About Response Manager
Response Manager helps you to effectively manage your email communications with customers and process large volumes of incoming mail. Several key features help to automate message assignment and processing:
You create group mailboxes to handle messages for different departments (such as sales or support). Each group mailbox is assigned an email address (such as
email@example.com) and receives all messages sent to this address.
Messages received by a group mailbox are first processed by customizable rules which can send auto-replies; categorize, move, or delete messages; and assign messages to users. Messages that remain unassigned after rules processing are then automatically distributed, if desired, to the users participating in the group mailbox. These users are responsible for replying to customer messages and are able to choose from standard responses that have already been prepared, when sending a reply.
Replies and other outgoing messages are also processed by rules, and can be sent through an approval process before the final messages are sent to customers.
Response Manager gives you full control over how messages are handled. For example, you can:
Route incoming messages to individuals in workgroups based on rules you establish. This ensures that messages are routed to the user best suited to handle them. See Using Mail Rules.
Track and report on email conversations. Messages that are part of the same conversation, or thread, are assigned a thread id, making tracking and reporting easy. See “Searching for Messages” in the User Guide.
Create predefined responses. Standard responses increase productivity and accuracy since users can simply choose from a set of approved replies rather than having to create a custom response for each message they receive. See Working with Standard Responses.
Set up an automated approvals process for outgoing messages, assuring you of responses that conform to organizational guidelines. See Working With Group Mailboxes.
Response Manager is easy to set up and maintain, so you don’t need to be an expert to act as the administrator. Users won’t require a great deal of training either, since they interact with the software through the familiar interface of a standard email program such as Microsoft Outlook.
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