Forward Email
Last updated
Last updated
This section contains instructions on how to:
Forward Email.
Email auto Reply.
Create an outbound email.
This section contains instructions on how to forward an email ticket.
In the inbox tab, select e-mail ticket and click the 'reply' button ().
You will see a pop-up of the email conversation, click the 'forward' button.
Once done, you can click 'Reply' to send out your reply. And then, the ticket status will change to ‘Pending‘.
To begin, set the sentence to send an auto-reply. To configure email auto-replies, please refer to the document 'Email Template - Auto Reply'.
For example, if a customer sends a message to your company email. Check incoming e-mail messages in the Unassigned tab of Supervisors, or Inbox tab of Agents to see automatic replies, as shown below.
Feature email offline message is to send a message by email when the chat is offline. This section contains instructions on how to send email offline message, do the following step:
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 message and inbound message to help you understand this better.
This section contains instructions on how to create an outbound message.
Next, you will see a pop-up conversation to create an email outbound.
Component Explanation:
For example, create an information message to your customer then, click the 'reply' button like the image below.
By default, The ticket will be marked as an outbound ticket and ticket status will be ‘Pending' such images below.
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.
And then, the message will be sent to the customer as shown below.
Enter an email address in the To fields to find out where the email ticket will be forwarded and you can fill out the cc fields if necessary. Then, type the message in the text editor and do the necessary formatting or you can use an email template ().
First, you can go to the dashboard page and click the 'Make Outbound Email' button ( ).
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).
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
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.
Reply
Email message will send to 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.
Create a subject from an e-mail message that will be sent to the recipient. Note: Please click save button () to add subject
