Forwarding and Tracking Messages

You can forward a message to someone outside the KANA system and track whether the recipient has responded to the customer. You may receive a message that is not meant for you or messages that need to be answered by someone who is not an agent for Response.

To forward and track a message to a person listed in the Address Book

1. Click the Recipients icon in the Outgoing Message region of the Inbox.
2. Select the recipient for the forwarded message in the Available Recipients list in the Choose Recipients dialog box.
3. Click Forward to move the recipient to the Recipients Selected list.
4. Click OK.

To forward and track a message to a person who is not listed in the Address Book

1. In the Outgoing Message region of your Inbox, click in the Recipients field to display the freeform text line.
2. Choose Fwd in the To: drop-down menu.
3. Enter the e-mail address in the text area.
4. Press Enter or click the Add this recipient icon.
5. Click the Send message icon in the toolbar.

Note: You cannot answer and forward and track a message at the same time.

How do I view customer history?

How do I use message history?

How do I send a message?