Answering Messages

This section explains how to answer messages. If you can't answer a message, you can forward the message to another person or choose to collaborate on a message.

To answer a message

1. Select the message in your Inbox that you want to respond to. If you can answer the message, skip to step #3.
2. Decide what to do with the message if you cannot answer it.
   • Some messages may not require an answer. Remove these from your Inbox.
   • Some messages may not be your responsibility. Route these to someone else.
   • Some messages may require information from someone else. Collaborate with the other person about these.
   • Some messages may be incorrectly addressed or may not belong in the KANA system. Redirect these to the proper person.
   • Some messages require an answer but someone other than you must provide the information. Forward and track these messages.
3. Add recipients. You can add recipients using the Recipients list or by typing the e-mail address of people not in the Address Book. A message can have up to 100 recipients.
4. Assign categories, which can include text and attachments. You can assign up to 100 categories to a message.
5. Enter a subject for the message in the Subject field. Optionally, change the subject for the message. The default subject that KANA Response supplies is Re: <original message subject>.
6. Choose a greeting, header, footer, and signature by clicking the appropriate down arrow and making a selection (optional).
7. Add attachments in addition to those attachments in a category. You can include attachments as large as 22 MB.
8. Select the Keep case ownership checkbox if you want the response to come back to you instead of  to the agent next in line to get messages.

Note: If the Tracking ID option is turned off in System Administration and if the same messages are routed to another user and then replied with Keep Case Ownership, then the messages do not go out with a KMM number.

9. Select the Create Follow-up Message check box if you want to create a follow-up message to send additional information to the customer. KANA Response creates another message with the same subject and case number and adds it to your Inbox.

Note: The follow-up message is created after this message is sent.

10. Select the Include incoming attachments check box if you want to include the original attachments in your response.  
11. Select the High Importance check box if you want to create a message with high importance. KANA Response adds the high importance flag tot he outgoing message. This means that in compatible mail clients e.g. Microsoft Outlook the message will be flagged with high importance
12. Select the Request Read Receipt check box if you want to request a read receipt for this message. This means that a read receipt message is sent from the customer mail tool whent he customer reads this mail message. This message will be sent from the customer to KANA Response when the customer reads this message.

Note: The request read receipt functionality requires the customers email client to support this function and that the customer has enabled this functionality. The customer may be prompted depending on his or her settings in their mail client to send a read receipt. Enabling this checkbox does not guarantee receiving a read receipt when the customer reads a message. Please consult the customer mail client read receipt documentation for further information.

10. Enter the body of the message.
11. Check the message for spelling.

12. Click the Send messages icon in the toolbar.

Note: If a mailbox is deleted after a message has been received through this mailbox, and an agent replies to the message, the message is not sent and bounces back. The agent receives this bounced mail in the Inbox along with a message stating that the "From" mailbox is deleted.

Learn about your Inbox.

How do I add a category to a message?

How do I read a message?

How do I review a message?

How do I approve a message?

How do I reject a message or return it to the agent?

How do I view customer history?

How do I send a message?