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