Approving email replies from agents to customers

Last Updated : Mar 04, 2021 |
Customers contact the business by sending emails to the email addresses published by the business. The email responses from agents go through an approval process for quality assurance. A designated approver can approve or reject emails based on the review parameters.
Before you begin
An agent sends an outbound email as a reply to the customer's email. The approver receives a work card notification for email review and verification.
  1. Click the Accept icon () to accept the contact.
    STEP RESULT:
    The application displays the email details.
  2. Click Review.
    ADDITIONAL INFORMATION:
    Important:
    • If the approver or agent receives an email with attachments, all the attachments are applied while clicking Review.
    • Approver can see an indication about the number of times the email was rejected earlier.
  3. After review, to approve the email, do the following:
    1. If required, edit the email text.
      STEP RESULT:
      Note:
      If the approver edits the email text and then approves the email, the agent does not receive any feedback on the changes made.
    2. In the Decision area, select the Approve option.
    1. Click Approve.
      STEP RESULT:
      The email is sent to the intended destination.
  4. To reject the email, do the following:
    1. In the Decision area, select the Reject option.
    2. From the Choose a rejection code drop-down, select an appropriate rejection code.
    3. Add your review comments to the email.
    4. Click Reject.
      STEP RESULT:
      The email is routed back to the agent. The agent receives the rejection email with the reason for rejection and the approver's comments. The agent can choose to reply or close the email without sending a response to the customer. If the agent replies, the email is routed back to the approver for review and approval or rejection.