To edit a contact message
In your Inbox, select the message you want to edit.
In the Outgoing Message region, edit the message text.
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.
How do I create a contact message?
How do I reject a message or return it to the agent?
How do I view customer history?