Contents

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:

Do one of the following:

- In the Response Management view, search for and then select an appropriate response.
- In the Callback window or E-mail Window for Incoming Messages, expand the Responses section and search for an appropriate system-wide response.
- In the My Responses Window, use the Navigation Pane or other navigation aids to locate a personal response or system-wide response.

Tip: For more information, see Search for a 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 the Notes section of the Callback window or E-mail window for Incoming Messages.