You can send a follow-up message to answer the first questions of an e-mail immediately and send additional responses with answers to remaining questions at a later time. Follow-up messages are similar to originated messages in that if you apply No Answer Message to a follow-up message, you cannot access it again. Do not use follow-up messages to record information about an interaction with a customer. Use notes or contact records.
Note: The follow-up option is available for completed e-mail messages, including no-answered messages in the Find Results and Customer History windows. The follow-up option is not available for originated messages.
Note: Follow-up message are treated as originated messages; originated message do not get escalated.
To create a follow-up message
Select the mail message that you want to create a follow-up to.
To create the follow-up message do one of the following:
Select the Create Follow-up Message check box in the Outgoing Message window.
Select a message and on the toolbar select Message -> Outgoing Message -> Create Follow-up Message.
Right-click a message in the Customer History window and select Create Follow-up Message.
Right-click a message in the Find Message Results window after conducting a search and select Create Follow-up Message.
Create the message.
Send the message.