With Forward and Track you can forward a message to someone outside of KANA Response, and track the message in the system to make sure it receives an answer. For example, you may receive a message that is not meant for you. Or, you may receive a message that needs to be answered by another division or individual. In forwarding and tracking, you address the e-mail to a person outside the KANA system who can respond to the original e-mail; you do not see the reply to the customer before it is sent.
If the individual you forward the message to does not respond to the customer within a predetermined time, KANA Response notifies you. A copy of the completed response is routed through the KANA server and kept in the KANA database.
Standard Forward and Track templates may already be written and included in your system. By selecting the Forward action in the Recipient list, the comments in the template are inserted into your response.
Note: Your KANA administrator or workflow manager should create Forward and Track templates before you forward a message. If not, the person who receives the message may not understand why the message was forwarded and what to do next.
The Forward, Collaborate, Redirect, and To actions are mutually exclusive; if you choose one, you cannot choose the others. For example, if you want to forward a message to your company’s accountant, after you select the accountant in the Address Book and click the Forward button, the only available actions are Cc and Bcc.
Learn about possible forward and track scenarios.
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