Handle e-mail inquiries in Zylinc Contact Center

This describes how you handle inquiries from e-mail queues. If you want information about how to send an e-mail or SMS text message to a colleague from Contact Center, see Send a message to somebody instead.

If an e-mail queue exists, you can answer e-mail inquiries in Contact Center. When you get an e-mail inquiry, you answer it on the Contact Center window's Calls tab—just like you answer a call.

When you answer an e-mail inquiry, a separate e-mail window opens.

Quick tour of an incoming e-mail inquiry

If you organization has defined standard messages (such as Thanks for getting in touch), you can insert such messages from the right part of the e-mail window.

Select a standard message, and then click the Insert button. Alternatively, double-click the message to insert it.

If there a many standard messages, use the search filter above the list of standard messages to find the one that you want.

You can transfer an e-mail inquiry to another agent, who's able to handle e-mail inquiries, or to an e-mail queue.

In the bottom right part of the e-mail window, select the required agent or queue, and click Transfer.

I can also forward an e-mail. What's the difference?ClosedWhen you transfer an e-mail inquiry, you pass it on through Contact Center, so that another agent or queue can handle it. When you forward an e-mail inquiry, it's forwarded through the e-mail system, outside of Contact Center.

Some e-mail inquiries don't require a reply. When that's the case, you can finish the inquiry this way:

  1. Click the Close Email... button.

  2. Select a reason.

  3. Click Finish.

Unfortunately, some e-mail inquiries may be junk e-mail. When that's the case, you can mark them as spam:

  1. Click the Mark as Spam... button.

  2. Select a reason.

  3. Click Finish.

When you mark an e-mail as spam, the e-mail is placed in a Contact Center spam folder. However, the fact that you have marked an e-mail as spam in Contact Center will not prevent future e-mails from the sender in question. If you want the sender to be blocked, you should talk with the people in charge of your organization's e-mail system.

If you don't have time to deal with an e-mail inquiry, or if you need to do some research before you answer the inquiry, you can postpone it:

  1. Click the Postpone... button.

  2. Select a postponement duration, for example 20 minutes or until a particular time that you specify yourself.

  3. Click Finish.

Contact Center will try to make sure that you get the postponed e-mail inquiry again later, but if you're not available, the e-mail that you've postponed may go to another agent.