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You can use this function to process incoming and outgoing e-mails, and it is integrated with the following IC WebClient functions:

  • Toolbar

    Agents use the channel-specific toolbar that is available for telephony, e-mail, and chat. The toolbar options change dynamically depending upon what channel is selected.

  • Account Identification

    Upon receipt of an e-mail, the customer search is automatically initiated based upon the From e-mail address.

  • Knowledge Search

    Results from the knowledge search can be added to e-mails as attachments or as text in the e-mail message.

  • Agent Inbox

    Agents can access e-mail through their inbox and process them.

  • Interaction Record

    Agents have access to previously sent or saved e-mails in the confirmed business partner’s interaction record.

  • Telephony

    Agents can remain in the e-mail channel, but still have access to make a short phone call, by using the Dial function in the application toolbar.

Prerequisites

  • You have made settings for e-mail in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels  . For example, you have made the following settings:

    • You have defined toolbar properties for e-mail in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels   Define Toolbar Profiles  .

    • You have defined standard response groups in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels   Define Standard Response Groups  .

    • You have defined outgoing e-mail address groups in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels   Define Outgoing E-Mail Address Groups  .

    • You have defined e-mail profiles in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels   Define E-Mail Profiles  .

Features

  • Standard Responses

  • Multiple incoming e-mail addresses

    Interaction centers can use more than one incoming e-mail address. Each address is assigned to a group of agents. Agents can be assigned to more than one address

  • Multiple outgoing e-mail addresses

    Interaction centers can also use more than one outgoing e-mail address. Agents are assigned to one default outgoing e-mail address based upon their e-mail profile as defined in Customizing.

  • Unfinished e-mails

    Agents can process unfinished e-mails if they have to deal with another transaction before completing an e-mail response.