##### USING the COMMON TOOLS > USING CONTACT HISTORY

# Actions on Stored Contact Interactions

You can save time and provide accurate data to your contact if you use the Contact and History tabs when responding to interactions.

For example:

1. You want to follow up on a request from the contact.

The contact has already received a number of e-mails or SMS about a certain subject (these e-mails are stored in the history for that contact).

The Follow Up feature enables you to perform this action.

2. You want to use the content of an e-mail or SMS that is stored in the Contact History to supplement your answer to another contact's request.

The Edit As New and Forward features enable you to perform this action.

3. You want to select an e-mail or Open Media, such as SMS. that is still in the workflow, pending distribution.

The Open feature enables you to perform this action.

4. You want to preview an interaction in the Contact History before printing it.

The Print Preview feature enables you to perform this action.

## Using Contact History to Send Outgoing E-Mail

1. On the History tab for the contact, select the e-mail that you want to use.

2. Select the View Details tab.

3. Click the button, and then select one of the following options for handling the outgoing e-mail.

- Forward to send the e-mail to another party, using the standard Outgoing E-Mail form.

- Follow Up to handle this interaction just as you would handle a standard outgoing e-mail form.

- Edit As New to select a new contact and then handle this interaction just as you would handle a standard outgoing e-mail.

### Selecting Forward

If you select Forward, Genesys Desktop opens a copy of the original e-mail in your interaction window.

- The To, Cc, and Bcc fields are blank.

- The From field is populated with the To address from the original e-mail, or with a predefined address.

- The Subject field displays the prefix fw:, followed by the subject of the original e-mail.

- A delimiter appears between the content of the forwarded e-mail and your own outgoing e-mail. This "quote header" indicates that the content of the e-mail has been taken from another e-mail.

- The e-mail body contains the content of the original e-mail.

### Selecting Follow Up

If you select Follow Up, Genesys Desktop opens a copy of the original e-mail in your interaction window.

- The To:, Cc:, and Bcc: fields display the original recipients.

- The Subject field displays a prefix (for example, fw:), followed by the subject of the original e-mail.

- A delimiter appears between the content of the forwarded e-mail and your own outgoing e-mail. This "quote header" indicates that the content of the e-mail has been taken from another e-mail.

- The e-mail body contains the content of the original e-mail.

Note: The Follow Up action is available only if the e-mail that you select has been sent at least once.

### Selecting Edit As New

If you select Edit As New, Genesys Desktop opens a copy of the original e-mail in your interaction window.

- The To, Cc:, and Bcc: fields are empty.

- The From field is populated with the To address from the original e-mail, or with a predefined address.

- The e-mail body contains the content of the original e-mail. There is no delimiter; therefore, you can use the content of the e-mail as-is or modify it to suit the current interaction.

## Using Contact History with Incoming E-Mail

1. On the History tab for the contact, select the stored e-mail that you want to use.

2. Click the View Details tab.

3. Click the button, and then select one of the following options for handling the e-mail the incoming e-mail:

- Reply to answer only the recipient, using the standard Outgoing E-Mail form.

- Reply All to answer all the recipients (including those listed in the Cc: field, but not those listed in the Bcc: field, because these are not visible to you), using the standard Outgoing E-Mail form.

- Forward to send the e-mail to another party, using the standard Outgoing E-Mail form.

- Edit As New to select a new recipient. Genesys Desktop opens the original copy of this e-mail in your interaction window, but the To field is empty.

- Open to intercept an incoming e-mail that is still pending distribution in the workflow.

#### Selecting Open

If you select Open, Genesys Desktop intercepts the incoming e-mail while it is still pending distribution in the workflow.

The status of pending interactions can be:

- In a work bin: The interaction is currently in the specified Workbin.

- Queued: The interaction is currently in the specified queue.

- Routing: The interaction is currently being routed to the specified queue.

- Handled by an agent: The interaction is currently being handled by an agent.

- Stopped: The interaction cannot be opened.

You can open any interaction that is pending with a status of Queued, In a Workbin, or Routing. As soon as you open a pending interaction, its status changes to Handled by an agent.