Review Message

If the KANA Response Content Administrator assigns you as a reviewer, you will be able to download or transfer the messages that are routed to a review queue into your Inbox.

 

The review messages are identical to normal incoming messages. They are in a pending review state.

 

You can either Approve the messages by clicking the Approve message button, or reject the messages by clicking the Return message to agent button.

To Approve a message
  1. Open your Inbox.
  2. Select the pending review message you want to approve from your Inbox Message List. The message content appears in the Incoming Message/Message Content region (Message Content tab) of the window.
  3. Click the Details tab to view the message details. If a review message is highlighted in the Inbox, the Approve message and Return message to agent buttons will be enabled, and the Send button will be disabled.
  4. Click the Approve message button.
  5. You can choose to Approve multiple messages at a time, by selecting the messages and clicking the Approve message button.
To Return a message to agent (reject a message)
  1. Open your Inbox.
  2. Select the pending review message you want to reject  from your Inbox Message List.
  3. Click the Return message to agent button.
  4. You can choose to reject multiple messages at a time, by selecting the messages and clicking the Return message to agent button.
You can also route, no answer, collaborate, forward and track a pending review message.
 

NOTE: When a rejected message gets back to the original agent that completed the message, the mail client indicates that the message has been rejected.

 

NOTE: When you select multiple messages, if some messages are pending review and some are not, then the Send, Approve message, and Return message to agent button are all disabled. You can only approve all the messages that are in a pending review state.

 

NOTE: You can no answer a review message. This is applicable when an agent responds to a message but you decide that it does not need any further response.

 

NOTE: On approval, the Redirect, collaborate, forward and track messages that are pending review, shall  revert to their original action.

 

Learn about your Inbox.

 

Learn more about Incoming Message Region.

 

How do I send 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 create a new e-mail message?

 

How do I review the source of a message?

 

How do I move a message to my Inbox?

 

How do I find messages by department?