How to Use Cases to Send a Follow-up Outbound Email

Bright Pattern Documentation

Generated: 6/28/2022 6:33 pm
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Cases, Email, and Threads

In Agent Desktop, interactions can be associated with a case, be an email, and be associated with a thread. But what are the differences between these things? In this article, we explain the differences between cases, email, and threads.


A history of cases associated with a saved contact in section Search & Preview Records


Cases and Email

A case is an instance of customer service that is created to track all communications related to a specific customer request. Cases can be created manually in your contact center or automatically if they arrive there as email. By contrast, email is a specific type of channel customers use to interact with your contact center. In short, all emails are cases but not all cases are emails.

When cases are created or emails arrive, the system automatically assigns a number to the case/email that is unique within your contact center (e.g., 14355); it is maintained as an active entity while the request is being worked on, and closed when the request is fulfilled. When email arrives at your contact center, it is directed to section My Cases; cases, on the other hand, can be created and found in various sections of Agent Desktop.

Cases and emails can be assigned a case state, which indicates what the state of completion the interaction is in. Additionally, cases and emails can be assigned dispositions. Dispositions are interaction results defined by your contact center management are used to indicate how the interaction was completed; your system administrator will explain how to use dispositions.

For more information, see How to Create New Cases, My Cases Interface, and Search & Preview Records Interface.

Threads

A group of emails related to the same case is called an email thread. When you reply to a customer’s request for the first time, the system will generate a unique thread identifier. Depending on your system configuration, this identifier may be either attached to the email subject or hidden in an email header. Unlike the case number, the email thread identifier may contain both numbers and letters (e.g., JXA6PDRNQ2SO) and is intended primarily for automatic processing.

For example, when a new email comes in, the system will look for a thread ID and check if it matches any of the existing cases. If a thread ID is found and recognized, the system will automatically assign that email to the corresponding case. Depending on your service configuration, the system also may attempt to deliver that email to you if you have previously worked on this case.


When you reply to an email, a thread ID is added to the email subject







Overview of the Email Working Area

When you have an active email interaction selected for processing in the Active Communications List, the entire Context Information Area of your Agent Desktop application will be dedicated to processing of that email. Your email working area is divided into three main parts: Reading Pane, Reply Editor, and Notes Editor.


The email working area


Note: When you look for cases, the Context Information Area will look different. For more information, see section How to Send a Follow-up Email.



  1. REDIRECT 5.3:Agent-guide/Tutorials/Cases/HowtoComposeaReply


Search & Preview Records Interface

Search & Preview Records (formerly known as Contacts) is where cases and contact records are located, as well as a search bar that allows you sort through them quickly and easily. The following is an overview of what you will see in this section of Agent Desktop.

Note: The Bulk Export/Import Contacts feature available in this section prior to release 5.3.2 was removed and added to the Contact Center Administrator application, section Contact Import & Export.

Main Page

The main page of Search & Preview Records comprises the three features of the section: the search bar, contacts, and cases. Below these features, you will see your saved contacts, which can be accessed by highlighting a record and clicking the Open Open-Contact-53.PNG button or double-clicking on the record. Additionally, you may add a contact by clicking the Create Create-Contact-53.PNG button or remove a contact by clicking the Delete Delete-Contact-53.PNG button.


Search & Preview Records main screen


Search Bar

Located at the top of the section, the search bar allows you to search through cases and contact records; it is accessible whether you are on the main page, looking in a contact record, or at cases. For more information about the types of searches you can conduct, see Advanced Search.


Search bar


Contacts

The Contacts section is where contact records are located. Contact records are the entries in your contact center's database containing customer information. When you open a contact record, you can view the contact's interaction history with your contact center as well as any saved personal data. This information is organized and separated by tabs.

Contact records contain the following buttons, which are accessible from any contact record tab:

Details Tab

When a contact record is opened, the Details tab is the default view; it is where the contact's personal information is stored. Note that the types of information stored here will vary per contact center.

If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information by clicking the Augment Augment-Contact-Button-Details-Tab-53.PNG button. Note the setting that allows augmentation must be configured by your administrator in order to work. For more information, see How to Add to an Existing Contact.


Details tab


Activities Tab

The Activities tab displays all activities that happened in your contact center related to a given contact; logged activities display information such as the time an activity occurred, what agent was involved, any disposition, as well as subject and/or notes. For more information, see Activities.


Activities tab


Pending Tab

The Pending tab displays any cases that have not been assigned the Resolved or Closed states. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about case states, see Case State. For more information about the link button, see Link button.


Pending tab


Cases Tab

The Cases tab displays cases that have been created for the contact. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about cases, see Cases, Email, and Threads. For more information about the link button, see Link button.


Cases tab


Cases

All cases


Cases are instances of customer service that are created to track all communications related to a specific customer request. Cases can be created manually in your contact center or automatically if they arrive there as email. Note that not all interactions that happen in your contact center will be considered cases; however, if an interaction has been made a case, it can be found here. For more information about cases, see Cases, Email, and Threads. The Cases interface contains the following buttons and filters.

Spam button

The spam My-Cases-Spam-Button-53.PNG button removes the selected cases from this section. Note that this button does not function as a spam filter; spam filters are managed by your contact center's administrators.

Trash button

The trash My-Cases-Trash-Button-53.PNG button deletes cases. Note that this button is available for supervisors only.

Link button

The link Link-Contact-Button-53.PNG button copies a shareable link of the case to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the case with other agents or supervisors in your contact center. Note that the case link button can be found in the Contact's Pending tab and Cases tab.

Note that links may be pasted into your web browser's search bar, into the search bar, or the Contact Search AD-Contact-Search-Top-53.PNG shortcut found at the top of the screen to access the case.

When a case link is pasted, it will be presented in the format <domain>/agentdesktop/case/id/<actual id number> (e.g., http[s]://YourCompany.brightpattern.com/agentdesktop/case/id/5ca2f3eed04fd756afcca6c6). For more information regarding how to manually alter this link, see Using URL Variations to Access Case and Contact Information.

Create a follow-up case button

The Create a follow-up case Create-Follow-Up-Case-Button-53.PNG button is available for cases with a Closed state only. Clicking this button allows you to create a new case. For more information, see How to Send a Follow-Up Outbound Email.

Case Filters

The following filters are available for cases.

Case State

The Case State filter allows you to sort cases per assigned State. For more information, see For more information, see Case State.


Case State filter


Case details

The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by ascending/descending order by clicking the grey triangle My-Cases-Ascend-Descend-53.PNG. For more information, see My Cases Interface.