If a message is addressed incorrectly, or does not need to remain in the KANA system, you can redirect it to the appropriate person instead of answering it.
Indicates whether you want to allow users to select another From address for replies to customers. This is the address that will automatically appear in the To field if the customer replies. If you select this option, users can click the From icon in the Outgoing Message window in KANA Mail to select a different From address.
Indicates the e-mail address inserted in the From field of a new outgoing message that originated from within the KANA Response system. Replies from customers are returned to this address.
Important! All bounces messages (and other types of notification messages) return to the original senders KANA Response Mailbox.
You can redirect up to 100 e-mail messages simultaneously, by selecting the messages you want to redirect. 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.
Note: You can use a redirect to redirect an incoming message to another person. If a category that has a redirect recipient is applied to an originating message, the recipient is ignored because there is no incoming message to redirect. When this message is sent, your originating message is sent to the recipient that you specified. If you have a blank text area, then a blank email will be sent to the recipient, which is not the redirect recipient.
To redirect to someone who is in the KANA Response Address Book
Select the message you want to redirect.
To redirect to someone who is not in the Address Book
Select the message you want to redirect.
How do I create a new e-mail message?
How do I review the source of a message?
How do I reject a message or return it to the agent?