Working on an email interaction

Last Updated : Jan 23, 2025 |

About this task

You can start working on the email interaction card from the Avaya Workspaces user interface. You can send multiple emails to the same customer while keeping the work card open.

The email widget displays the updated user interface. To enable the new user interface for the email widget, contact your administrator.

Procedure

When you get an email interaction card, to accept the interaction, click .

Avaya Workspaces displays the customer's email details and the Digital Library widget.

The subject of the email displays a maximum of 256 characters. Long subject exceeding 256 characters is truncated. The truncated part is indicated by at the end of the subject.
To work on an email, click one of the following:
- : To forward the email and its associated content to a recipient.
- : To reply to the email.
- : To reply to all recipients in the email thread.
Avaya Workspaces displays the email editor and the Digital Library widget.
In the message body, type the response to the customer query.
In the To, Cc, and Bcc fields, enter additional email addresses to whom you want to send the email.

You can add a maximum of 50 addresses in the To, Cc, and Bcc fields.

Long email addresses are truncated to fit into the address field. To view a full email address, hover over it.

You can also copy and paste one or several email addresses.
Optional To use a template, on the Digital Library widget, click one of the following and select a template from the list:
- Quick Text: To insert a text template into the email.
- URL: To add a URL template to the email.
- FILE: To attach a file template to the email.
- Email: To use an email template.
You can use the Search Templates field to search for templates. When you hover over a template, you can preview the template description.
Optional To add a predefined email signature, click .

If you have not added any email signatures in Settings, the Insert Signature window displays the No signatures found message.
Optional To work with the customer interaction, use any of the following options from the navigation pane:
- : To view the customer information.
- : To view the customer journey.
- : To transfer interaction to another agent or queue.
- : To access an external website configured for a Screenpop.
  
  Avaya Workspaces displays only those screenpops configured in Application Center Administration. Avaya Workspaces displays screenpops differently depending on the settings configured in Application Center Administration.
  
  If the account administrator enables the appropriate configuration in Application Center Administration after accepting the interaction, the Screenpop widget does one of the following:
  - Opens a new browser window with the configured external website.
  - Displays the Screenpop widget and then opens any external screenpops that are configured.
Click .

Avaya Workspaces displays the Disposition Codes and Interaction Details menus. Disposition codes are used to report the outcome of the interaction.
Click the Disposition Codes menu and select a disposition code.

You can set a disposition code for every interaction while the interaction is active.

Avaya Workspaces displays only the disposition codes configured in Application Center Administration.
To send the email and close the email interaction card, click Send.
Optional To send the email and keep the work card option for later, next to the Send button, click > Send and Retain.
Click to close the digital contact.