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Interaction Desktop Help
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:
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In the Response Management view, search for and then select an appropriate response.
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In the Callback window or E-mail Window for Incoming Messages, expand the Responses section and search for an appropriate system-wide response.
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In the My Responses Window, use the Navigation Pane or other navigation aids to locate a personal response or system-wide response.
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Tip: For more information, see Search for a Response.
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Do one of the following:
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View the information in the response and use it indirectly when responding to the Callback Request or researching your reply to an email message.
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Copy and paste the information from the response to the Notes section of the Callback window or E-mail window for Incoming Messages.
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