Message Content/ Details tab
Select Message Content to view the actual content of the e-mail message. Select Details to view notes, categories, attachments, and message history.
Edit Message Custom Fields button
Click this button to open the Edit Message Custom Fields window where you can edit the content in the custom fields of a message. You can edit the custom fields of Active and Completed messages.
From
Displays the customer name of the person who sent the message. If this is a secure message, displays the appropriate domain unless the domain is SMTP/POP.
To
Displays the name of the person who will receive the message. If this is a secure message, displays the appropriate domain unless the domain is SMTP/POP.
Customer Profile icon
Click to enter customer profile details, such as e-mail address, phone numbers, and fax numbers.
View content in browser
Click to view the content of an HTML format message in a default browser. You can view the text formatting of an html message as it is received.
Contact Type
Displays the type of contact this is. Options are:
- Phone
- Fax
- Letter
- Face-to-face
Date
Displays the date of the incoming message
Subject
Displays the subject of the e-mail message
Case ID
Displays the assigned case ID number. Click the View icon to see a list of open cases.
Message Content
Displays the text of the e-mail message
Details
This region displays details about an incoming message, such as notes, attachments, and message history.
Note
Displays any existing notes about this contact. You can also create notes in this field. Read Adding Notes to Messages to learn more about recent changes to the Notes feature.
If the message is a secure message, the Lock icon appears in the note panel.
Custom Fields
Opens a page that provides a summary of all current custom fields, listed in alphabetical order. An administrator can add, delete, and modify custom fields. For each field, the administrator can specify the field’s name, description, and value type.
Incoming Attachments
Displays any incoming attachments. Select attachments to save, and click the Save icon to save the incoming attachments in the desired location. Multiple attachments can be selected and saved at a time.
To print the incoming attachments, click the Print icon. If the attachments do not exist in temporary directory then the attachments will be saved to temporary directory and printing dialog will be displayed. Multiple attachments can be printed at a time.
Message from this Customer
Displays the number of messages from this customer. Click the View icon to look at customer history and a list of messages.
Message History
Select either Brief or Details. Displays the history details of this message.
Source
Displays the source of this message.