Objective
8x8 Contact Center now features an email enhancement where agents creating a new email interaction or responding to an inbound email interaction can search through the contact directory when they type in either of the TO/CC/BCC fields. This article will cover how agents can do this.
Applies To
- Agent Workspace
- 8x8 CC Email Interactions
Procedure
- Log in to the Agent Workspace.
- Start or reply to an email interaction
- For new outbound email interaction, select Add interaction > Email
- For any other active interaction, reply within the window
- Click into the TO/CC/BCC field; the same experience will work for all 3
- Start typing an email address or a contact’s name; results matching what users type will be shown in a new drop-down box.
- Users can click to select which contact they would like to the TO/CC/BCC email fields.
Additional Information
- This search will search through any contact that is within the CC contact list.
- The TO field is limited to only ONE email address; this is the current expected behavior and will continue to be expected behavior.
- The CC/BCC field can include more than one contact or email address.