You can respond to emails using Webex Contact Center Agent Desktop.
When you receive an email from a customer, a notification dialog box appears in the Active Contact List under the Email and All tabs in the Agent Desktop. The dialog box displays the name of the customer, the queue that routed the email to you, and
a timer indicating how long the email is offered to you.
You can respond to the email in the following ways:
Send an instant reply. Instant replies provide a quick way to respond to simple queries. For more information, see Send a Quick Reply Email.
Send a standard reply. Standard replies allow you to format your text, add images to the message, incorporate content from
resource template, attach files, and so on. For more information, see Configure and Send a Standard Email Reply for more information.
If you do not accept the email contact card within the time period that your Organization Administrator configures, the notification
card blinks for some time in the Active Contacts List, and the system changes your status to Ring On No Answer or RONA. RONA is based on the timeout setting that your Organization Administrator configures. If you want to receive contacts of any media
channels including new emails, you have to manually change your status to Available.
You can also close an email without responding, by clicking Close and then entering the wrap-up information.
You can manually change your status to any idle state, for example, when you complete any other task, such as compose an email,
or when you are wrapping-up the email request. For more information, see About Agent States.
If the content is identified as containing data that violates the Payment Card Industry Data Security Standard (PCI DSS),
As part of security compliance, the PCI DSS does not permit you to send sensitive information such as credit card data and
other personally identifiable information (PII).