Respond to emails

In 8x8 Contact Center, when you accept queued emails, they are saved as cases with Open status and are assigned to you. If you respond to these emails, you create new follow-ups.

To respond to an email:

  1. Go to the Cases tab and open the case or email you wish to respond to.
  2. Click Reply.
    A new follow-up tab opens for the case. The customer's email ID and the email content are automatically populated. The email response automatically includes the email header, that is information about the sender, recipient, subject, date and time. The email subject contains the case number.
  3. Compose your response to the email in the Description box.
  4. Select Signature.
  5. In the Attachment section:
    • Click Attach files or drop files here to select a file from your computer.
    • Click Select files from cases/follow-ups.
      A list of attachments linked to the case and/or follow-ups is displayed.
      Select the desired attachments.
  6. Note: You can add email attachments that are already linked to the case or the follow-ups while replying to or forwarding the email. There is no limit on the number of attachments, as long as they do not exceed a total of 20 MB.

  1. To save a draft of the interaction for completion at a later time, click Save as Draft. The follow-up record is added to the case as a draft.
    Click Send to send the completed reply.
  1. To view your drafts, click the Cases tab.
  2. In the Filters drop-down, select My Drafts from the list, and click Go.
    From the list of drafts, select the draft you want to view. For information about working with cases, see Create and edit case records.