Creating New E-Mail Messages

Normally you respond to messages that are in your Inbox. You can also originate a message, using the Create new Outgoing Message icon in the toolbar, to someone who is in the KANA Response Address Book or to someone whose e-mail address you know.
To create a new e-mail message
  1. In your Inbox, click the Create a new outgoing message icon on the toolbar, or click Message > New E-mail Message from the main menu.
  2. In the Incoming Message region of the window, enter a note that you want to add to this message.  
  3. In the Outgoing Message region, select the recipient.
  4. Enter the subject of the e-mail.
  5. Select the appropriate phrases to add to the message.
  6. Enter the message text.
  7. Optionally, you can select categories, add attachments, or check spelling.
  8. Send your message by clicking the Send messages icon in the toolbar.

Learn about your Inbox.

 

How do I read a message?

 

How do I answer a message?

 

Can I spellcheck an outgoing message?

 

How do I send a message?

 

How do I review a message?

 

How do I approve a message?

 

How do I reject a message or return it to the agent?

 

Can I collaborate on a message?

 

Learn about categories.

 

Learn about attachments.