ECS Setup: Implementation - Email

Signature Format
- The Signature Format defines the email signature that can be appended to the end of every e-mail reply sent by an Agent.
- Signature format can include any HTML text with specific parameters which can be retrieved from the original e-mail:
  - From = {0}
  - To = {1}
  - Date = {2}
  - Subject = {3}
  - Original Message = {4}
  - Agent Name = {5}
  - Signature = {6}
- Signature Format Example

{5}

Customer Service Representative

989 Old Eagle School Rd.

Wayne, PA 19087

p 610.964.8000

Reply Format
- The Reply Format defines the default e-mail reply content that is inserted every time an Agent replies to an inbound e-mail.
- The Reply Format can make use of the Signature Format plus the additional parameters referenced above.
- Reply Format Example

{6} On {2}, {0} wrote: {4}

Default CC
- A default email address that will be included as a carbon copy in every email reply. When using multiple email addresses separate with a semicolon “;”
Default BCC
- A default email address that will be included as a blind carbon copy in every email reply. When using multiple email addresses separate with a semicolon “;”
Email Templates
- When Enable Sending Interaction Summary Mail is allowed on a Business Process (General Tab) the agent will have an additional option to send an interaction summary email. If there are multiple configured templates, a drop-down list will allow the agent to select the correct one.

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