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: 

(info) Conversation context applies for both mail and call services, but both use different elements each.  → Learn more about Service Call Context.

Upon clicking the service, click on 'Context' tab to open the service information:

WebConfigurator - Mail Service context tab


The 'Context' tab contains the following settings:

Control Name

Description

Default Answers

Default Answers

Select the default answers or email templates from the list.
(tick) Precondition: The default answers should be configured earlier on WebConfigurator -> Services -> Default Answers tab

Conversation Context

Conversation Context

Select one or several conversation contexts for the service.
(tick) Precondition: the conversation context should be configured earlier on WebConfigurator  -> Services -> Conversation Context tab

Codes

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.