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Interaction Connect Outbound Email Interaction

Outbound Email Interaction

Interaction Connect users can initiate an outbound email interaction on behalf of a workgroup.  It can be included in Customer Interaction Center reports and statistics. Additionally, as an interaction, it could be processed by any custom email handlers in your Customer Interaction Center installation.

To initiate an outbound email interaction:

  1. The agent clicks the Compose an email icon in the navigation toolbar.

  1. If the agent is a member of more than one workgroup configured with one or more outbound mailboxes, the agent selects the appropriate workgroup and mailbox. Then the agent clicks Create Email Message.

Note: The agent's workgroup status does not have to be Active in order for the agent to send an email message.

  1. The agent addresses and composes the email message in the Current Interaction view.

Note: Complete details for this procedure will be in the CIC 2017 R2 Interaction Connect help topic, Start an Email Interaction.

Important points to consider:

  • Sending an outbound email interaction is not the same as replying to an ACD-routed email message sent to a workgroup mailbox. You are initiating the interaction, not responding. For more information about responding to an ACD-routed email, see Reply to an E-mail Message.

  • A reply to an outbound email interaction is addressed to the appropriate workgroup mailbox and is routed as an ACD interaction. A reply would first appear in the appropriate workgroup queue and then be ACD-routed to My Interactions.

Requirements: The agent needs an ACD Access License associated with the E-mail interaction type in order to work with email messages. Also, to send an email interaction, the agent must be a member of a workgroup configured with an outbound email mailbox. The agent also needs the View User Queues or Modify User Queues right to his or her user queue.