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Forwarding emails to other stakeholders for an email bot

Updated on March 9, 2021

By forwarding emails, customer service representatives (CSRs) save time and make their job easier as they can resolve issues by exchanging information with third- stakeholders when needed. In addition, the system is made more secure by always keeping the forwarded email conversations in separate threads from the customer conversation, so that other stakeholders do not access classified information accidentally.

For example, CSRs can address customer requests or reported issues in a triage case more efficiently by contacting additional stakeholders, such as third-party vendors, sellers, financial officers, or IT specialists. When a CSR receives a request for a car insurance quote, the CSR can forward the customer's email to the financial officer to immediately process the car insurance request.

The system displays the detected sentiment of each customer email in the thread (positive, negative, or neutral) to the right of the sender's name. As a result, the system shows the sentiment pattern for the entire customer email thread for a triage case. The shown sentiment helps CSRs to respond quicker and take immediate action for the triage case. For example, when CSRs notice that an email with a negative sentiment was detected, they can immediately escalate the reported issue in the email by forwarding the email to the correct stakeholders.

Note: The email bot uses a secure threading mechanism to track emails in the system. As a result, when CSRs forward an email to stakeholders, the email subject will not include an identifier, for example, M-1234.
  1. Open a portal by performing one the following actions:
    • To open the Case Manager portal, in App Studio, click Case Manager.
    • To open the Email Manager portal, in App Studio, click Case Manager, and then click Email Manager.
  2. Open a triage case by performing one of the following actions:
    • To edit a triage case in the Case Manager portal, in the dashboard view in the list of cases, click a case name.
    • To edit a triage case in the Email Manager portal, in the list of emails, click an email.
    For example: Click ET-912.
  3. Expand the email thread that lists an interaction between you and a customer or another stakeholder.
    When the email bot receives a new email, the system displays a green indicator next to the email at the top of the thread.
    Result: The system displays emails in a thread in chronological order, from the most recent to the oldest.
  4. For an email that you want to forward in an email thread, in the top-right corner of the email, click the More icon, and then click Forward.
  5. In the To field, enter the user's email address to which you want to forward the current email.
  6. Optional: To carbon copy or blind carbon copy additional users when you forward the email, in the Cc or Bcc field, enter more email addresses.
  7. Optional: To include predefined text from a template in the forwarded email, in the Reply template list, select a reply template.
    For example: You can select a reply template that asks a vendor for more information about the user.
    Result: The system displays the text for the selected reply template in the email text area.
  8. In the text area, add text for the email that you want to forward.
    The system automatically appends the text from the initial email in the text area.
  9. Optional: To attach files to the forwarded email, click Attach Files, and then select a file.
  10. Click Send.
    The system displays the Forward icon to the left of the email threads for forwarded content, to distinguish it from the main email thread with the customer.
    Result: The system sends the email and displays the forwarded email in a new email thread.
For example:
An email from a customer to forward to additional stakeholders
Forwarding a customer email to the stakeholders who can resolve the issue.
What to do next: After a CSR takes actions to address the issue reported in the triage case, for example, by spinning off a related business case, forwarding the email to other stakeholders, and replying to the customer, they can mark the triage case as completed. For more information, see Resolving triage cases.

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