V3 Email Sub Statuses
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
What’s about
The Administrator can set a list of Sub Statuses, namely secondary states that can be used by the Agent to mark:
a message which has been sent (in this case the sub-status is automatically removed anytime the email has been replied by the customer)
a message which has been received and needs to be highlighted
A default sub-status (Pending) is already available in the system. In addition to this, you can create as many custom sub-statuses as needed to suit your workflow.
Create an Email Sub Status
To create a new Email Sub Status:
Click on the Email menu and open the Email Sub Statuses section
Click on the button
Insert the sub status name and an optional description.
From this point on, the new sub-status will appear in the list of available options, and your agents will be able to select and use it during their interactions.
Sub-statuses can only be assigned to open messages. For more details, refer to the Agent's Email section in the Wiki.