To increase the speed of the mail task execution it is possible to configure the default answers or templates that will be used by the contact center agents.
The default answers are used only for Mail Services context and can be configured on Services page -> Service details -> Context tab. Afterwards 'Default Answers' are can then be assigned to the services.
→ After that, the agent will be able to choose the Default Answers in the Mail Manager Client.
The ‘Mail Default Answers’ page is accessible on Settings -> Service section -> Mail Default Answers:
On clicking a specific default answer in the list, the user can view its details:
Mail Default Answer contains the following settings:
|Control Name||Type||Required||Visible / Enabled||Description|
Mail Default Answer name.
Select Organization Unit to which the Mail Default Answer will be assigned.
Set a caption that user is able to see for this answer in MM client.
Fill the content of the default answer.