- Agent Guide Introduction
- What Is Agent Desktop?
- User Interface OverviewGetting Started
- Working in Agent Desktop
- OverviewAccepting Email
- How to Accept an EmailCreating Cases
- How to Create New CasesFollow-ups
- How to Use Pinned Cases to Send a Follow-up Outbound Email
- How to Use Cases to Send a Follow-up Outbound Email
- 1.1 From an Open Case
- 1.2 From a Closed Case
- How to Change Default Email FontHandling Email
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Compose a Reply
- How to Transfer an Email
- How to Forward an Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- How to Copy and Paste Images into EmailMasking Data
- How to Mask Sensitive DataPrint
- How to Print an EmailRetrieving Email from Queue
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from Personal QueueReviewing Email
- How to Review an Incoming Email
- Chat Center
- Knowledge Base
- Outbound Campaigns
How to Use Cases to Send a Follow-up Outbound Email
Depending on the type of service you provide, a single reply may not always be sufficient to fulfill the customer request. For example, the initial reply may simply inform the customer that the request has been received and advise the customer of the estimated processing time, while the actual request fulfillment will be communicated via one or more follow-up emails. Follow-up emails can be created for both open and closed cases.
To support requests that require multiple communications, each email is associated with a case and a thread. For more information, see Cases, Email, and Threads.
Note: If you wish to follow up on a reply that you sent recently, it may be easier to select it from the Recent tab.
From an Open Case
Step 1: Find the case associated with the request
When you have all the information required to compose a follow-up email for a particular customer request, you will first have to find the case associated with this request. Either the case number or the customer name can be used to find the case.
To view cases, select My Cases from the menu beside the Active Communications List.
Step 2: Search for the case
If the desired case is not shown in the Context Information Area, select Contacts from the main menu beside the Active Communications List. Then click Cases to display all cases.
Alternatively, you can search for cases by typing:
- The word "Case"
- Case number
- The customer’s name
- A fragment of the subject
- First name
- Last name
If you know the case number, enter it in the search field. Because case numbers are unique, only one case will be displayed in the list below.
Step 3: Browse, sort, and select the case
For each case, its number, the creation date, and the original email subject line will be displayed. Depending on their length, subjects may be shown truncated in the list view. Hover over truncated subjects to see the full content. Cases matching search criteria will be listed.
Depending on your permissions, you will be able to see either the cases that you have previously worked on, or all cases for the services that you are qualified to handle.
You can sort listed cases by case number, creation date, and alphabetically by subject.
When you select a case in the list, all incoming, transferred, and outgoing email messages related to this case will be listed in the History tab in chronological order. Any notes that you or other agents provided with respect to this case will also be listed with the Notes icon . When you select any particular message, its content will be displayed in the message body area.
Note: As mentioned, case structure reflects the business processes of your organization and services that you handle. You will receive specific instructions about handling cases and composing follow-up messages from your system administrator. As a general recommendation, remember that it is usually important to study the entire case history, including all the notes and dispositions that were entered previously for this case, before sending any new emails related to it.
Step 4: Email the customer
To send a follow-up email, double-click the customer email that this follow-up message will directly relate to or click the Reply button.
This email will appear in your Active Communications List. The Context Information Area will display the familiar email processing views and controls. For more information, see Overview of the Email Working Area.
From this moment, composing your follow-up email will be no different from composing the first reply. For more information, see How to Compose a Reply.
If you do not see the Open button for the email you wish to follow up on, this means that another agent is working on this email already.
From a Closed Case
While it is not possible to reopen closed cases, you can use the Create a follow-up case button to continue the interaction with the customer. Note that creating a follow-up case from a closed case will create a new case number.
Step 1: Find the Case
- Using the search bar, enter the case number, contact, or other relevant information, and find the closed case.
Step 2: Create and Send a Follow-Up Case
- Click the button Create a follow-up case
- From here, you can compose an email to send to your customer. Note that creating a follow-up email will create a new case number.
- After sending the email, you will see in Case history that a follow-up case was created, as well as a link containing the new case number. Additionally, when a follow-up case is created:
- An activity history note with a link to the original case is automatically inserted in the new case reading, "Case created as follow up from case XXX" (i.e., XXX is the case number). The note is written on behalf of the agent who clicked the Create a follow-up case button.
- An activity history note is automatically inserted in the original case reading, "Follow up case XXX is created”. When the follow-up case is created by an agent, the note is marked as coming from that agent.