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Adding E-mail Address Information to a Customer Profile

Many customers have more than one e-mail addresses. You can add numerous e-mail addresses to each customer profile to reach multiple individuals. One e-mail address must be marked as the preferred e-mail address. KANA Response uses this address as the default e-mail address when you view the customer profile and when you create an outgoing message to the customer.
 

Note: After you add an e-mail address, you cannot delete it.

To add an email address

1. Click the Customer Profile icon on your toolbar.

2. Click Edit  in the E-mail address region of the Customer Profile window.

3. Enter the e-mail address in the Customer E-mail Information dialog box.

4. Click Add.

5. Click OK.

To edit an e-mail address

1. Click the Customer Profile icon on your toolbar.

2. Click Edit in the E-mail address region of the Customer Profile window.

3. Select the address that you want to edit and click Edit.

4. Make changes to the address.

5. Click Add.

6. Click OK.

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How do I merge customer profiles?

Learn about customer profiles.