Use Response Management in an Email Reply in PureConnect for Salesforce

Requirements: See Response Management.

You use stored responses to avoid typing the same information over and over again. You can search for a stored response and insert it in an email reply or a forwarded email message.

Do one of the following:

• If you know a shortcut for the response you need, in the chat message field, type the shortcut and press Ctrl+Space.

• Search for and select an appropriate response:

1. In the Email view, click the Response Management toolbar button.

2. In the Insert a response dialog, search for the appropriate response.

   Tip: You can use full-text searching by entering terms in the Search for a response text box in the Response Management view. For more information, see Search for a Response.

3. Click Insert.

1. • If the response is a file, an Attached box appears and displays the name of the attached file. A progress bar appears while a large file is being attached.

   • If the response is a message, the text appears in the email response section. When you use a stored response created with the Inherited font, it adopts the font and font characteristics (size, color, and so on) of the text immediately preceding it in your email message.  However, when you insert a response that has a selected font and other font characteristics, then the stored response appears as originally formatted. For more information, see Create personal responses.

     Note: To use the information indirectly when composing a reply to an email message, view a selected Response in the Response Management view.

4. Make any necessary changes or additions and then click Send.

   Note: For more information about replying to ACD-routed email messages, see Reply to an email message.