With the Nextiva system, customers have a choice of channel preferences. The Nextiva system also handles incoming emails queued and routed by the built-in ACD. The incoming email can receive special treatment from the system, including automated email acknowledgment, agent scripts, and suggested email templates. As a user, you will be presented with the scripts and the email response templates once you accept the ACD email offer.
Incoming Email from the ACD Queue
When you are available, and an incoming email offer is presented, the Workitem Offer Pop-Up will appear in the lower right-hand corner of your screen.
Incoming Email Pop-up Window
The pop-up window has components similar to those of other workitems. However, there are some differences:
- Channel Type Icon: Email
- Email Address, Timestamp, Campaign, and Queue Indicator: The email address, timestamp, campaign, and queue indicator are in the upper middle of the Workitem Control Pop-up. This gives you text-based information on who the customer is, when the workitem came in, and to which campaign and queue the email came in.
- Countdown Timer: Located in the upper right-hand part of the Pop-Up.
Incoming Email Workitem
Upon accepting an email from the workitems tab, the email will open and show you the To address where your email reply will be sent and the CC address if one exists. You will also see the subject of the email and a From address. The From address is the address that you are sending from. It is recommended that you change any of these fields if you would like to CC or BCC someone on this email.
Survey
After accepting an email workitem, you may see a user survey. Your administrator custom-builds user surveys. If you have questions about filling out the user survey, please speak to your supervisor or administrator.
Contact Tab
After accepting an email workitem, click the Contact tab to reveal the Mini CRM screen. Here, you can add or edit information about the customer. The contact screen allows you to quickly review essential customer information, including fields for name, address, email address, time zone, coordinates, date of birth, and customer ID numbers or case numbers.
Depending on how your system is configured, you may be able to view the same contact information in a native, third-party CRM system with which Nextiva is integrated.
The use of tabs here provides you with a shortcut to that section. You can also scroll down to the section you have selected.
Notes Tab
After accepting a workitem, you can click on the Notes tab to reveal existing notes on the customer taken by other agents and create a new note.
Depending on your authority or class of service, you may need help to create new notes. Your system administrator sets this note-taking capability.
Personality Insights Tab
The Personality Insights tab reveals tips on how to best interact with the customer. Insights will only appear if there has been enough historical dialog with the customer to ascertain personality.
Data Tab
The Data tab stores essential customer snapshot information, including name and file number (if connected to the back-end system).
Information Tab
The Information tab provides details on the workitem, including priority, queue information, and start and stop times.
History Tab
The history tab reveals a chronological timeline of customer interactions. After performing a search, you will see arrows on the right side of the screen. Clicking on an arrow corresponding to a stored workitem will reveal more detail.
The history detail in an active workitem screen will appear on the right-hand side of the workspace. After a search, it provides a chronological history of interactions with the active contact.
You can click the drop-down icon at the top of the history section to choose how far back in history you want to see. Your choice will then display only items in that time frame selected.
Selection of Timeline Items
By clicking the “down arrow” icon associated with a particular timeline item, the item detail will expand to include additional information.
Events Tab
The Events tab provides information on workitems associated with the active work item, such as routing results and duration.
Transferring an Email
If other agents are available, you can transfer an email. You can transfer an email from the list or detail view. Click on the Transfer icon in the upper right-hand corner of the workitem workspace to initiate a transfer.
Once you initiate a transfer request, the company directory will pop up. Simply select an available agent or queue and then click the Transfer icon just below and to the right of the user or queue’s name.
Outbound Emails
Sending an Outbound Email from the User Menu
Access the User Menu and click Outbound Email to send an outbound email. Enter the email address and press Enter. Select the email campaign you wish to use from the Email Campaign drop-down list and click OK.
Sending an Outbound Email from a Contact
You can also send an email from a contact by selecting the Envelope icon next to the contact’s email address. When initiating an outbound email from a contact, the Nextiva system will use the default email campaign you selected under user settings. Enter your message and click Send. This will terminate the workitem.
Email Signature
You can now add a signature that will automatically be added to email workitems. The Email Signature section will have an editor to help you format the signature.
There will be a toolbar across the top of the editor that allows you to modify the:
- Headings
- Font
- Font size
- Text formatting (bold, italics, underlining, and text color)
- Emojis (New emojis have been added to Nextiva that can be used anywhere messages are sent in Nextiva, including different skin colors, and you can search for emojis by emotion.)
- Lists
- Paragraph formatting
- Inserting links
- Inserting files
- Inserting images
- Inserting tables
- Cleaning
- Undo/Redo
- Expand the editor to full-screen
NOTE: If you try to insert an inline image over 2MB, it will be added to the attachments instead of in the email. Files over 20MB will be rejected. If the total size of the files exceeds 20MB, you will receive an error message, and the file will not be attached to the email.