Handling Emails

This section describes the interface for handling emails where advanced email handling has been implemented at your contact center. It also explains the key concepts that you should understand about how emails work in Syntelate XA.

In addition, this section provides step-by-step instructions for the various tasks that you’ll need to perform involving emails.

Tip: Check that spell checking is turned on. See Using Spell Checkers.

Note: The desktop shown and described in this section is one example of a Syntelate XA desktop. Desktops are highly customizable and so the implementation of emails at your contact center may vary slightly from what is described here.

In particular, the tabs shown on your desktop, and the names of these, are likely to be different.

More Information

Click a page for more information:

Tasks

Click a task for step-by-step instructions:

Composing Emails

Deleting an Email

Escalating Emails

Formatting Email Text

Inserting Snippets

Managing Attachments

Moving Between Emails

Parking an Email Interaction Record

Printing

Marking an Email Interaction as Containing Sensitive Information

Transferring an Email Interaction Record

Using the Email Address Book

Viewing Other Emails (“Transcripts”)