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Handling Emails

Emails are routed to agents based on skill, availability, or keyword. When an email has been routed to you, the Incoming Email alert flashes in the Communication Tools box in the Action bar. The record also appears at the top of your Inbox on the Communications Homepage, within the Email subtab.

Generally, you want to respond to all emails. However, when you receive email, such as junk mail, which does not warrant a reply, you can discard it. Discarding wraps up the email without a response and no completed Email Activity is created. You can save incomplete emails by clicking Save As Draft. These are saved to the Drafts folder. You cannot edit discarded and sent emails.

Your administrator also configures the settings for the maximum number of emails you can receive. You can see that information by looking at the Offline Messages line in the Statistics window, shown as x/y. x is the number of messages currently assigned to you. y is your allowed limit.

To read a new email

To access your new email, you can do either of the following:

  • Click the Incoming Email alert in the Communication Tools section in the Action bar.

    This automatically opens the Email subtab in the Communications Homepage.

  • Navigate to the Email subtab on the Communications tab.

This displays a list of new email assigned to you.

  1. Click the Subject Link of the email you want to review.
  2. The email content is displayed in the New Email Details window:
  3. On the Email Details window you can do the following:
  • Reassign. Resends the email to the same workgroup so that it can be reassigned to another agent.
  • Discard. Removes the email from the Inbox.

    This is usually used for junk or unwanted emails.

  • Save as Draft. Saves the email in the draft email list within my Email section.
  • Reply. On replying to an email, a wrap up screen appears. Enter the appropriate wrap up details and click Save.

    The activity is now recorded in the Recently Completed Emails section of your Communication home page. Also, if the email was related to any records you can access the email from the object's interaction history.

    Both the original email and the response are captured within the interaction history.

To read draft, sent and discarded emails

  1. Click the Email subtab in the Communications Homepage.
  2. In the My Emails section, locate the email you want to review from the drop-down menu:
    • Draft Messages
    • Sent Messages
    • Discarded Messages

      This displays a list of emails for the selected folder.

  3. Click the Subject link for the email you want to review.

    The email content is displayed in the Email Details section.

NOTE: The Outbound Email activity is saved as a separate activity record. If the Outbound Email activity is linked to a contact, account, and so on, the activity record also appears in the contact or account's related information section. A completed Email Activity is only be created in CRM On Demand for Sent Messages.


Published 05/11/2007