Handling Inbound Email in Sharpen Q

The Basics

For an Inbound Email, you’ll notice that the Number corresponds to an email address instead of a phone number. In order to use the Place Call Button, make sure you enter a number within the Callback #

Click the Reply Button to launch the email response window. Here, you can type your message, attach files, and then send.

You can close the interaction when sending this message, or keep it open if you are communicating via another channel.

Open

Additional Details

If a customer responds to this email, the interaction will enter the Queue again.