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:

Mail Default Answers page

On clicking a specific default answer in the list, the user can view its details:

Mail Default Answer details


Mail Default Answer contains the following settings:

Control NameTypeRequiredVisible / EnabledDescription

Name

Text Field

Yes

Yes/Yes

Mail Default Answer name.

Organization Unit

Drop Down

Yes

Yes/Yes

Select Organization Unit  to which the Mail Default Answer will be assigned.

Button Caption

Text Field

No

Yes/Yes

Set a caption that user is able to see for this answer in MM client.

Content

Toolbar

No

Yes/Yes

Fill the content of the default answer.