Contents

Email views in PureConnect for Salesforce

Your currently selected interaction appears in the Email view. Use this view to read incoming email messages and compose replies.

1	Multiple email messages and replies	An email icon identifies an email interaction. Select an email interaction to display it in the email view. Active and expired email interactions and email replies appear as separate tabs. The currently selected interaction is highlighted and appears in the email view. Note: An Email configuration option controls whether inline images and other linked content appear in incoming email messages.
2	Email reply	Email replies appear indented under the associated ACD-routed email message.
3	Interaction controls	Interaction controls across the top of the email view mirror the controls in the softphone. From either location, you can pick up an email message, place an email message on hold, transfer the email message to another agent, or disconnect. You can use Response Management to insert a stored response such as the answer to a frequently asked question in your email reply. You can also request assistance from your workgroup supervisor.
4	Show or Hide	In an incoming email interaction, click Show Details to display the complete email addresses in the To, Cc, and Bcc fields. Click Hide Details to display only the addressee names. In an email reply, click Show or Hide CC/Bcc to display or hide the carbon copy (Cc) and blind carbon copy (Bcc) address fields.
5	Secure Email icon	When a secure email interaction icon appears next to an email address, it indicates whether CIC verified the email message's digital signature. See Secure Email Messages.
6	Attached files	Any files attached to the email interaction appear here. Depending on the browser you use, you can click on the attachment to download, open, or save the file. Note: If your browser supports playing a particular type of audio file, a Play button appears in place of the file type icon. Click Play to play the complete audio file. During playback, a Stop button replaces the Play button.
7	Editing toolbar	Use the toolbar to format text, insert hyperlinks or upload images. For a description of this toolbar, see Reply to an HTML Email Message.
8	Editing pane	Compose your email reply in this area.
9	Message controls	Reply, Reply All and Forward controls appear here for the incoming ACD-routed email interaction. A Send control appears here when you compose an email reply.