Siebel Universal Queuing Administration Guide > Overview of Siebel Universal Queuing > Communications Business Scenarios >
Routing Email Requests
A customer is looking at the Web site of the company and decides to email a question about a service to a particular mailto link on the Web site. The customer's email program is opened and a new email message appears already addressed to the company. The customer types in the question and clicks the send button.
The company's email server receives the email and forwards it to Siebel Universal Queuing for routing to the most qualified agent for further processing. An agent uses Siebel eMail Response features to read and reply to the email message.