Working with Email Interactions in Skylight

When a new email interaction is offered to you, a toaster notification is shown in the global footer with the contact's email address or name.

Hover your mouse over the toaster notification to view the contact's initial message and their contact information, such as name and email address.

  • You may receive a blank email if the content couldn't be rendered. In those circumstances, the email is included as an attachment. Click the attachment to review the email content.
  • Files attached to an email are uploaded when you send the email. They are not uploaded when you attach them. As a result, emails that contain attachments can take longer to send.
  • Maximum attachment sizes are determined by your email provider (such as Gmail or Outlook).

Replying to Emails

  1. Click anywhere in the notification to accept the work.

    To reject the work, wait for the countdown next to the contact's name or identifier to reach 0. The work is then offered to the next available agent.

  2. Review the email.

    If needed, expand the window to get a larger view of the email. Click attachments to download and open them.

  3. From the Actions drop-down menu, select  Reply.
  4. Enter a response. Use the following options to enhance your response:

    Optionally, you can click + next to the text box to select a messaging template to send. The + only appears if templates are enabled on that channel for you.

    Use the following options to enhance your response:

    • To attach a file, click Add an Attachment to browse for the file on your computer.
    • To format the text, select the text that you want to format. This opens the inline formatting toolbar. Add the following formatting:
      • B: Bold
      • I: Italics
      • U: Underlined
      • H3: Level 3 Heading
      • Q: | Quote
      • UL: Unordered or bulleted list ()
      • OL: Ordered or numbered list (1, 2, 3...)
       Clicking Cancel while composing an email response exits the response area without saving a draft of your response. You are taken back to the email from the contact with the option to click Reply or No Reply.

  5. Optionally, update the recipients.

    By default, all email addresses in the initial email remain included.

    • To remove an email address, click x next to the email address in To, CC, or BCC field.
    • To add an email address, click in the To, CC, or BCC field. If there is an email address already in that field, click next to the last one entered. Enter the email address. Separate email addresses with a comma (,).
  6. Click Send.

    If Wrap Up isn't enabled, the interaction ends when you click Send.

  7. If Wrap Up is enabled, complete any post-interaction work required such as adding disposition codes, and then select End Wrap Up from the Actions drop-down menu.

Ending Email Interactions without Replying

If an email doesn't require a response, you can end the email interaction without sending a reply.

  1. Click anywhere in the toaster notification to accept the work.

    To reject the work, wait for the countdown next to the contact's name or identifier to reach 0. The work is then offered to the next available agent.

  2. Review the email.
  3. From the Actions menu, select No Reply.

    4. A confirmation message is displayed.

  4. If you are sure that you want to end the interaction, click Confirm.

    5. If Wrap Up isn't enabled, the email closes and the interaction ends.

  5. If Wrap Up is enabled, complete and post-interaction work such as adding a disposition code, and then select End Wrap Up from the Actions drop-down menu.

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