Use KANA Response Agent to view and respond to mail quickly and efficiently. Instead of writing a unique answer to every message, KANA Agent builds an answer and automatically address it to everyone who needs it. You can review each answer and the list of people who are to receive it and make any changes you like.
Using KANA Response Agent, you can:
Write a unique answer to every message
Build an answer and automatically address it to everyone who needs it
View portals with different links based on the settings assigned through Content Administration
Select particular text or the entire link content under the portal tab and add it to the reply of the highlighted outgoing message
Review each answer and the list of people who are to receive it and make changes
Approve and reject review messages that are routed to a queue where you are granted review permissions
Route a pending review email to another user who has review permissions
Choose what information to send and choose who receives it
Track messages by storing copies of past messages and responses
Notes: If portals are assigned to Mail Client, the whole e-mail channel is displayed as a separate tab. For more information on portals and links, refer to KANA Response Administration Online Help.
If a portal consists of only one link, then the left frame is minimized. In other words it does not appear when selecting that portal tab. Instead, the link is executed to display the corresponding web page occupying the whole screen as one frame. For more information on portals and links, refer to KANA Response Administration Online Help.
To know more about access permission on Response Live, refer to KANA Response Administration Online Help.
Tips: You can view online help by clicking the question mark on each page. This opens the help topic corresponding to that particular topic in the application.
When you maximize your Mail window and open another window, such as the Find window, then switch to something else such as another application, then return to the Mail open window, the Find window will be hidden behind the main window. To access the hidden window, open the Window menu and select it from there.
KANA Agent includes a Web based messaging solution that provides a secure way to exchange sensitive information with customers over a trusted channel. A trusted channel is a channel trusted to carry confidential messages.
Some objectives of Secure Messaging are:
A secure e-mail box that requires authentication to gain access
A way for Response to route and queue confidential messages
A reply mechanism that prevents secure messages from being sent on untrusted channels
The Secure Messaging and SOAP features require separate licensing. Check the Partitions window to see if your site is licensed to use these features.
When a secure message arrives in your Inbox, a Lock icon appears in the third column of the row and the e-mail address includes the domain IP address.
KANA Secure Messaging handles the trusted communication between your organization and the customer mailboxes. Customers must pass an authentication point, which guarantees their credentials, to access their secure messaging mailboxes.
Secure Messaging differs from regular messaging in the following ways:
Authentication: This feature enables you to guarantee the identity of the individual or process sending a message.
Encryption: This feature scrambles the contents sufficiently to guarantee that only the intended recipient and sender are able to review the content of the message.
Assured Delivery: This feature certifies that the message was delivered to the intended recipient, with the date and time of the delivery.
Note: Prior versions of Secure Messaging in Response 7.5.x have separate customer history entries for SMTP (e-mail) messages and trusted (secure) messages. Since KANA Response, version 8, customers can combine both message history entries within Response. For more information on Secure Messaging, please refer to the KANA Response Secure Messaging Integration Guide.
A channel is a path or Web site that automatically sends updated information for immediate display or viewing on request. In Response, a channel is the pathway through which agents communicate with customers. Secure messages travel over trusted channels in the Response Secure Messaging system:
Trusted channel: A channel is trusted to carry secure, or confidential messages. Messages are often encrypted on a trusted channel. When a message is received on a trusted channel, it automatically becomes a secure message.
Un-trusted channel: A channel is not trusted to carry secure messages. For example an SMTP channel is usually not trusted because the message often passes through untrusted public networks without guaranteed confidentiality.
How do I reject a message or return it to the agent?