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Agents select incoming email messages from their Communications list or accept messages using the communications toolbar. The way they reply to email depends on the way your organization chooses to implement Siebel Email Response.
With both implementations, an agent can attach useful literature or files to a reply, use the spell check feature to find spelling errors, and look for errors not found by the spell check feature. When the reply is finished, the agent sends it.
NOTE: No matter whether the database is Unicode or not, incoming email content will be converted to Unicode. If the database is Unicode, then all characters after conversion will be saved into the database. Otherwise, non-ASCII characters will not be saved after the conversion. When agents reply to incoming email, the character set of the reply is determined by the Smart Character Set feature. For more information on this feature, see Using the Siebel Email Response Smart Character Set.
|Siebel Email Response Administration Guide|