Handling Emails
A task that arrives while you're closed will still be waiting for four full days — long enough to survive a weekend, and a holiday weekend. Close Friday at 5:30 PM, an email lands at 5:31 PM, and it's still there when someone starts Monday morning.
Live phone calls and web chats are the exception; their window is much shorter, because someone is on the line right now.
Need a different window for a program or channel? Custom settings are available — contact your Connie account representative or the Connie Care Team. See How Long a Task Stays in Your Queue.
Connie lets you send and receive emails directly within the same interface you use for calls and chats. You don't need to switch to a separate email program — everything stays in one place.
This section covers:
- Inbound Emails — Receiving and replying to emails
- Outbound Emails — Composing and sending new emails
From an agent's perspective, faxes are handled almost identically to emails in Connie. The same steps for viewing, replying, and completing email tasks apply to fax tasks. The only difference is the channel icon in your Task Queue — you'll see a fax icon instead of an email icon.
See Handling Faxes for fax-specific details.