Sending emails

Last Updated : Jul 05, 2023 |

About this task

Agents and supervisors can begin an outbound email interaction from Avaya Workspaces.

Avaya Workspaces includes an Email Template Selector widget. Using this widget, you can add an email template to an email.

If your administrator has enforced dispositions codes configured in Avaya Control Manager, the Send button is disabled until you set the disposition code.

Procedure

  1. In the navigation menu, click the Email email icon.
  2. From the list of templates on the Email Template Selector widget, click the plus sign (Add email template) to add a template to the Email Compose window.

    You can use the Search templates field to search for templates. When you hover over a template, the Preview email template icon also allows you to preview the template.

    The system displays only those email templates and addresses contained in the data groups that are assigned to the agent in Avaya Control Manager.

  3. On the Email Template Selector widget, click the preview icon (Preview email template) to preview the template and click Insert to add the template to your email response or click Cancel to cancel the template selection.
  4. In the From field, select an appropriate from address from the drop-down list.
    Important:

    An agent can select an appropriate From address from the drop-down list only when the administrator has enabled this field.

  5. In the To field, type the email address to which you want to send the email.
  6. In the Cc and Bcc fields, type additional email addresses.
  7. Click Attach Files to add attachments.

    After you attach a file, the system displays the name of the attached file in the Uploaded attachments section

    1. Click the X icon next to the attached filename to delete the file.
  8. In the message body, type the response to the customer query.

    An inline image can be inserted in the message body if local images are uploaded to agent pool.

  9. Click Insert signature to add a predefined email signature.

    If you have not added any email signatures in Settings, this field is disabled.

    If you have selected the Automatically insert my signature in all emails check box, the system automatically inserts the signature. For more information, see Changing email signature settings.

  10. Click Send.