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Inbox

The Inbox displays the messages that you have received and who they are from so that you can answer them. You are the only person who can answer a message in your Inbox.

When you first open your Inbox, the messages are sorted in the order that they are sent from the server with the most recent messages first. The order is based on whether they've been routed or timed out, which queues they are in, and other criteria.

You can sort them by sender, subject, date, or case by clicking the header.

The Inbox is divided into three major areas:

• Inbox/Message List: Displays incoming messages

• Incoming Message: Displays text and details of incoming messages

• Outgoing Message: Creates an outgoing message. You can also create an outgoing campaign message in this area.

• Campaign Message: Creates an outgoing campaign message. This is the same area as Outgoing Message. To send a campaign message you must be a Response Administrator or Content Manager.

Emptying Your Inbox

When you send a response to a message, the message is removed from your Inbox. However, the message and your response are stored in the KANA database. You can retrieve the original message and your response if you want to review them.

Receiving More E-mail Messages

 Click More to get more e-mail messages to answer at anytime. The administrator sets the number of messages you receive and can set the option to automatically refill your Inbox when it is empty from the Preferences window. You may be able to select the automatic refill option as well.

Customizing Your Inbox

You can customize your Inbox by selecting the items that you want to appear in the Inbox. For example, you can set your Inbox to display a Lock icon if the message is a secure message received over a trusted channel.

To customize your Inbox:

1. Click the Customize the Inbox icon located in the upper right corner of the Inbox.

2. Select as many of the following items as appropriate:

   • • Expired

     • Note

     • Secure

     • Status

     • Attachments

     • Subject

     • From

     • E-mail Address

     • Date

     • User or Queue

     • Case ID

3. Click OK.

From your Inbox, you can:

• Create a new message

• Send a message

• Answer a message

• Re-route messages

• View customer profile

• View customer history

• Add recipients

• View statistic

• Add a note to a message

• Review a message and approve or return to agent

Learn about KANA Mail.

How do I read a message?

Can I add an attachment?

Learn about processing and completion time.

Learn about Preferences.

How do I add an e-mail address?

Learn about secure messages.