Correspondence and ERMS

Email Replies

Replies to inbound email can be automated or manual. Both types of replies are based on the same correspondence templates that the Correspondence Request and Outbound Notification pages use.

Email responses automatically use the same character set as the original inbound email even if the user's ID is associated with a different character set.

While automated email response (for example, auto acknowledgement and auto response) is typically part of the system setup, ERMS provides these interfaces for manual replies:

• Response page of the email workspace.

  Use this interface to reply to an incoming email that you review on the Email page of the same component. On the Response page where the incoming email message is captured for reference, you can search for an appropriate correspondence template to apply to the response.

  If you work on a related transaction of an email and later click the Notification button from the transaction, the Response page is used for replying to any existing email that is linked to that transaction.

• Outbound Notification page.

  Use this interface to reply to an email from the context of a transaction.

Automated Email Threading

If you license PeopleSoft MultiChannel Framework, the system inserts a unique identifier known as a context tag into the body of every outbound email. If the customer replies to the outbound email, the context tag enables the ERMS to associate the new email with the existing thread and to use the thread association to route the email to the appropriate worklist. The email workspace presents the thread association of each email in a tree structure. It enables any email, with or without children, to be moved freely from one tree to another or to be the parent of a new tree.