To create a contact message
From the Inbox, click the Create a new contact message icon on the toolbar or select Message > New Contact Message from the main menu.
Enter contact information in the New Contact Message dialog box.
Note: Each message in KANA Response is associated with a customer. Each customer is identified by one or more e-mail addresses. When you create a contact message, you must provide an e-mail address for the customer. You can type an e-mail address in the E-mail Address box or you can click Find to search for a customer and transfer the e-mail address back to the Create New Contact window. (See How To Find a Customer.) If you type an e-mail address that is not associated with a customer, KANA Response asks you if you want to create a new customer profile. You can also choose to associate this contact message with an existing case by entering a valid case number in the Existing Case Number (optionally) field. The case number must match the e-mail address of the original incoming message with which you want to associate this contact message.
Click OK.
A contact message stays in your Inbox until you complete it.
If you only want to keep a record of the contact with the customer, do one of the following:
Right-click on the contact message in your Inbox and select No Answer Message.
Select the No answer is needed icon on the toolbar.
A contact message is released from your Inbox when you log off, unless you choose to keep it.