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About Email Messages for Siebel Email Response

Agents receive incoming email messages in the Communications screen in the Communications List view. They select incoming email messages from their communications list. Their deployment might allow them to accept messages using the communications toolbar. In replying to email messages, agents can select appropriate templates and solutions, or they can compose free-form content. For more information, see Process of Managing Email Messages for Siebel Email Response.

An agent can attach useful literature or files to a reply and use the spell check feature to find spelling errors. For more information about the spell check feature, see Spell Check.

Whether or not the Siebel database uses Unicode, incoming email content is converted to Unicode. If the Siebel database uses Unicode, then all characters are saved in the Siebel database after the conversion. Any characters that the in-use code set does not support are not saved after the conversion. When agents reply to incoming email, the Smart Character Set feature determines the character set of the reply. For information about this feature, see Smart Character Set for Siebel Email Response.