Defining suggested responses for an Email channel

Your team asks you to add a suggested reply for when a customer sends an email and some required information is missing.

The MySupport email channel is configured with email templates that the email case workers can use as a suggested reply. The templates provide a consistent experience for the customer and also help email case workers resolve interactions.

In the Suggested replies section, add the Missing info template as a suggested reply for the Address Change Case.

If information is missing from an address change request, the email case worker can follow up with the customer by using the email template to obtain more information.

To test the suggested reply, use the Test Console to enter an email that identified as an Address Change Case.

Click Test.

Observe that the Address Change was identified as the Topic. This means that your suggested reply is available when an agent responds to this incoming email.

To test your changes in the end-to-end configuration, send an email from the Web Mail client.

Create and send an email with the subject Moving. The message states that you are moving and want to update your address.

Log in to the Email Manager Portal as an email case worker and check Incoming emails.

Click My worklist, and then click Incoming emails to open the Case and display the request from Sara Connor.

Click Assign to self, and then click My worklist to work on the Case.

Observe that the Suggested replies section includes the Missing info reply.

You have reached the end of this demonstration.