How to Create Outbound Email

The Outbound message is created by default with a pending status. Every outbound message created from email channel your Agents or Supervisor send from 3Dolphins is immediately converted into a ticket is marked as an outbound ticket

We’ve put together a detailed list of all the differences between outbound messages and inbound messages to help you understand this better.

Inbound Message	Outbound Message
By default, ticket status will be Unassigned or Assigned.	By default, ticket status will be Pending.
By default, the ticket will be marked as an 'inbound' ticket.	By default, the ticket will be marked as an 'outbound' ticket.
SLA will be calculated based on ‘resolution time' (created date of ticket until the ticket was closed)	SLA will be calculated based on 'resolution time' (created date of ticket until the ticket was closed)

This section contains instructions on how to create the outbound message.

First, you can go to the dashboard page and click the 'Make Outbound Email' button ( ), or on the customer ticket, you can click the 'new email' button ( ). Next, you will see a pop-up conversation to create an email outbound. For example, create information message to customer then click the 'reply' button like the image below.

Outbound Message

Component Explanation:

Field Name	Description
From	In this field, you can choose an email address that matches the email address which is registered on Omni Channel.
To	This field will be used as the recipient of the email.
Cc	In this field, you can copied to one or more recipients
Subject	Create a subject from an e-mail message that will be sent to the recipient. Note: Please click save button () to add subject.
Message	Fill in with a custom message that will be sent to the recipient. you can insert images or links in the body message.
Attachment	Uploaded files as attachments to the email message. Attachments will maintain their original file name and are limited to a total aggregated size of 2 MegaByte (MB) for every email ticket.
Email Template	If you want to reuse existing content, select an email template to answer the message of the customer. You can select an email template when the customer message is the same. Or, the customer message is the global case and having a default answer.
View Conversation	This field will show your conversation history with the recipient. Note: this will show if you make an outbound message from the selected ticket.
Reply	Email message will send to the customer and ticket will display on the Pending tab.
Reply and Close	The email message will send to your customer and the ticket will be automatically closed.

By default, The ticket will be marked as an outbound ticket and ticket status will be ‘Pending' such images below.

Outbound Message

If the Agent creates an email outbound, the email outbound will appear in the pending tab. But, if the Supervisor creates an email outbound, email outbound will appear in the Inbox tab.