Step 1: All incoming email will be served to the agent. A pop-up will appear containing the contact's details.
Incoming emails can originate from an existing contact, a second user using the same email address as an existing contact, and a new contact.
1. Existing contact
If the email address is linked to an existing contact, you will be directed straight to their contact card.
2. Email address matches with more than one contact.
The contact may be unknown because there is more than one contact that matches the contact information, e.g. two contacts using the same email address.
3. Unknown Contact
When a contact is unknown, you must create a new contact.
Step 3: Once the contact has been identified, you will be directed to their contact card. You will see your current conversation as well as all past conversations. You can toggle between conversations by selecting the conversation name from the conversation history. The conversations are grouped into closed (successful or unsuccessful) and open (new or pending) conversations.
Step 4: If the contact has more than one open conversation, the incoming interaction will not be auto-linked. Select the linking icon on the interaction history and select the open conversation to which it belongs.