Mail Settings

Maximum message body size

Indicates the maximum number of bytes for the body and header of an incoming e-mail message. If the body and header size exceeds this number, the message is truncated.

Assign same case number within this time

Indicates the period of time that can elapse before a message receives a different case number. This option enables you to specify that messages from the same customer over a short period of time are routed to the same user and receives the same case number. Use 0 to specify that every message will receive a different case number.

Limit to one acknowledgment within this time

Indicates the period of time that should elapse before KANA Response sends another acknowledgment to a customer who has sent multiple messages. Use 0 to remove the limit.

Limit to one autoresponse within this time

Indicates the period of time that should elapse before KANA Response sends another autoresponse to a customer who has sent multiple messages. Use 0 to remove the limit.

Allow multiple auto-generated messages per case

Indicates whether to allow more than one automatic acknowledgment or other automatically-generated message to be sent to a customer with regard to the same case

Send Notification E-mail Address

Indicates the E-mail address for sending notification when the maximum numbers of messages received with the specified time interval

Counting the number of messages do not include  messages in pending delete state

Max no of messages

Indicates the maximum number of messages for sending notification. If the value is zero, then notification will not be sent

Time interval

Indicates the time interval in minutes within that maximum number of messages received for sending notification. If the value is zero, then notification will not be sent

Same case

Indicates the messages of same case for sending notification

Escalate messages

Indicates whether to allow escalation of multiple messages from same sender with same case number to the department's escalation queue

Mask Sensitive Data

Credit Card: When selected, incoming message body and notes are scanned to find a credit card number matching pattern. If pattern is found, each digit in the credit card number is masked with an "X". Original number is not stored anywhere.

Show last 4 digits: This option will be available if the Credit Card Mask is selected. When selected, last 4 digits in the credit card number will not be masked in incoming message body and notes, otherwise all digits will be masked.

Social Security Number: When selected, incoming message body and notes are scanned to find a Social Security Number matching pattern. If pattern is found, each digit in the number is masked with an "X". Original number is not stored anywhere.

HTML Enable

Indicates whether to enable or disable the HTML editor. If the setting is disabled, all categories, Response templates, Standard phrases, and acknowledgements created with HTML editor are disabled.

All outgoing mails in HTML Format by default

Forces all outgoing emails to be in HTML format. Selecting this option removes the ability to switch the editor to Plain Text mode in mail client by removing the 'Switch onto Plain Editor' icon. This option is available if 'HTML Enable' option is selected.

Switch Message Editor to HTML if Category Contain HTML

Indicates whether to convert message editor to HTML or not, when category contains HTML. If the setting is disabled, the message editor will not converted to HTML. This option is available if 'HTML Enable' option is selected.

Wrap outgoing mail

Indicates whether to wrap the text in outgoing messages at a fixed width. Wrapping lines ensures that everyone can read the message because the lines are never too long. The message is sent using Quoted Printable Encoding. Note that some older e-mail programs cannot read encoded messages.

Do not wrap URLs

Indicates whether you want the text of long URLs to be wrapped in outgoing messages

Include response templates in outgoing mail

Select this option to send prepared text in messages that are forwarded and tracked, collaborated, redirected, or are normal responses.

Auto-fill reply to address with <Original Sender>

Indicates whether you want the To field in the outgoing message area to be prepopulated with the e-mail address of the original sender.

Allow users to change Auto-fill reply to address with <Original Sender>

Indicates whether user can change setting of Auto-Fill reply to address or not.

Automatically pre-fill all recipients (Reply All)

Indicates whether you want the To field in the outgoing message area to be prepopulated with the e-mail addresses of all the recipients.

Allow users to change pre-fill all recipients (Reply All)

Indicates whether user can change setting of pre-fill recipients or not.

Remove Templates and Categories when clearing outgoing message

Indicates whether KANA Response can remove all Templates and Categories from outgoing mail when clearing message.

Display Incoming Header in Reply

Indicates whether the header should be displayed in outgoing message or not. By default Header is displayed in outgoing message.

Automatic spellcheck

Sets automatic spellcheck defaults

Automatically check spelling in outgoing messages: Enables KANA Mail to spellcheck all e-mail sent from KANA Response

Allow users to change setting: Enables KANA Mail users to change automatic spellcheck settings in KANA Mail.

Spell check standard phrases: Indicates whether the Standard Phrases should be spell checked or not. By default they are spell checked.

Spell check merge fields: Indicates whether the Merge Fields inserted in outgoing mail should be spell checked or not. By default they are spell checked.

Include incoming message when responding to

Email messages: If this option is selected then incoming message will be included when responding to the Email messages.

Form messages: If this option is selected then incoming message will be included when responding to the Form messages.

JMS messages: If this option is selected then incoming message will be included when responding to the JMS messages.

Chat transcripts: If this option is selected then incoming message will be included when responding to the Chat transcripts.

Allow users to change setting for Include incoming message when responding to: If this option is selected then it will allow users to override the selection done for 'Include incoming message when responding to' option.

Followup messages

Retain no answered follow up messages: If this option is selected, no answered follow up message will be retained in the system. A Message History event will be created for the 'No Answer' event.  

Automatic Profanity Check

Automatically check profanity in chat messages: If this option is selected, check will be done for the profanity in Response Live chat.

Attachment Extension Blacklist

List of restricted attachment extension. Edit existing list of extension type or add new ones directly in the list. To add a new extension type, scroll to the bottom of the list and click in the empty space.

Mask Sensitive Data

Credit Card: When selected, outgoing message body and notes are scanned to find a credit card number matching pattern. If pattern is found, each digit in the credit card number is masked with an "X". Original number is not stored anywhere.

Show last 4 digits: This option will be available if the Credit Card Mask is selected. When selected, last 4 digits in the credit card number will not be masked in outgoing message body and notes, otherwise all digits will be masked.

Social Security Number: When selected, outgoing message body and notes are scanned to find a Social Security Number matching pattern. If pattern is found, each digit in the number is masked with an "X". Original number is not stored anywhere.

Default Portal: Allow users to change default portal

A Response administrator can enable this option to allow agents to change their default portal setting by accessing the Preferences menu option from their Mail client.

Choose Global Font

Choose Font: Clicking on this button will provide the Font selection window.

Allow users to change the default outgoing mail font: If this option is selected then users can change the default font in the outgoing mail.

Fixed number of records
at a time

Indicates the number of messages that be downloaded at one time

Message sorted by
create date in ascending order

If enabled, it indicates that messages will be sorted by the originated date in ascending order

Secure messages must be returned on a trusted channel

Indicates that responses to messages entering Response on a trusted channel can only be sent back through a trusted channel

Messages must be returned to the original sender on the same channel

Indicates that messages can only be returned to the sender on the same channel over which the message was originally sent

Prevent rule actions from changing the "secure flag"

Indicates that you cannot change the confidential flag by using rules

See About Secure Messaging for more information on these settings.

Allow sending non secure messages through trusted channel

Indicates that responses to messages entering Response on a non-trusted channel is allowed to send back through a trusted channel