Reply to an Email Message

The tools available to you when replying to an ACD-routed email message depend on the format of the original email. The instructions in this topic apply to all email message replies. If the original ACD-routed email message is formatted using HTML, additional tools are available to you when composing your reply. For more information, see Reply to an HTML E-Mail Message.

An email reply interaction can be associated with the original incoming email interaction in an Email Conversation. These associated interactions appear indented below the original interaction.

Some important things about this relationship include:

More than one email interaction can be associated with the original incoming email interaction.

You must disconnect the original incoming email interaction manually.

Tip: All of the associated outgoing email interactions must be disconnected, transferred or forwarded before you can disconnect the original incoming email interaction.

To reply to an email message:

Pick up or reopen an email message.
In the E-mail Window for Incoming Messages, click the Reply or Reply All button.

Result: The Email Window for Outgoing Messages appears. Also, this new email interaction is associated with the original message and appears in My Interactions.

Note: Responses to messages sent with an alternate "Reply-To" address are delivered to that address. If you selected Reply All, replies are delivered to the "Reply-To" address and all of the original recipients, but not to the sender’s original address.

Optionally, add addresses to the email reply by doing one of the following:

Tip: Click Add Cc or Add Bcc to add carbon copy or blind carbon copy address text boxes to the email message.

In an address text box, type the addresses of the email message recipients, separating each address with a semi-colon (;).
In an address text box, type all of part of the recipient’s name. Click the "Search for" prompt. Select a name from the list of matching names.

Note: This list contains matching email addresses that are configured on your Exchange server — typically, your company’s employee email addresses.

Optionally, click the Attach a file link to attach a file to your reply.

Note: Files attached to the original email message are not included in your reply. Your system administrator configures the size limit for files you attach to an outgoing email message.

In the reply area, type your reply message.

Tip: Use Response Management to insert a stored response. For more information, see Use Response Management in an Email Message. If the original email interaction was formatted in HTML, you can also use any of the available tools to format your reply. For a description of these tools, see Reply to an HTML Email Message.

Optionally, expand the Properties section and assign an Account code.

Tip: For more information, see Assign Codes to an Interaction.

Optionally, expand the Notes section and add notes or comments about this interaction.

Note: For more information, see Add Notes to an Interaction.

Optionally, do one of the following to save the email message without sending it:

Click Save to save this email message as a connected interaction.
Close the email window to save this email message as a held interaction.

Result: The email message is not sent. You can pick up this interaction later, make any necessary changes or additions and then send it.

To send this email message, click Send.

If necessary, close the Email windows for this reply email message and the original email message and then disconnect the original email message.

Note: You can set your Email Configuration to perform these actions automatically.