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Siebel Call Center User Guide > Siebel eMail Response and Send eMail >

Adding Attachments, Literature, and URLs to Email

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To assist a customer with a problem, you can add helpful literature and other attachments to outbound email messages that are sent using either eMail Response functionality or the Send Email command and the Siebel Mail Client.

NOTE:  If you are using the Send Email command with the Microsoft Outlook email client or the Lotus Notes email client, the Recipient/Template box appears when you select Send Email, before the Microsoft or Lotus window is displayed. This dialog box allows you to specify literature items to include with the email message you are about to create.

You can add more than one literature item or other attachment to an outbound email message. All currently attached files, including literature files, are listed in the dialog box that appears when you click the paper clip icon. However, only the most recently attached file is listed in the Attachments field.

Adding Attachments to Email

The following procedure describes how to add an attachment to an outbound email message.

To add an attachment to an outbound email message

In the Outgoing Messages form or Send Email form, click the paper clip icon to the right of the Attachments field.
In the Attachments dialog box, select the attachment you want to add.
If the file is not listed in the dialog box, click New.
In the File Name field, click the select button.
In the Add Attachment dialog box, click Browse.
In the Choose File dialog box, select the file, and then click Open.
In the Add Attachment dialog box, click Add.
In the Attachments dialog box, click Save, and then click Close.

The attachment appears in the Attachments field.

Adding Literature to Email

The following procedure describes how to add literature to an outbound email message.

To attach literature to an outbound email message

In the Outgoing Messages from, click the Add Literature button.
In the Pick Literature dialog box, select the literature you want to attach and then click OK.

Adding a URL to Email

You can attach a Web page URL to an outbound email message so that the email recipient sees the URL in the body of the email message. Depending on the software the recipient uses to read email, the URL may or may not be an active hyperlink to the designated Web page. The Web page itself is not attached. The following procedure describes how to add a URL to an outbound email message.

To add a URL to an outbound email message

Use one of the following methods to start composing an outbound email message:
To compose an eMail Response reply, choose View > Site Map > Communications > My Communications from the application-level menu, select the email message to which you want to respond, and click Reply.
To compose a Send Email message, press the F9 key or choose File > Send > Email from the application-level menu.
Compose your email message as usual.
Click the paper clip icon that appears to the right of the Attachments field.

The Attachments dialog box appears.

Click New.
In the File Name field, click the select button to display the Add Attachment dialog box.
In the URL field, enter the URL you want to include in your email message, and then click Add to return to the Attachments dialog box.
Click Save, and then click Close.

The URL appears in the Attachments field. The email recipient will see the URL at the end of the body of your email message, after your text and any thread ID or original message that you include. If the applicable Default Message Format user preference is set to Plain Text, "http://" will be added automatically to the beginning of any URL that does not already include it.

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