Email interaction

The following operations are possible in e-mail interactions:

  • Accept - Opens the incoming email; same button that is used to accept the incoming calls.
  • View Email - The email viewer shows the fields From, To, Cc, Subject, Body, and attachments. you can:
    • Open and/or save the attachments.
    • Reply, reply all, forward and print email.
  • New Email – Creates a new empty email in compose mode.
    Note: Spell-checking is available.
  • Reply – Creates new email in compose mode; set to equal to original from; prefix the original subject with RE: ; includes original email body.
  • Reply All – Creates new email in compose mode; set to equal to original from and to; set Cc equal to all original Cc; prefix the original subject with RE: ; include original email body.
  • Forward – Creates new email in compose mode; clear to and cc fields; prefix the original subject with FW: ; include original email body.
  • Transfer – Transfers email to another service; the application present a list of valid email services that can be used.
    Note: You can check the [ReportInteractionOperationDetail] DB table, for the interaction, to see the destination mailbox (target service mailbox).
  • Print email - Shows a printable version of the email, ready to print.
  • Close email - Closes the email terminating the interaction.
  • Compose email – The new email, reply, reply all and forward operations open an email in compose mode. You can edit the email subject and body. You are able to format the email body using standard formatting options (font type and size, bold, italic, underline, etc), insert images, attach files. The following operations are available:
    • Save – saves email content in the draft folder.
    • Check names – validates if the email addresses input are valid and tries to match them against the address book.
    • Address Book – you are able to access the address book to input the destination addresses.
    • Send – send email; the compose mode is terminated and the application shows the original email again.

You can have your interaction spell-checked.

When you accept an email:

  • The interaction tab shows the email's subject, from, to, Cc and Bcc information.
  • Reply, reply all, forward and close operations are also available in the interaction control.
  • Transfer operations are available in the address book.
  • Shelve and print operations are available in the interaction's control header.
  • The email body is shown in your script area.

When you perform a reply, reply all or forward operation:

  • The interaction control allows to set the subject, to, Cc and Bcc fields.
  • Cc and Bcc are hidden by default.
  • Attach and send commands are also available in the interaction control.
  • Clicking on the attached file, allows file visualization.
  • Check names is available in the to, Cc and Bcc fields.
  • Print and save operations are available in the interaction header.
  • Email body (in edit mode) is available in the script area.


When you close an interaction, by clicking in  or  , a confirmation window will popup:

Select Yes or No.

 

Email Templates

Email templates are very useful when you need to send the same e-mail response to customers with the same kind of requests for information, or when you need to send promotional messages or warnings. To know how to create email templates, click here.

To use email templates:

  1. Go to c:\inetpub\wwwroot\OneContactWebServiceHost.
  2. Edit web.config
  3. Insert <add key="EmailTemplateURL" value="<domain and webservice>" />:
    EmailTemp00.png
  4. Click save to apply changes.
  5. On OneAgentWeb the Select Template icon is shown. Click on Select Template:
    EmailTemp01.png

  6. Select the template from the drop-down menu on the pop-up window:

    EmailTemp02.png

  7. The template preview is shown. Click Select to apply and close the pop-up window:
    EmailTemp03.png

  8. The template is applied to the email:
    EmailTemp04.png

The following operations are possible in e-mail interactions:

  • Accept - Opens the incoming email; same button that is used to accept the incoming calls.
  • View Email - The email viewer shows the fields From, To, Cc, Subject, Body, and attachments. you can:
    • Open and/or save the attachments.
    • Reply, reply all, forward and print email.
  • New Email – Creates a new empty email in compose mode.
    Note: Spell-checking is available.
  • Reply – Creates new email in compose mode; set to equal to original from; prefix the original subject with RE: ; includes original email body.
  • Reply All – Creates new email in compose mode; set to equal to original from and to; set Cc equal to all original Cc; prefix the original subject with RE: ; include original email body.
  • Forward – Creates new email in compose mode; clear to and cc fields; prefix the original subject with FW: ; include original email body.
  • Transfer – Transfers email to another service; the application present a list of valid email services that can be used.
    Note: You can check the [ReportInteractionOperationDetail] DB table, for the interaction, to see the destination mailbox (target service mailbox).
  • Print email - Shows a printable version of the email, ready to print.
  • Close email - Closes the email terminating the interaction.
  • Compose email – The new email, reply, reply all and forward operations open an email in compose mode. You can edit the email subject and body. You are able to format the email body using standard formatting options (font type and size, bold, italic, underline, etc), insert images, attach files. The following operations are available:
    • Save – saves email content in the draft folder.
    • Check names – validates if the email addresses input are valid and tries to match them against the address book.
    • Address Book – you are able to access the address book to input the destination addresses.
    • Send – send email; the compose mode is terminated and the application shows the original email again.

You can have your interaction spell-checked.

When you accept an email:

  • The interaction tab shows the email's subject, from, to, Cc and Bcc information.
  • Reply, reply all, forward and close operations are also available in the interaction control.
  • Transfer operations are available in the address book.
  • Shelve and print operations are available in the interaction's control header.
  • The email body is shown in your script area.

When you perform a reply, reply all or forward operation:

  • The interaction control allows to set the subject, to, Cc and Bcc fields.
  • Cc and Bcc are hidden by default.
  • Attach and send commands are also available in the interaction control.
  • Clicking on the attached file, allows file visualization.
  • Check names is available in the to, Cc and Bcc fields.
  • Print and save operations are available in the interaction header.
  • Email body (in edit mode) is available in the script area.


When you close an interaction, by clicking in  or  , a confirmation window will popup:

Select Yes or No.

 

Email Templates

Email templates are very useful when you need to send the same e-mail response to customers with the same kind of requests for information, or when you need to send promotional messages or warnings. To know how to create email templates, click here.

To use email templates:

  1. Go to c:\inetpub\wwwroot\OneContactWebServiceHost.
  2. Edit web.config
  3. Insert <add key="EmailTemplateURL" value="<domain and webservice>" />:
    EmailTemp00.png
  4. Click save to apply changes.
  5. On OneAgentWeb the Select Template icon is shown. Click on Select Template:
    EmailTemp01.png

  6. Select the template from the drop-down menu on the pop-up window:

    EmailTemp02.png

  7. The template preview is shown. Click Select to apply and close the pop-up window:
    EmailTemp03.png

  8. The template is applied to the email:
    EmailTemp04.png