Emails in Nixxis
1. Use in the thick client
When an email is in a queue, the agent can see it in the information panel in the lower right. (Currently there is no difference between voice and other media types).
The agent goes into “Ready mail” and gets the e-mail.
The left panel is the incoming mail and the right panel is the editing part of the reply.
2. Reply an email
Once the agent has formulated his response, he can click on the button “Reply”. This action sends the email and disconnects the contact for the agent to be able to close the record.
Now the “Reply” button is unavailable.
Click on the “Close” button.
3. Transfer an email
The email transfer offers multiple possibilities regarding the sending.
The destination field can contain:
- The account of another agent- The short code of a mail queue.- The value “@SPAM” that allows to place the mails in a spam status (will not be handled)- An email address
The option “hold mail” allows the agent to determine a waiting time before the server sends the email to the client.
The option “send current response now” allows to send the email directly to the client even if the field destination has e.g. an agent value in it. The agent will get the same response.
The button SPAM that allows to place the mails in a spam status (will not be handled)
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