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Using Communications Operations ■ Process of Managing Email Messages for Siebel
Email Response
Siebel Email Administration Guide Version 8.1/8.2
249
This task is a step in “Process of Managing Email Messages for Siebel Email Response” on page248.
To reply to an incoming message
1
Navigate to the Communications screen, then the Communications List view.
2
Select Inbox in the Saved Queries field of the toolbar.
3
In the list of email messages, select the incoming message to which you want to reply.
4
To see more details about this message you can:
■
Click the Body view tab to review the main text of the incoming message.
■
Click the Attachments view tab, and then click the Name field in the list of attachments to
review the content of an attachment for the incoming message.
The original message also appears in the list of attachments.
■
(Optional) Click the More Info view tab to review information about the header, customer,
attributes, and transmission of the incoming message.
■
(Optional) Click the History view tab to review any other messages that have the same email
thread ID as the incoming message.
■
(Optional) Drill down on the Last Name field for the message to review information about the
contact for the message.
5
Navigate to the outgoing message form:
■
Click Reply to respond to only the individual who sent the message.
■
Click Reply to All to respond to the individual who sent the message and to the individuals in
the Cc: field of the message.
■
Click Forward to respond to the individuals whom you select in the outgoing message form.
The form for the incoming message appears at the top of the screen. To show or hide the
body of the incoming message, you can click the show more or show less button in the top-
right corner of the incoming message form.
The form for your outgoing message appears below the form for the incoming message.
6
(Optional) Link additional data to the email thread for the outgoing message.
a
Click the select button in the SR # (number), Opportunity, Contact, or Account field of the
outgoing message form.
b
Select the appropriate record, and click OK.
If the SR # (number), Opportunity, Contact, or Account field already contains a value, then
click the preview button to view more details about that value.
7
Enter text for the outgoing message in the area of the message body that is above the Thread
ID reference.
At the top or bottom of the outgoing message form, click Delete if you want to delete the
outgoing message. To expedite text entry, you can use templates. For more information, see
“Using Templates in Outgoing Messages” on page 251.
