Engage Digital | Composing an email in Inbox

Last updated on July 25, 2022
With action items, you can compose a new email in the same way as a message. 
  1. Go to Inbox via the left navigation bar.
  2. Click New Message.
  3. Select the desired channel.
  4. Click Recipients to populate the recipients. You can search for a recipient's email, first name, last name, or identity tag. To add CC or BCC recipients, click those fields.
  5. Fill out the remaining fields. (See Email options for more info).
  6. Write your message in the window.
  7. Click Send.
Composing an email.
Note: When adding  recipients, you can click the Recipients field for  additional options. The CC and BCC lines are collapsed by default, but you can expand these fields if needed by clicking on them.

Email options

Message-reply options are located at the bottom left of the Reply or Write an email window.
  • Attach file (paperclip icon): Lets you add one or more attachments from your computer. A Delete all link allows you to remove all files simultaneously.  

    Attachments will be private when sent by Facebook or a YouTube channel. A private attachment means the URL contains a token that will expire. For more details,
     see Sending an attachment to a customer.
  • Formatting (</>): Turns the font format toolbar on/off.
  • Reply assistant (feather pen icon): Enables the reply assistant, which will appear to the right of the Reply window. The reply assistant allows an agent to use knowledge base replies in responding to customers.
  • Preview (eye icon): Lets you preview a message before sending.
  • Request Approval (person icon): Activates the request approval button, which allows a supervisor to approve messages before they are sent. The request approval icon will be grayed out once activated.
When composing an email, you can specify To, CC, and BCC recipients.

Note: The appearance of the fields for the recipients will vary depending on whether your admin has configured an option to collapse the recipients. When collapsed, clicking To: will display additional fields for CC and BCC recipients.
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