User Guide

Replying to Emails 83
Sending Replies
The Send button is used to send an email.
To send an email:
 In the Reply pane toolbar, click the Send button.
The reply is sent, but the activity remains open until it is completed.
Sending Replies and Completing Activities
To send your reply and complete the activity with a single click, use the Send and Complete button. The reply
is sent out and the state of the activity is set to Complete.
If the wrap-up activity action is assigned to you, the activity does not get completed when you click the Send
and Complete button. The activity goes into wrap-up mode and your mode also changes to wrap-up until you
complete wrap-up activities.
To send and complete an activity:
1. In the Reply pane toolbar, click the Send and Complete button. It sends the reply and sets the state of the
activity to Complete.
If the wrap-up activity action is assigned to you, the activity is not completed when you click the Send and
Complete button. The activity goes into wrap-up mode and your mode changes to wrap-up.
2. After completing wrap-up tasks, click the End Wrap-up button to complete the activity. When you end
wrap-up, your mode is set to available and the next activity is assigned to you.
Resubmitting an Activity
If an activity was rejected by a supervisor, as part of the Outbound Email Review workflow, you may need to
modify your reply and resubmit it.
To resubmit an activity:
 In the Reply pane toolbar, click the Resubmit button. It sends the reply back to the supervisor for review.
If the supervisor accept the reply, it is sent to the customer. If your original action was a Send and
Complete, the activity is closed, If your original action was Send, the reply is sent, but the activity is not
closed.
Saving Drafts
You may wish to save a draft of your message in the reply pane without sending the reply or completing the
activity. The application allows you to save a draft of your reply.
Important: If you edit the contents of the text box, and go to another activity without
saving a draft, you will lose your changes.