It is highly recommended to define rich mail context by visiting Common Service Settings and define reusable elements beforehand. Examples of recommended context items used in mail service context are:
Upon clicking the service, click on 'Context' tab to open the service information:
The 'Context' tab contains the following settings:
Select the default answers or email templates from the list.
Select one or several conversation contexts for the service.
Task Completion Codes
Defines the list of task completion codes for the service. They will be available in Agent Assistant application. The agent will choose any task completion code for each conversation.
Cross Selling Codes
Defines the list of cross selling codes for the service. They will be available in Agent Assistant application. The agent will choose any cross selling code for each conversation. Cross selling codes are available for selection only if task completion code is selected.