Siebel Chat Guide > Setting Up Siebel Chat > Roadmap for Configuring Siebel Call Center for Siebel Chat >

Setting Up Outbound Email Communications in Siebel Call Center

If the Chat: Auto Email Mode system preference is set to POPUP or SEND, then outbound email communications must be set up for Siebel Chat so that an email response is correctly sent to customers when chat sessions are released. If Chat: Auto Email Mode is set to NONE, then setting up chat outbound communication in Siebel Call Center is optional.

Use the following procedure to set up outbound email communications in Siebel Call Center. This task is a step in Roadmap for Configuring Siebel Call Center for Siebel Chat.

To set up outbound email communications in Siebel Call Center for Siebel Chat

1. Navigate to the User Preferences screen, then the Outbound Communications view.
2. Set up outbound communications as follows:
   1. In the Send Email section, set the following options, as required:
      • Default Profile
      • Default Recipient Class
      • Email Client
      • Siebel/Outlook Form
      • Siebel/Lotus Form
      • Default Message Format

        NOTE:  Default Profile must be set to the email profile that is used to send emails to users (for example, when users release a chat session). You must set up this email profile first. For more information about email profile setup, see Siebel Email Administration Guide.

   2. In the Email Response section, set the following options, as required:
      • Default Greeting Template: Options include Formal Greeting, and Informal Greeting.
      • Default Closing Template: Options include Address Verification Closing, Formal Info Closing, Formal Support Closing, Informal Info Closing, and Informal Support Closing.
      • Default Message Format
      • Include Original Message in Reply
      • Remain on Same View After Send (Cancel)
   3. In the Advanced Features section, set the following options, as required:
      • Language
      • Locale
   4. Set the following system preferences as shown in Setting Up System Preferences in Siebel Call Center for Siebel Chat:
      • Chat: Default Email Template. Set this to the name of the (chat) email profile that you set up in Siebel Call Center.
      • Chat: Auto Email Mode. Set this to POPUP, SEND, or NONE.

For more information about each of these options, about setting up outbound email communications, and configuring the Internet SMTP/POP3 server driver, see Siebel Email Administration Guide.