A contact message is an entry that you add to the KANA Response system for an interaction with a customer that you have received from 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. In addition to adding the contact message information, you can handle the outgoing message as you would any other message as follows:
Add recipients and attachments
Categorize, route, forward and track, and collaborate
Create a follow-up to the message
You can create contact records for any of the following types of contact:
How do I create a contact message?