Handle an Inbound Email

Use the email feature in NICE inContact Agent for Oracle Service Cloud to receive inbound emails. The email workspace lets you perform different actions on an active email.

1. When email enters your queue, you can accept and reply, transfer, discard, or park the contact.

   

2. To accept and reply to the email, click Popout to display the email pane. The application automatically searches the contact's records by email and pops the desired contact. This functionality is configured using your Softphone settings.

   

   
   

3. Click Reply Action to select Reply or Reply All, and draft your reply.

4. Click Transfer to send the email to another agent for handling.

   

5. End the email contact by clicking Discard.

   

6. Click Park Email to park the current email contact.

   

7. Customize your email by clicking Tools and selecting the font style, size, and formatting.

8. Attach necessary documents by clicking the Attachment icon.

9. Click Send.

10. Complete the appropriate fields in the newly generated task form to improve the information stored for the contact.

    

11. Select dispositions, if available, and make any necessary notes. Click Submit.