Forward Email
This section contains instructions on how to:
Forward Email.
Email auto reply.
Create an outbound email.
Forward Email
This section contains instructions on how to forward an email ticket.
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‘.
Auto-Reply Email
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.
Outbound Email
Feature outbound email is to send a message by email when the chat is offline. This section contains instructions on how to send outbound email, do the following step:
The Outbound email is created by default with a pending status. Every outbound email created from the email channel your agents or supervisors send from 3Dolphins is immediately converted into a ticket and marked as an outbound ticket.
We’ve put together a detailed list of all the differences between outbound email and inbound email to help you understand this better.
| Inbound Email | Outbound Email |
|---|---|
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 an outbound message.
Next, you will see a pop-up conversation to create an email outbound.
Component Explanation:
| 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 |
Bcc | To copy an email and send it to numerous recipients without allowing those recipients to view the email addresses of the other 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 Inbox tab. |
Reply and Close | The email message will send to your customer and the ticket will be automatically closed. |
For example, create an information message for your customer then, click the 'Reply' button like the image below.
By default, the ticket will be marked as an outbound tiket with status 'Pending' such images below.
If the agent and supervisor create an email outbound, email outbound will appear in the Inbox tab.
And then, the message will be sent to the customer as shown below.
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