About Returning Replies to Customers

The agent reviews the message using the Siebel client and composes and sends a reply using templates that users configure for your company’s needs. When the agent sends the reply, the Communications Outbound Manager server component sends the reply through your email server using the SMTP communication protocol. Your email server then sends the email over the Internet to the customer’s email server, and the customer’s email server delivers the email to the customer’s mailbox. The figure in Architecture for Siebel Email Response illustrates this process.