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When messages are received, organizations want to acknowledge the customer's message and tell the customer that they are working on the problem. Business Process Designer calls the Send Acknowledgement Process when an auto-response message cannot be sent. Some reasons are: Smart Answer is not enabled, an organization does not want to use auto-response, or the message is a follow-up.
The Send Acknowledgement Process calls the Email Response - Send Acknowledgement step. This step sends a customer an email notification stating that the customer's message has been received. After the acknowledgement message has been sent, the inbound message is routed to an agent for further review. Figure 11 illustrates this process.
|Siebel Email Response Administration Guide|