The system displays the detected sentiment of each customer email in the thread (positive, negative, or neutral) to the right of the sender email address. 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 send a reply to the user asking for more information so that the CSR can process the request. Note: The system generates training data when a CSR selects a reply from the suggested reply or other replies list.

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-733.
3. For an email to which you want to reply in an email thread, in the top right of the email, select how to reply for the triage case:
   • To reply only to the user who sent the email, click Reply.
   • To reply to all users for the email, click the More icon, and then click Reply all.
   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 the thread in chronological order, from the most recent to the oldest.
4. Optional: To carbon copy or blind carbon copy more users in the reply, in the Cc or Bcc field, add more email addresses.
5. Optional: To include predefined text from a template in the reply, in the Reply template list, select a reply template.For example: You can select a reply template that specifies a thank you message.Result: The system displays the text for the selected reply template in the email text area.
6. In the text area, enter a reply to the user's email.
7. Optional: To attach files to the reply, click Attach Files, and then select a file.
8. Click Send.Result: The system sends the email and displays the email reply at the top of the list in the current email thread.

What to do next: After a customer service representative 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 users, and replying to the customer, they can mark the triage case as completed. For more information, see Resolving triage cases.