Adding Recipients to Outgoing Messages

When you are answering a message or creating a new message, you can add as many recipients as you want  by using the Recipients list in the Address Book or by typing the e-mail addresses for people not listed in the Address Book.

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 redirect a message to your company’s accountant, after you select the accountant in the Address Book and click the Redirect button, the only available actions are Cc and Bcc.

To add recipients from the KANA address book

1. In the Outgoing Message region of your Inbox, click the Select Recipients icon.
2. In the Available Recipients region of the Choose Recipients dialog box, select a recipient in the Address Book list and select one of the following action buttons:
   • To
   • Cc
   • Bcc
   • Forward
   • Collaborate
   • Redirect

The name is added to the Recipients Selected region.

4. Click OK. The names appear in the recipient field in the Outgoing Message region.

To add recipients who are not in the KANA address book

1. In the Outgoing Message region of your Inbox, select one to the following from the drop-down list:
   • To
   • Cc
   • Bcc
2. Enter the recipient's e-mail address in the recipient field.
3. Click the Add this Recipient icon. The name is added to the list of available recipients.

Note: The Recipients region automatically contains the original sender's e-mail address if the Auto-fill Reply to a address with <Original Sender> option is selected in Content Administration.

Learn about your Inbox.

How do I read a message?

How do I answer 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?

How do I view customer history?

How do I use message history?

How do I send a message?