Outgoing Message

Recipients

Add to your outgoing message. Click the Recipients icon to view a list of recipients, or you can enter the e-mail address in the text field. The Original Sender e-mail address will be populated automatically if ”r;Auto-fill Reply to a address with <Original Sender>" option is selected in the content Administration.

Auto Suggest Recipient Email Address feature has been introduced to list email address from the address book entries when typing first name or last name.

Categories

Click to select a category for your outgoing message. Categories describe the content of a message, i.e. a topic, issue, question, request, etc.  Each category provides a standard response that can be used over and over again to answer messages that fall into that category. Your department or company creates categories and the category contents that work best for your situation. Click the Categories icon to select from a list of categories. If the categories are applied through rules, a Rule icon would be displayed beside the category.

Subject

Enter or change the subject of the outgoing message.

Phrases

Select standard phrases that are used in your outgoing message. These standard phrases are created by your Administrator.

Greeting

Select a greeting to include in your outgoing message. e.g. Dear Sir. These are created in Content Administration.

Header

Select a header to include in your e-mail message. Header is an introductory sentence or paragraph. These are created in Content Administration.

Signature

Select a signature to include in your message. e.g. Sincerely, Yours truly, etc. These are created in Content Administration.

Footer

Select a footer to add to your outgoing message. This is the closing sentence or paragraph that appears before the signature. These are created in Content Administration.

Attachments

Click the Attachment icon to add an attachment to the outgoing message.

Keep case ownership

Select to keep case ownership.

Include incoming attachments

Select to include incoming attachments in the outgoing message.

Create follow up message

Select to create a follow-up message.

Message text

Enter the text for the outgoing message. The Editor used could be either Plain Text Editor or Rich Text Editor / HTML Editor.  

Spellcheck

Click to spellcheck the message.

Insert solution from KANA IQ server

When you are composing an outgoing message or response, click the Insert solution from KANA IQ server icon in the Outgoing Message region of the window. If this button is deactivated (grayed out), your instance of Response is not integrated with KANA IQ.

Plain Text / HTML editor

Use this button to toggle between Plain Text and HTML editor.

• The button displays "H" if you are in the Plain Text editor mode.

• The button displays "P" if you are in the HTML editor mode.

If you toggle from HTML to Plain Text editor, the format changes are lost and cannot be reverted.

Insert Merge Field

Select this icon, if you want to insert a merge field into your message. After selecting this button, specify a Leading text or a Trailing text or both to appear before and after the merge field to form a customized sentence.

Re-create the outgoing message

Select to ignore the currently composed message and re-create a new message. However, the original message to which you intend to reply is not cleared.

Clear the outgoing message

Select to completely clear the text area. This action clears even the original message received.