Collaborating on a message lets you to work with someone outside of KANA Response to answer a complex or unique request. You can send the message to the third party with your request for comments. A standard collaboration template can be written and entered into your system. By selecting the Collaborate option in the Recipient list, the comments in the response template are inserted into your message to the third party when you send it. If the collaboration template is defined, it is automatically added to the beginning of the message.
In the Outgoing Message region, click the Recipients icon.
Select a recipient in the Address Book list of the Choose Recipients dialog box.
Click Collaborate to add the selected person to the list of recipients in the outgoing message.
In the Outgoing Message region, choose Collb in the To: drop-down list.
Click in the Recipients field and enter the e-mail address.
Press Enter or click Add this Recipient icon to add this recipient to the list of recipients.
Click the Send messages icon in the toolbar.
Note: It is not possible to collaborate and reply to a message at the same time.
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