Replying to Incoming Messages

After you send or cancel an outgoing message, the outgoing message form appears or the Communications List view appears as follows:

• If you select the Remain on Same View After Send (Cancel) field in the Outbound Communications view of the User Preferences screen, then the outgoing message form continues to appear. You must navigate to the Communications List view to see a record of the sent message.

• If you do not select the Remain on Same View After Send (Cancel) field in the Outbound Communications view of the User Preferences screen, then the Communications List view appears.

Complete the following procedure to reply to an incoming message.

To reply to an incoming message  

1. Navigate to the Communications screen, then the Communications List view.

2. Select Inbox in the Saved Queries field of the toolbar.

3. In the list of email messages, select the incoming message to which you want to reply.

4. To see more details about this message, do the following:

   • Click the Body view tab to review the main text of the incoming message.

   • Click the Attachments view tab, and then click the Name field in the list of attachments to review the content of an attachment for the incoming message.

     The original message also appears in the list of attachments.

   • (Optional) Click the More Info view tab to review information about the header, customer, attributes, and transmission of the incoming message.

   • (Optional) Click the History view tab to review any other messages that have the same email thread ID as the incoming message.

   • (Optional) Drill down on the Last Name field for the message to review information about the contact for the message.

5. Navigate to the outgoing message form:

   • Click Reply to respond to only the individual who sent the message.

   • Click Reply to All to respond to the individual who sent the message and to the individuals in the Cc: field of the message.

   • Click Forward to respond to the individuals whom you select in the outgoing message form.

     The form for the incoming message appears on-screen. To show or hide the body of the incoming message, click the show more or show less button in corner of the incoming message form.

     The form for your outgoing message appears after the form for the incoming message.

6. (Optional) Link additional data to the email thread for the outgoing message.

   1. Click the select button in the SR # (number), Opportunity, Contact, or Account field of the outgoing message form.

   2. Select the appropriate record, and click OK.

      If the SR # (number), Opportunity, Contact, or Account field already contains a value, then click the preview button to view more details about that value.

7. Enter text for the outgoing message in the area of the message body that precedes the Thread ID reference.

   At the start or end of the outgoing message form, click Delete if you want to delete the outgoing message. To expedite text entry, use templates. For more information, see "Using Templates in Outgoing Messages".

8. (Optional) At the start of end of the outgoing message form, click Check Spelling to verify the spelling in the outgoing message.

9. (Optional) In the list of Outgoing Attachments that appears after the outgoing message form, insert the supporting documents in your outgoing message:

   • To add an attachment, click Attachment (the paperclip icon), navigate to the attachment, and select it.

   • To add literature, click Add Literature (the sheet of paper icon), select the document from the list, and click Add.

10. At the start or end of the outgoing message form, click Send after you finish composing the outgoing message.

    The outgoing message is sent.

11. (Optional) To view the record for the sent message, select Sent Items in the Saved Queries field of the toolbar.