Contents Customer Service Management Previous Topic Next Topic Send email responses directly from cases Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share 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 beginRole required: sn_customerservice_agent About this taskWhen 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 Navigate to Customer Service > Cases > My Cases. Select and open the case for which you want to send a response. Click Reply to write a response to the customer. Click the 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. Compose your email and click Send. Related tasksCreate a customer service caseAssign a customer service caseRespond to a customer chat requestRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesManage a proactive case created from an alertCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentReport a knowledge gapUpdate a special handling noteClose a customer service caseRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleActivity formatterEmail properties On this page Send Feedback Previous Topic Next Topic
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 beginRole required: sn_customerservice_agent About this taskWhen 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 Navigate to Customer Service > Cases > My Cases. Select and open the case for which you want to send a response. Click Reply to write a response to the customer. Click the 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. Compose your email and click Send. Related tasksCreate a customer service caseAssign a customer service caseRespond to a customer chat requestRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesManage a proactive case created from an alertCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentReport a knowledge gapUpdate a special handling noteClose a customer service caseRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleActivity formatterEmail properties
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 beginRole required: sn_customerservice_agent About this taskWhen 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 Navigate to Customer Service > Cases > My Cases. Select and open the case for which you want to send a response. Click Reply to write a response to the customer. Click the 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. Compose your email and click Send. Related tasksCreate a customer service caseAssign a customer service caseRespond to a customer chat requestRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesManage a proactive case created from an alertCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentReport a knowledge gapUpdate a special handling noteClose a customer service caseRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleActivity formatterEmail properties
