Use this dialog when creating a new message for a contact. A contact message is an entry that you add to the KANA Response system for an interaction with a customer that you received outside the KANA Response system. For example, if you talk to a customer on the telephone, you may want to keep a record of the call or generate a response to the call using e-mail. Select the message type, and enter details about the message and contact. After you enter these details, you can enter the content of the message in the Incoming Message region of the window.
Note: the contact message will appear in your Inbox Message List. You can find it easily, because it will have either a fax, letter, face to face or phone icon next to it, depending on the type of contact.
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New contact message type |
Select the type of contact. |
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E-mail address |
Enter the e-mail address for the contact. |
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Existing case number |
Optionally, enter a case number. |
What is in the Incoming Message region?
How do I create a new e-mail message?
How do I review the source of a message?