Reply Email

This section contains instructions on how to :

1. Reply Email.

2. Reply Email using Alias.

3. Reply Email using Email template.

4. Attach file on the Email.

5. Attach hyperlinks and images to message.

In the inbox tab, select the email ticket and click the 'Reply Email' button ().

Reply Email

You will see a pop-up of the email conversation, scroll down and click the 'Reply' button.

Pop-up Email Reply

Type in the message in the text editor and do the necessary formatting or you can use an 'Email Template' ( ), and you can fill out the cc and bcc fields if necessary.

Reply Message

If you want to send email with alias name and address, you can choose your saved alias like the image below.

Send Email use Alias

So on the customer side, your name and email will display as such image below

Send as Alias on Customer Side

You also can use an email template to reply the message such images below.

Email Template

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.
Send As	To choose your alias name and email.
To	This field will be used as the recipient of the email.
Cc	In this field, you can copy 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	Create a subject from an e-mail message that will be sent to the recipient. Note: Please click the '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 has 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 customer and ticket will display on the Pending tab.

Then, click the 'Attach File' () button is needed if you want to attach a file. A dialogue box pops up which lets you browse through and choose the files, click the 'open' after selecting the files you need.

Browse File

File attachments will appear as shown below.

Attachment File

You can also attach images and hyperlink to the message. To attach hyperlink on the message, click the 'Hyperlink' icon ( ), enter the link, and click the 'Insert' button.

Add Hyperlink

Or, if you will add images to the message, click the 'Images' icon ( ). A dialogue box pops up which lets you browse through and choose the files, click 'Open' after selecting the files you need.

Add Images

Once done, you can click 'Reply' to send out your reply. And then, the ticket status will change to 'Pending'.