Because the pin button is available in both Preview mode and Opened Email mode, it is possible to follow-up without taking the email item from a queue. The pin button is, by default, checked when replying or dispositioning emails. The pin becomes unchecked and hidden when a final disposition is selected.
Note: Only emails that do not have a final disposition can be marked for follow-up. For more information on dispositions, see section Dispositions and Notes of the Agent Guide.
All emails marked for follow-up appear in My Follow-ups, which is located in between the My Queue and Team Queue sections of the Active Communications List. The sections open and close like an accordion, as shown.
Enabling My Follow-ups
To view the My Follow-ups section in the Active Communications List as well as to view the follow-up pin button, the Enable Email Follow-up section personal setting must be checked in Settings. From the Settings menu, select Preferences.
In Preferences, select the checkbox for Enable Email Follow-up section.
When checked, both the My Follow-ups section and follow-up pin button are shown. Note that by default, Enable Email Follow-up section is checked. If you do not wish to view My Follow-ups, uncheck the box.
Using My Follow-ups
The My Follow-ups queue shows the properties (i.e., name, subject line, etc.) of the first received email. To view the email message body in the Context Information Area, select/click an email item in the queue. The email message will appear in the Context Information Area for viewing only.
To reply to an email marked for follow-up, either double-click the email item or click the Reply button [ Reply-Email-Button.png] at the bottom right corner of the Reply Editor. The email message will appear in the Reply Editor as a draft. Note that the pin button is visible only if the email has been marked with a non-final disposition. For more information on sending replies, refer to section How to Compose a Reply of the Agent Guide.
If multiple agents pin the same email, it will appear in the My Follow-ups section of all the agents who pinned it. When a final disposition is selected by one agent, the email becomes unpinned and disappears from the My Follow-ups section of all agents who pinned it.
Supervisors opening an agent’s My Queue section see only My Queue items, not My Follow-ups.
Note: Follow-up emails can also be sent by navigating to Cases in the Active Communications List. For more information, see section How to Use Cases to Send a Follow-up Outbound Email of the Agent Guide.