If you are configured to do so by your company administrator, you can forward an email to someone in the back office (someone who is outside of the Contact).
This is useful if you need help answering a difficult email.
To forward an email:
Procedure #
Step 1:
Make the email active (if it is not already) by clicking:
Step 2:
Click:
Step 3:
For To, enter the email address to which the email should be forwarded.
Note: You can forward the email to any email address and, if required, to multiple email addresses.
Step 4:
For Reply To, select one of the following options from the dropdown list:
- The originator’s email address
- The agent’s address from the user record
- noreply@contactcentre.com
Step 5:
For Subject, enter the subject of the email.
Step 6:
If required, you can edit the body of the email before forwarding it by clicking in the email text editor area and then typing in your response or selecting a text block to insert, as you would when replying ordinarily to an email.
Step 7:
Click Send.
The email remains in your inbox to be dealt with once you receive more information from the back office user. Any response will be sent directly to your email address, not back into the Contact. If a response is not required to resolve your enquiry (that is, the back office will handle the email directly), you can close the email.
In the signature of the email the recipient will see the agent who sent the email and the email queue from which it was sent.