Receiving and Replying to Emails

When a client sends an email to your organization, Connie routes it to an available agent just like a call or chat.

Receiving an Email Task

1. A new task appears in your Task Queue on the left
2. You'll see the sender's name or email address, along with a preview of the subject line
3. An email icon tells you it's an email task
4. Click the green checkmark to accept the task

Viewing an Email

Once you accept the email task, the Task Manager panel shows the full email:

• From — who sent it
• Subject — the email subject line
• Body — the full message content
• Attachments — any files the sender included (click to download or preview)
• Timestamp — when the email was received

You can scroll through the email body to read the complete message. If the email is part of an ongoing thread, you'll see the conversation history.

Replying to an Email

To reply:

1. Type your response in the reply field below the email
2. Format your message as needed (some setups include basic formatting tools)
3. Attach files if needed using the attachment button
4. Click "Send"

tip

Keep your replies professional and clear. Include your name and any relevant reference numbers so the client can easily follow up.

Completing an Email Task

After you've replied (or determined no reply is needed):

1. Select a Disposition — a closing code like "Resolved," "Follow-up Required," or "Escalation"
2. Add any notes about the interaction
3. Click "Complete" to close the task

The task moves to your "Recent" panel and is available for review for 30 days.

Quick Reference

Action	How to Do It
Accept an email task	Green checkmark in Task Queue
Read the email	Task Manager panel shows full content
Reply	Type in reply field → Send
Add attachment	Attachment button → Select file
Complete task	Select disposition → Add notes → Complete

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Next: Learn about Sending Outbound Emails

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