Using the Email Address Book

The Email address book contains the email addresses for all agents currently logged in. You can use it to fill in the To, Cc or Bcc addresses for a new email message.

Customer Window interface highlighting the location of the two at-symbol buttons that open the Address Book.

  1. To open the Email address book click the at symbol button @ (at) symbol beside the To, Cc, or Bcc text boxes.
  2. Type in the Filter address book text box to search by Name, Category, or Email.
  3. To restrict search results to records that have an email address, select the check box “Only show records with an email address”.
  4. Once you have found the email address you are looking for, click the Select button to insert it into the To, Cc, or Bcc boxes. The Email address book remains open, allowing you to insert further email addresses if required.
  5. To close the Email address book, click the X button in the top-right corner.

Note:

When you need to enter multiple addresses, you must separate each one with a semi-colon or a comma.

If you forget to separate the addresses correctly, you will not be able to disposition the interaction and Syntelate XA will show you an error message.

Tip: If you know the agent’s email address you can manually type it into the To, CC, and Bcc boxes.