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Use Response Management for an Incoming Interaction

Requirements: See Using Response Management for information about required rights.

When you respond to a callback request, you can use Response Management to look up information and then relay it verbally. When you evaluate a callback request or read an ACD-routed email message, you can incorporate stored text in the Notes section.

To use Response Management in an incoming interaction:

In the Response Management View, search for and then select an appropriate response.
Do one of the following:
- View the information in the response and use it indirectly when responding to the Callback Request or researching your reply to an email message.
- Copy and paste the information from the response to Interaction Notes in the My Interactions Sidebar.