Reworking rejected email

Last Updated : Mar 04, 2021 |
Prolog information
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Email rejected by the approver is routed back to the agent. The agent receives a work card notification for the rejected email with the reason for rejection and the approver's comments.
  1. Click the Accept icon () to accept the contact.
    STEP RESULT:
    The application displays the email rejection details and the comments from the approver.
  2. To reply to the email, do the following:
    1. Click Reply.
    2. Edit the email text as per the comments received from the approver.
    3. Click Send.
      STEP RESULT:
      The application routes the mail to the approver. See Approving email replies from agents to customers. The email loops around in the system until it is either approved or the interaction is closed.
  3. For those emails where the comment from the approver suggests that the email is not to be sent to the customer, do the following:
    1. Read the reviewer's comments and suggestions.
    2. Click Close Interaction.
      ADDITIONAL INFORMATION:
      Important:
      If the approver, while approving or rejecting an email, clicks End Interaction icon on the work card, on confirming the End Interaction prompt, the email is re-queued. If the agent is working on a rejected email and clicks End Interaction icon on the work card, on confirming the End Interaction prompt, the email is removed from their desktop and re-queued. If that agent is still logged-in, the email can present again to the agent.