1. Email Administration Guide
  2. Preferences for Email Response Category

Preferences for Email Response Category

This topic is part of Preference Settings for Outbound Communications.

This topic contains information about the outbound communications preferences in the Email Response category. These preferences apply only to using Siebel Email Response. Also refer to the settings under the Advanced Features category.

The Email Response category includes the following preferences:

  • 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 automatically inserted into the message.

  • 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 automatically inserted into the message.

  • Default Message Format. Specifies whether you can format and send email replies to inbound messages using HTML or only plain text.

    Specify the HTML option to enable HTML editing controls in the Outbound Message form, or specify Plain Text to edit and send messages as only plain text.

    When the default message format is HTML, formatting is preserved for email messages you send. Messages are sent as HTML messages.

    This preference also specifies the templates that appear in the Body drop-down list in the Outbound Message form. These templates are based on the setting of the HTML Template check box for each applicable template. HTML templates are listed when the default message format is HTML, and plain-text templates are listed when the default message format is Plain Text. For more information, see Configuring Communications Templates.

  • Include Original Message in Reply. Specifies if the content of the original inbound message is included in a reply to that message.

  • Remain on Same View After Send (Cancel). Specifies that, after clicking Send or Cancel in the Outbound Message form, the agent stays in the same view, and is not automatically navigated to the Communications list. If the agent clicks Send, then the next record in the current list of communications appears.