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    Home New York Customer Service Management Customer Service Management Customer Service Management Manage customer service cases Agent tasks Send email responses directly from cases

    Send email responses directly from cases

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    Send email responses directly from cases

    Respond to cases using options within a customer email thread instead of having to use an email client. This capability helps you save time and effort instead of having to address and send a separate email message.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    When you respond to a customer's email from within a case using the reply, reply all, and forward options, the content from previous conversation thread is included in the response. These options are available by default.
    Note: Admins might have disabled this option if the business manager does not want you to interact with your customers directly.

    Procedure

    1. Navigate to Customer Service > Cases > My Cases.
    2. Select and open the case for which you want to send a response.
    3. Click Reply to write a response to the customer.
    4. Click the ellipsis icon to Reply to All the customer email ids mentioned in the original email or Forward the email to any other email id not mentioned earlier.
    5. Compose your email and click Send.
    Related tasks
    • Create a customer service case
    • Assign a customer service case
    • Respond to a customer chat request
    • Respond to a consumer chat request
    • Create a customer service case from a chat
    • Create a consumer case from an anonymous chat
    • Create a consumer record from an anonymous chat
    • Create a work order for a customer service case
    • Create a consumer case from a chat
    • Create a consumer record
    • Create additional consumer addresses
    • Manage a proactive case created from an alert
    • Create a request on behalf of a customer or consumer
    • Initiate a conference call from a case
    • Resolve cases with knowledge and community content
    • Report a knowledge gap
    • Update a special handling note
    • Close a customer service case
    Related concepts
    • Responding to cases using predefined email quick messages
    • List and form views by agent role
    • Activity formatter
    • Email properties

    Tags:

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    Release version
    Choose your release version

      Send email responses directly from cases

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Send email responses directly from cases

      Respond to cases using options within a customer email thread instead of having to use an email client. This capability helps you save time and effort instead of having to address and send a separate email message.

      Before you begin

      Role required: sn_customerservice_agent

      About this task

      When you respond to a customer's email from within a case using the reply, reply all, and forward options, the content from previous conversation thread is included in the response. These options are available by default.
      Note: Admins might have disabled this option if the business manager does not want you to interact with your customers directly.

      Procedure

      1. Navigate to Customer Service > Cases > My Cases.
      2. Select and open the case for which you want to send a response.
      3. Click Reply to write a response to the customer.
      4. Click the ellipsis icon to Reply to All the customer email ids mentioned in the original email or Forward the email to any other email id not mentioned earlier.
      5. Compose your email and click Send.
      Related tasks
      • Create a customer service case
      • Assign a customer service case
      • Respond to a customer chat request
      • Respond to a consumer chat request
      • Create a customer service case from a chat
      • Create a consumer case from an anonymous chat
      • Create a consumer record from an anonymous chat
      • Create a work order for a customer service case
      • Create a consumer case from a chat
      • Create a consumer record
      • Create additional consumer addresses
      • Manage a proactive case created from an alert
      • Create a request on behalf of a customer or consumer
      • Initiate a conference call from a case
      • Resolve cases with knowledge and community content
      • Report a knowledge gap
      • Update a special handling note
      • Close a customer service case
      Related concepts
      • Responding to cases using predefined email quick messages
      • List and form views by agent role
      • Activity formatter
      • Email properties

      Tags:

      Feedback

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