Note
This tab is only available when the Communications web module is configured.
The InfoCenter Communications tab provides a quick summary of emails associated to the Customer. For each email you can see a portion of the message and an indication of the number of messages in the thread (with no ability to expand the thread). You also get an indication of the direction (incoming or outgoing), and an ellipsis button with options for Reply, Reply All or Forward (as on the Communications Page).
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Click NEW EMAIL to send an Email from this account.
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An email can be sent from an account by using the NEW EMAIL button on Communications tab in the InfoCenter, or the Communications page.
Note
Any email sent from the account will be listed on the Communications tab/page.
Selecting a Template
Clicking NEW MAIL opens a dialog for selecting and previewing a template. The drop down contains all templates configured in the Communications module with template type of Customer Template.
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When you select a template from the drop down, you can choose to preview it before actually using.
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No Template is an option. This creates a blank email for you to fill in.
Click SELECT when you have the template you want to use (or No Template).
Note
Templates must be configured in the Communications module.
The Email Dialog
Once the email dialog loads, with or without a template, you can edit the addresses, subject, and body. You can also attach files, embed images, and insert links. HTML is supported.
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Note
When you insert an image, the size is limited to 1MB.
Address Fields
From Address is based on Email setup
To Address: Enter addresses in the To, Cc and Bcc fields manually, or select an address book by clicking any one of these fields:
Company – contains email addresses for IDI platform users (SaaS Security) and user groups (IDI Desktop Client) for the environment. There are two tabs on this address book:
Users: SaaS security users that have an email address and have access to the Customer Care environment
Groups: IDI Desktop client user groups that have an email address
Customer – contains email addresses from the customer’s contacts
If the same email is present on multiple contacts, it will only appear once.
Search capability is also supported within the address book being viewed.
Clicking on an Email in the list opens the Communications Page for that Email.
Unread Email Indicator
This tab displays an orange circle on the envelope icon if there are any unread messages. Hover text shows unread message count when applicable.
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Any thread that has an unread message is displayed in bold