The email interaction page enables agents to view incoming and outgoing emails, attachments, work notes, and other related information in one location. Agents can review and respond to emails efficiently, helping resolve customer inquiries in a timely manner.

The email interaction page consists of various sections.

Figure 1. Email interaction page
Email interaction page that displays the contact information and communication details.

The following are the key features of the email interaction page:

  • Manage and send email responses to customers from a single location.
  • Simplified filters , modeless dialog, and compact email header to keep the focus on email communication.
  • View the email conversation between the customer and the agent in the Activity stream that provides complete context.
  • Identify the most recent conversation with using annotated new emails, the latest reply, and work notes.

The email interaction page consists of sections such as Contact, Interaction form, Compose, and Activity stream, and the contextual side panel. For more information, see Email interaction sections.

Note: Agents can use the Contact component to do the following:
  • Search for a contact.
  • Add a contact.
  • Edit and save a linked contact record.
  • View a contact.