Composing Emails

To give a high-level description, you can compose an email when you’re working on an existing interaction record and the situation requires you to do one of the following:

  • Compose a new outbound email.
  • Reply to an email.
  • Forward an email.

But there’s an exception: you can also compose an email when you’re not working on any interactions at all. In that case, we call that email an unsolicited email.

Instructions for the above are given below.

Tip: We recommend that you read Concepts before you go any further, if you haven’t already done so. It explains how email interaction records are handled in Syntelate XA. That’s also where you’ll find a description of unsolicited emails and an example scenario of when you’d need to send one.

When Working on an Interaction Record

If you’re working on an existing interaction record, you will see the following email action buttons on your desktop:

  • New Email
  • Reply
  • Forward

  1. Use the NEW EMAIL button to send a new outbound email. The button will create a draft email with:
    • A blank To field.
    • A blank Subject field.
    • A blank body.
  2. The REPLY button creates a draft email with:
    • The chain of earlier emails appended to your draft. The chain is editable.
    • The To field populated with the customer’s email.
    • The Subject field populated with the subject from the customer’s email preceded by “RE:” (regarding).
  3. The FORWARD button creates a draft email with:
    • The chain of earlier emails appended to your draft. The chain is editable.
    • A blank To field.
    • The Subject field populated with the subject from the customer’s email preceded by “FW:” (forward).

When you create a draft email, it’s added to the New Emails list on the left of the screen and a blank email is set up in the Editor, ready for you to compose your message.

When Not Working on Any Interactions

If you’re not working on any interactions, you won’t see the email action buttons described above. That’s because they appear for existing interaction records. Instead of using the buttons, you use the Menu item, New email when you need to compose an unsolicited email.

When you create an unsolicited email, Syntelate XA assigns it to a new interaction record and prompts you to find and select a customer to send the email to.

  1. From Menu, click New email.
  2. The Customer Search window appears. Search for the customer you wish to send an email to.
  3. Click the SELECT RECORD button that is displayed in their record.
  4. The customer’s email address is populated in the To field, and a blank email is set up in the Editor, ready for you to compose your message.

Tip: You can also manually open the Customer Search window by clicking the CUSTOMER SEARCH button.

Explore the rest of this section for advice on how to use other email features.