Ensure that information reported in a triage case for an email bot is addressed in a
timely manner by communicating with other application operators, by posting Pulse messages.
A customer service representative (CSR) or other operator can send Pulse messages internally
to specific users, or to everyone that has access to the email bot.
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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-291.
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In the right panel, click the Pulse tab.
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In the Pulse section, select the recipients of the
message:
- To send a message to everyone, in the Post list,
select Post.
- To send a message to specific users only, in the
Post list, select Private
post, and then in the field below, press the Down arrow key
and select user names.
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In the Start conversation field below, enter the text
for the Pulse message.
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Click Post.
What to do next: Once a CSR takes actions to address the issue reported in the triage case, for
example, they spin off a related business case, send Pulse messages, and reply to the
user, they can mark the triage case as completed. For more information, see Resolving triage cases.