be used to reply
automatically to customer emails that are alike in some way.
For example, your company may set up a Dismiss status. You are to apply this status when all of a
customer's problems have been resolved and the customer writes an email to thank you for your
help. When you apply the Dismiss status, a copy of an email template is sent to the customer. The
text of the email thanks the customer for contacting your company and invites them to contact the
company again.
Your company has defined the list of statuses and the responses that are carried out for each status.
The statuses and responses may include the following:
A customer sends an email praising the service or product they received. You apply an
n
Acknowledge status. A copy of an email template is sent to the customer to thank them for their
email.
A person sends an email to your company's email Support address, but the person is not listed
n
as a customer. You apply a Rejection status. A copy of an email template is sent to tell the
customer that they cannot receive support to help them solve their problem until they purchase
a product.
112 Avaya Agent User's Guide
Tip: If you did not send the email requesting information from the customer or
external agent, you may want to click the Email History button to learn more about
this email or previous emails from this customer.