Messages Tab Toolbar
Using the Messages tab toolbar, you can choose the type of thread entry—customer entry, response, or private note—when responding to the customer.
The thread title bars are color coded, making it is easy to differentiate between them when adding or editing an incident. On a new incident, the default thread type on the standard incident workspace is Customer Entry (the default channel is Phone).
The Messages tab lets you send the response to the customer when you save it. You can send the incident response to other recipients as well by adding their email addresses to the CC field. Send response functionality also lets you attach files to the incident and select secure email options.
| Button | Description |
|---|---|
| Send on Save | Select this check box to send your response to the customer when you save the incident. |
| Add | Click this button and select one of the following options to add a thread to the uncommitted threads panel. |
| Customer Entry | Select this option to enter information about the customer. For example, select Customer Entry when the customer’s question occurs during a phone call. This is the default option when you add an incident. |
| Response | Select this option to enter your response to the customer’s question. This is the default option when you edit an incident. |
| Private Note | Select this option to enter the text that you want to be viewed only by other staff members. Customers cannot view this information. |
| SmartAssistant | Click this button to select one or more answers you can insert into your response as either text or a URL link. |
| Search Knowledgebase | Click this button to search for answers to help you respond to the customer. |
| Standard Text | Click this button to select and insert a predefined piece of information into the response. For example, you might select a greeting, closing, or response to a common question. |
| Options | Click this button to select thread type filters to modify your committed incident thread information display, change the date sorting order for threads on the committed threads panel, and choose message header display options for sending responses. |
Note: Your administrator controls the functions available
on this toolbar. See Overview of Workspace and Script Elements to view the list of individual functions.