Step 1: A pop-up will appear on your agent dashboard containing the contact’s information.
Step 2: Inbound emails can be received from an existing contact, a second existing contact using the same email address, and a new/unknown contact.
Existing Contact: When the email address is linked to an existing contact, The contact card will automatically open for that user.
Email address matching with multiple contacts: The contact information may reflect as unknown due to multiple contacts that match the contact information. A good example would be with two saved contacts using the same email address.
Unknown Contact: When receiving an email from an unknown contact with no optional contact to select from, a new contact needs to be created.
Step 3: When the contact has been identified, their contact card will automatically open. Here you will be able to see your current interaction as well as all past conversations. Here you have the ability to toggle between conversations by selecting the conversation name from the conversation history. Conversations are grouped into two different outcomes:
Closed - Reflects as Successful or Unsuccessful
Open - Reflects as New or Pending
Step 4: When the contact has more than one open conversation, the incoming interaction will not be auto-linked to the required conversation. Select the linking icon on the interaction history and select the open conversation to which you need to link the email to.