Message Queue Features Update

Posted on 6/18/2012 by Scott Whitsitt in Best Practices Message Queue Send and Leave Open Roadmap

Release 5.12 includes some new enhancements to the message queue page, including a Send and Leave Open option. I thought this would be a good opportunity to review some of the different scenarios your agents' might encounter when responding to customer email, and how they can be handled within iService. But first, a quick overview of the new Message Queue features in release 5.12.

New Message Queue Features in iService 5.12

Send and Leave Open

There are times when you receive a question that will take you a while before you can find the solution. If it's going to take you longer than your normal service level, it's a good idea to provide a quick response back to customer letting them know that you're working on it but it will take a while. Since you don't want your response to resolve the customer's question, we've added the new leave open option within the advanced send button.

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As shown above, click on the drop-down portion of the send button and check the leave open box. Then click the send button to send your note to the customer and it will convert your response into an agent email and leave the original question in your queue unresolved.

Reply All

Another enhancement in release 5.12 is a change to the way we handle receipients on the cc line of incoming messages. If you receive a message for a customer and they cc'd other recipients, iService will now place a hyperlink in the cc field in the my queue page when you are viewing the message. This lets you know right away that there were others copied on the message, and you can click the hyperlink to paste the full list of recipients into the cc line of your response, as shown below.


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HTML View within Message Queue (My Queue and Supervise)

We now include an HTML view of messages in the My Queue page, as shown below. Just click on the heading of that tab to view the HTML version of any message received.

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In the Supervise page, the HTML view is shown by default for all messages when it exists. If the message has no HTML content, the plaintext version will be shown.

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NOTE - in iService6, the HTML version of all messages will be used by default and you will have a full featured rich text editor to compose your responses.

A Refresher On Other Message Queue Features

I've noticed that many agents use iService effectively for years, but never fully explore all of the features within the Message Queue - My Queue page. Here are some of the features that we use quite often.

Expect Customer Reply / Pending

There are times when we send a response but are expecting the recipient to get back to us. In those cases, we like to have a copy of what we sent them in case we need to send a reminder that we're still waiting for them. A good example of this is sales correspondence when we ask for some additional information, or perhaps a status of their decision.

The best way to handle this is to select the Expect Customer Reply option on the Advanced Send button (see below).

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When you check this box before clicking Send, iService will create a special interaction type called ResponseExpectingReply. This is an answer interaction, so it will not be shown as an unresolved question waiting for you to answer it. Instead, it will be placed in your Pending tab where you can access it at any time. No other agents will see this in any of the queues since it your pending item. You can access your pending items similar to interactions in your My Message Inbox.

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Suppress Reference Number

We use iService for all of our sales prospecting activities, including outbound email campaigns, sales call notes, and email correspondence. Since the Ref# in the subject line is mostly associated with service and makes your response appear less personal, we always suppress it in our sales correspondence. To suppress the Ref # from the subject line, select the Suppress Reference box on the Advanced Send options before sending your reply. This can be done for agent email as well as responses from the My Queue page.

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These are just a few of the features in the Message Queue page, but I've found that we use them quite often.