Compose an email or a work note

Use the Compose section in the email interaction to draft emails, create internal work notes, or draft email responses using response templates.

Compose an email response

Use the compose section to draft an email response to customers, addressing their inquiry or providing the necessary information.

Before you begin

Role required: sn_customerservice_agent

Procedure

1. Navigate to All > CSM/FSM Configurable Workspace.
2. Select the List icon ().
3. In the Interactions section, select My Interactions.
4. Open an email interaction.
5. In the Compose section, select Email.
   The To and Subject fields are auto-populated with the relevant details.
6. Optional: Select the Pop out in modeless window icon ( ) to compose your email in a separate dialog.
7. Enter the email content.
   Note:

   Selecting the More Actions icon () in the Email section displays the email activity history, enabling you to view past emails related to the email interaction. Additionally, you can share links to public articles in the email message.
8. Select Send Email.

Result

As an agent, you have successfully drafted a suitable email response to the customer.

Use a response template to compose an email or a work note

Use response templates to access predefined messages and compose emails. Agents can copy content from a template and add it to an email to save time.

Before you begin

Role required: sn_customerservice_agent with the sn_templated_snip.template_snippet_reader role

About this task

The contextual side panel provides access to response templates that can help you efficiently compose an email response. Selecting the Response Template icon () shows reusable messages that you can copy and paste into emails.

Procedure

1. Navigate to All > CSM/FSM Configurable Workspace.
2. Select the List icon ().
3. In the Interactions section, select My Interactions.
4. Open an email interaction.
5. In the contextual side panel, select the Response Template icon ().
6. In the Response Templates side panel, search for a template.
7. Select a template and then select Copy to clipboard.
8. Paste the template text into the Work notes field or the Email field.

Compose a work note for internal use

Compose a work note to document important information for internal reference. The information should be clear, concise, and relevant. This work note isn’t shared with customers.

Before you begin

Role required: sn_customerservice_agent

About this task

The work note is visible exclusively to the agent and remains private from the customer.

Procedure

1. Navigate to All > CSM/FSM Configurable Workspace.
2. Select the List icon ().
3. In the Interactions section, select My Interactions.
4. Open an email interaction.
5. In the Compose section, select Work notes.
6. Optional: Select the Pop out in modeless window icon ( ) to compose worknote in a separate dialog.
7. Enter the relevant content.
8. Select Post Work notes.

Result

The work note is posted on the Activity stream of the email interaction and is marked with the New Activity marker.