Respond to a case using an email quick message

Use predefined quick email messages to quickly draft replies to customers. Agents can select predefined quick messages to add content into the message body of emails.

Before you begin

Role required: sn_customerservice_agent

About this task

Business managers and admins can set up quick messages and predefine the content for replying to cases. For example, you can predefine personal greetings, disclaimers, different types of additional information, and signatures. You can also incorporate icons, business logos, pictures, HTML layout, and rich text format.

Note:

You can configure quick messages so that only a certain user or a group can view them.

Procedure

1. Open a customer service case.
2. Click the more options icon () and select Email.
3. Click the Quick Messages selector and select a predefined message.
   The content of the quick message is inserted in the message body at the cursor location.
4. Optional: Select additional quick messages.
5. Click Send.

Related topics

• Define a quick message
• Composing emails with quick messages