Email Configuration

Requirements: You need the Customize Client Security right to configure email pickup or reply options. Client templates can contain configuration settings that determine your Emails configuration and control whether you can alter configuration settings.

You can configure the default behavior of email messages in the Email Window for Incoming Messages and Email Window for Outgoing Messages when you pick up or reply to an ACD-routed email message.

To configure email pickup or reply options:

In the Email Window for Incoming Messages and Email Window for Outgoing Messages, click the Options link.

Result: An Options popover appears in the email window.

Select any or all of the following options:

Close original message window when replying or forwarding	Select this option to close the Email Window for Incoming Messages automatically when you select Reply or Forward to open the Email Window for Outgoing Messages. This does not disconnect or put on hold the original email message. The original email message remains in My Interactions. Clear this option to leave the Email Window for Incoming Messages open while composing your reply or forwarded email message. You must close this window manually when you finish work with the interaction.
Close compose window after message is sent	Select this option to close the Email Window for Outgoing Messages when you send an email message or replay or forward an email message. Clear this option to enable you to close the Email Window for Outgoing Messages manually. Note: The corresponding interaction is automatically disconnected when you send an email message or message reply, regardless of whether the window closes automatically.
Show Cc field when composing a new message	Select this option to display the Cc (Carbon copy) field automatically in the Email Window for Outgoing Messages. Clear this option to hide the Cc field. You can display this field as needed by selecting the Add Cc control in the Email Window for Outgoing Messages.
Show Bcc field when composing a new message	Select this option to display the Bcc (Blind carbon copy) field automatically in the Email Window for Outgoing Messages. Clear this option to hide the Bcc field. You can display this field as needed by selecting the Add Bcc control in the Email Window for Outgoing Messages.
Warn when disconnecting an unsent email message	Select this option to receive a warning that an email message cannot be sent after it is disconnected. Clear this option to avoid the warning message. However, if you accidentally disconnect an email message, the message is not saved in draft form and cannot be continued later. It is removed from the queue.

To apply the changes and close the Options popover, click anywhere in the email window outside the popup area.