Replying to Email Cases

When you click to open an email that has been assigned to you, the full conversation appears on the right side of the page so you can review and respond easily. Only cases that are assigned to you let you access the reply page and send messages to the customer. 

This page allows agents to work on multiple customer cases at the same time by opening each case in its own tab, similar to browser tabs. This enables quick switching between cases without losing context or progress on any individual case.

The Open Case button lets you view the selected case in a new browser tab or window, giving you a dedicated page to work on that case without losing your place on the main dashboard. This browser URL is assigned to the queue by the admin during queue configuration.

Reply Options:

Agents have multiple reply options for managing email cases. 

These options include:

• Reply by email:

Reply by email:
Use this option to send a response to the customer’s email directly from the system. You can use a pre-made template from the list, or type your own message. If you choose a template, make sure to fill in all the placeholder fields with the correct details before sending. 

You can also add attachments to your email or change the font and style to personalise your message before sending it to the customer.

• Send to Spam

  If the email is identified as spam or irrelevant, use this option to send it to the spam folder and remove it from active cases by clicking the “Report Spam” button.

• Reject Case

  Select this option if the case is not valid or should not be handled by you. Click the “Reject Case” button to confirm and close out the case as rejected. Case will be sent back to the same queue.

• Reassign to Agent

  Choose this option if you need to move the case to another agent. First, select the agent from the dropdown list, then click the “Re-assign to Agent” button to complete the action.

• Reassign to Queue

  Use this if you want to send the case to a different queue so it can be handled by another team. Choose the correct queue from the dropdown list, then click the “Re-assign to Queue” button.

• New Email

  Select this option to send a new email to an external party, while still keeping it linked under the same case record. This is useful when you need to reach out to another party to resolve the customer’s enquiry.

• Case Pending

  Use this option when you are still waiting for a reply or action before you can move forward. Click “Mark as Pending” to update the case status.

• Case Close

  Use this option when the enquiry is completed and there is nothing more to be done. Select the relevant contact category, contact type, and disposition (such as “Issue Resolved” or “Customer Abandoned Case”). Add any notes if needed, and then click the “Close Case” button to confirm.

• No Action Needed

  Select this when there is nothing left to do for the case, such as when a customer simply replies “thank you.” Use the “Mark as No Action Needed” button to update and close the case with this status.