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Responding to Emails

Accepted emails save as cases in open status and are assigned to you. Responding to these emails creates new follow-ups.

To respond to an email:

  1. Open the desired case.
  2. Click Reply link.

  3. Opens a new tab to create a new follow-up for the case. It automatically populates the customer's email ID and the email content. The Subject indicates the case number.

  4. Select Signature.

  5. Compose your response to the email in Description.
  6. In the Attachment section:

  7. Select the desired attachments.

    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 limitation on the number of attachments as long as they do not exceed 20 MB cumulatively.

  8. 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.

    OR click Send to send the completed reply.

  9. To view your drafts, click Cases tab. In the Filters, select My Drafts and click Go. From the list of drafts, select the draft you want to view. For information about working with cases, see Creating and Editing Case Records, on page 1.

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