About Your Inbox

The Inbox shows the messages that you have received and who they are from so that you can answer them. When you first open your Inbox, the messages are in the order that they are sent from the server based on criteria such as whether they are routed or timed out or which queues they are in. Click the header to sort them by sender, subject, date, or case.

While a message is in your Inbox, you are the only person who can answer it; you cannot answer a message unless it is in your Inbox. If you are logged out and have stored messages in your folder, other users can find and transfer those messages to their own Inboxes.

Your Inbox can contain the following kinds of messages:

Messages that are routed to your queues
Messages that you saved when you logged out
Messages that KANA Response distributed to you from the general pool
Messages that are routed to you by KANA Response or by someone else in your group
Messages that you originated but have not sent including contact records, assuming you chose to save all messages in your Inbox when you last logged out and assuming the origination doesn't require the Inbox to exceed the maximum size selected by your KANA Response administrator
Messages that you forwarded or collaborated on with someone that have timed out
Messages that you sent but are not deliverable
Messages that are classified as Secure Messages

This is only available to sites that are licensed to use the KANA Response Secure Messaging system and the SOAP protocol.

Review messages that are routed to a queue where you are assigned as a reviewer

Note: The appropriate review permissions are granted by the Content Administrator.

Emptying your Inbox

When you send a response to a message, information about it is removed from your Inbox, and you cannot make any changes. You can retrieve both the original message and your response if you want to review, approve, or reject the message.

Receiving more e-mail messages

You can request more messages at any time. Click More to get more e-mail messages to answer. The Administrator sets the number of messages you receive and the number of messages you can have in your Inbox; the Administrator has the option of setting your Inbox to refill automatically when it is empty. You can also choose the automatic refill option in the Preferences window.

From your Inbox, you can:

Create a new message
Send a message
Answer a message
Route messages
View customer profile
View customer history
Add recipients
View statistics
Add a note to a message
Review a message and approve or return it to an agent

Know more about your Inbox.

How do I empty my Inbox?

How many messages display in the Inbox?

What is the processing time for messages?

How do I move a message to my Inbox?

How do I find a message by department?

Learn about forwarding and tracking a message.

How do I forward and track a message?