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Setting Communications Preferences for eMail Response

This section describes how to set user preferences specifically for eMail Response. Additional user preferences that affect both Send Email and eMail Response are discussed in End-User Procedures for eMail Response.

To set Outbound Communications preferences for eMail Response only

  1. From the application-level menu, choose View > Site Map > User Preferences > Outbound Communications.
  2. In the Outbound Communications form, complete the fields in the Email Response section of the form, and save the record.

    3. The following table describes some of the fields.

    Field
    Comments
    Default Closing Template
    Specifies a communications template (for the email channel) to use as a closing for an email reply sent using Siebel eMail Response. The template content is inserted automatically into the message. It is placed after the last text you enter, but before the thread ID and the original message, if the original message is included.
    Default Greeting Template
    Specifies a communications template (for the email channel) to use as a greeting for an email reply sent using Siebel eMail Response. The template content is inserted automatically at the beginning of the message.
    Default Message Format
    Specifies the type of formatting to use for outbound email messages that are replies to inbound eMail Response messages. Available values are HTML and Plain Text. For more information about HTML formatting, see Using HTML Controls in Call Center Outbound Email.
    Include Original Message in Reply
    When selected, automatically includes the current eMail Response message in the body of any reply to that message. Includes source, destination and subject information from the header of the eMail Response message.
    Remain on Same View After Send (Cancel)
    When selected, continues to display the Incoming Message form, Incoming Attachments form, and Outgoing Message form after a reply to an eMail Response message is sent, but populates the forms with data from the next record in the current Communications list.
    When not selected, shows the Communications list after a reply to an eMail Response message is sent.

There is one additional user preference that affects eMail Response only, the Always Check Spelling Before Sending preference. For information about setting this preference, see Setting Spell Check Preferences.


 Siebel Call Center User Guide 
 Published: 18 April 2003