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Using HTML Controls in Call Center Outbound Email

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Siebel Call Center includes support for HTML formatting in email messages that are viewed or composed using Siebel Call Center.

For inbound email messages that include HTML formatting, the Web browser that is used to run Siebel Call Center automatically determines how the HTML formatting will be displayed. For example, if you use a browser that supports the <BOLD> tag, Call Center shows bold text for all email text located between the <BOLD> tag and the </BOLD> tag.

For outbound email, the following Outbound Communications user preferences determine whether the message will be sent in plain text or using HTML formatting:

eMail Response Default Message Format
Send Email Default Message Format

If the appropriate preference is set for HTML formatting, special editing controls are available in the form where you compose your email message. These controls allow you to use supported HTML formatting, and also provide some standard editing features such as cut and paste.

For information about setting Outbound Communications user preferences, see Setting Communications Preferences for eMail Response or Setting Outbound Communications Preferences for Send Email.

Using Editing Controls for Email Response Replies

The following procedure describes how to use the special editing controls that are available for eMail Response replies or Send Email messages when the corresponding Default Message Format preference is set to HTML.

To use special editing controls for outbound email with HTML formatting

Set the appropriate outbound user preference to use HTML formatting, as described in Setting Communications Preferences for eMail Response or Setting Outbound Communications Preferences for Send Email.
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.
In the Outgoing Message form or Send Email form that appears, click in the text composition area located below the Body field.

The special editing controls appear at the bottom of the field.

Compose your message using the special editing controls as needed.

For detailed information on using the editing controls, see Fundamentals.

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