Bookshelf Home | Contents | Index | Search | PDF

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

Replying to an Inbound Email

---

Agents can perform the following tasks when they are replying to an inbound eMail Response message:

View inbound email and associated information
Create a reply
Find and insert a solution or template
Attach a file
Attach literature
Check the spelling and send the reply
Associate an email message with a new or existing contact, service request, or opportunity

The following procedure describes how to view inbound eMail Response messages and associated information.

To view inbound email and associated information

Navigate to the Communications screen, and the Show drop-down list, select My Communications or All Communications.
In the Communications list, select the email, and then click the hyperlink in the field for the type of information you want to view:
To display Contact information, click the hyperlink in the Last Name field.
To display Service Request information, click the hyperlink in the SR # field.
To display Opportunity information, click the hyperlink in the Opportunity field.
Click the More Info tab to view additional information about the email.

For example, the Message Sent field shows the time the email was sent by the sender, and the Message Received field shows the time the email was processed by the Communications Inbound Manager.

The following procedure describes how to reply to an inbound eMail Response message.

NOTE:  The following procedure is appropriate for a user who is working in any screen in the application. However, if the user is replying to a number of eMail Response messages, it is not necessary to navigate to the My Communications view for each message. If the user has just replied to another eMail Response message, the Outgoing Message form, Incoming Message form, and Incoming Attachments list are still displayed, but the forms are populated with data from the next email in the user's My Communications queue. In this case, the user can begin typing in the Outgoing Message form immediately, without returning to the My Communications view.

To reply to an inbound eMail Response message

Navigate to the Communications screen, and from the Show drop-down list, select My Communications.
In the Communications list, select the email to which you want to respond, and then click Reply.

The Outgoing Messages form appears, the Incoming Messages form appears, and the Incoming Attachments list appears.

NOTE:  If you navigate to the Outgoing Message form by clicking the Subject field hyperlink in the My Communication view, instead of by clicking the Reply button, then you must click Reply in the Outgoing Message form before working on the reply message.

In the Outgoing Messages form, select the appropriate greeting from the drop-down list.

The greeting text is inserted at the beginning of your reply.

In the Outgoing Messages form, select the appropriate category from the drop-down list.
If the system is set up to use SmartAnswer, the Category field will be automatically populated with a percentage value indicating the highest confidence level for applicability to the current message. Systems without SmartAnswer display all the available categories in the drop-down list sorted alphabetically and preceded by a hyphen. The choice of category will determine the templates and solutions that are available. In the Outgoing Messages form, select the appropriate body template or solution from the drop-down list, if the choice of category makes templates available.
Enter the message text in the message composition field.
In the Outgoing Messages form, select the appropriate closing from the drop-down list.
Click Spell Checking, correct any errors, and then click Done.
Click Send to send the message.

To add more information to the message by attaching a known solution, see Adding a Solution to Email.

To associate the message with a particular service request, see Creating a Service Request from an eMail Response.

To associate the message with a particular opportunity, see Associating Opportunities with eMail Response Replies.

NOTE:  If you need to exit the Outgoing Messages form before sending the reply, be sure to click Cancel first. If you do not click Cancel, Siebel Call Center will store a draft of the outbound communication even though you did not send it. To view drafts for unsent email, navigate to the All Communications or My Communications screen, select the email, and from the predefined Queries list, choose drafts.

Bookshelf Home | Contents | Index | Search | PDF