Working with Categories

You can create categories for different types of messages (such as complaints, product inquiries, and support requests). Categorizing messages is useful for reporting and for organization within users’ mail programs. Messages can be assigned to categories either manually by users or automatically using rules (see Adding, Editing, and Deleting Mail Rules).

Keeping the number of categories small will help users categorize messages effectively–if the list is too long, users will not easily be able to find the category they want, which may discourage them from categorizing messages at all. A smaller, more manageable category list will also be more helpful for reporting purposes.

Each category you create can be associated with one or more group mailboxes. Associating a category with a group mailbox causes a folder to appear for the category in the group mailbox users’ mail programs. It also allows use of the category in mail rules for the group mailbox.

  1. To create or modify message categories, click the System tab.

  2. Click Categories.

    Categories icon
    Categories icon

    The Categories dialog box appears.

    Categories dialog box
    Categories dialog box
  3. To create a category, click Add.

    or

    To modify a category, select the category and click Modify.

    Category editing dialog box
    Category editing dialog box
  4. Enter the category name and check the group mailboxes you want it to appear in.

    Unchecking a group mailbox for a category does not affect messages that belong to the category already. Although the category will no longer be available to group mailbox users, reports will still show the previously categorized messages. You may remove recent group mailbox messages from a category by deleting them from the group mailbox category folder in your mail program.

  5. Click OK.

To delete a category:

You can also work with categories from the group mailbox editing dialog box:

  1. Select the Group Mailboxes tab.

  2. In the list, select the group mailbox to work with and click Modify.

  3. Click Categories.

    Categories dialog box (group mailbox version)
    Categories dialog box (group mailbox version)

    All categories defined in the system are listed. The checkboxes beside the category names indicate the categories associated with this group mailbox. Check a checkbox to make its corresponding category available in the group mailbox; unckeck a checkbox to remove a category from a mailbox.

Working with Standard Responses

To increase productivity, you can create standard responses that deal with typical inquiries, such as requests for product information and help with frequently encountered technical issues. Response Manager users can then quickly send a standard response as a reply to a message, instead of writing a message from scratch. Users can also customize a standard response by copying the message text into a blank message and editing it before sending.

  1. To create or modify standard responses, click the System tab.

  2. Click Standard Responses.

    Standard Responses icon
    Standard Responses icon

    The Standard Responses dialog box appears.

    Standard Responses dialog box
    Standard Responses dialog box
  3. To add a standard response, click Add.

    or

    To edit a standard response, select it in the list and click Modify.

    Standard response editing dialog box
    Standard response editing dialog box
  4. Define the standard response by filling in the following information.

    Name
    A descriptive name for the standard response. What you enter here appears as the name of the standard response in Response Manager users’ mail programs.
    Show in
    The group mailboxes that should have access to this standard response.
    To
    The recipients for the standard response.

    To send the standard response to the sender of the original message, select Message sender.

    To send the standard response to a different address, select Other address and enter the email address. You can enter multiple addresses, separated by commas or semicolons.

    CC, BCC
    The addresses to which you want to send copies of the standard response. You can enter multiple addresses, separated by commas or semicolons.

    Use the BCC field for addresses that you do not want the To and CC recipients to see.

    Reply To
    The address where any reply messages to the standard response will be sent.

    To have replies sent to the group mailbox that sent the standard response, select Original mailbox.

    To have replies sent to a different address, select Other address and enter the email address. You can enter multiple addresses, separated by commas or semicolons.

    Subject, Message
    The message subject and message text.

    You can use variables to automatically insert text in your message, such as the date or the sender’s name. Variables that refer to message attributes (such as From address, Subject, or Received date and time) refer to the original message; i.e., the one the standard response is replying to.

    To insert a variable:

    1. Place your cursor where you want to insert the variable.

    2. Click Insert Variable.

    3. Select a variable from the list and click OK.

    For more information on using variables, see Variables.

    Attachments
    You can attach files, such as PDF or Word documents, to a standard response.
    1. Click Browse Local to use a file from your local system; i.e., the computer running Response Manager Admin. Select a file and click Open.

    2. Click Browse Server to use a file stored on the Response Manager server. Select the file(s) and click Attach. For details on uploading files to the server, see Working with File Attachments.

    To delete an attachment from a standard response:

    • Select the file in the Attachments list and click Remove.
    HTML Message
    Select this option if you want to include HTML formatting tags in your message (such as <b></b> for bold or <i></i> for italic). When this option is chosen, the recipient will see the formatting you have applied with the HTML tags, assuming the recipient has an HTML-capable email program.

    There is currently no way to specify both HTML and plain-text content (known as “multipart/alternative”).

  5. Click OK.

You can also work with standard responses from the group mailbox editing dialog box:

  1. Select the Group Mailboxes tab.
  2. In the list, select the group mailbox to work with and click Modify.
  3. Click Standard Responses.

    Standard Responses dialog box (group mailbox version)
    Standard Responses dialog box (group mailbox version)

    All standard responses in the system are listed. The checkboxes beside the standard response names indicate the standard responses associated with this group mailbox. Check a standard response to make it available in the group mailbox; uncheck a standard response to remove it from a mailbox.

  4. To add a standard response, click Add.

    or

    To edit a standard response, select it in the list and click Modify.

    Standard response editing dialog box (group mailbox version)
    Standard response editing dialog box (group mailbox version)

    Any changes made to a standard response are reflected in all the group mailboxes that use it, not just the current one.

  5. Edit the fields in this dialog as described above. (The Show in field does not appear here. New standard response are automatically associated with the current group mailbox. If you want to have a new standard response appear in other group mailboxes, either make the associations in the other mailboxes or in the System tab’s Standard Responses dialog box.)

  6. Click OK.

To delete a standard response:

Variables

As described above, standard responses support several special variables in the message subject or body. These variables are substituted with actual data each time the standard response is sent. The following table describes each of the variables. In the descriptions, “original message” refers to the message being replied to.

Variables are case-sensitive. You must specify the names in lowercase, as shown below.

This variable……is substituted with this value
%%from%% The complete From header value of the original message. E.g.: "John Galt" <john@ouray.com>.
%%from-domain%% The domain portion of the From address of the original message. For example, if %%from%% returns user@mail.example.com, %%from-domain%% will return mail.example.com.
%%from-email%% The email address portion of the From header of the original message. E.g.: john@ouray.com.
%%from-name%% The personal name portion of the From address of the original message. E.g.: John Galt.
%%from-user%% The user portion of the From address of the original message (the part before the @ symbol). E.g.: john.
%%sender%% The Sender email address of the original message. This is normally the same is the From address, but will be different if the message was sent by one person on behalf of another.
%%to%% The To email address of the original message.
%%sent%% The date and time the original message was sent.
%%received%% The date and time the original message was received by Response Manager. E.g.: 2011-11-08 13:48:39.0.
%%received-mmddyyyy%% The date the original message was received by Response Manager. E.g.: 11/8/2011.
%%subject%% The subject of the original message. The (Thread:nnnn) portion, if any, is not included.
%%priority%% The priority of original message. For example: high, normal, low.
%%sensitivity%% The sensitivity of original message. For example: confidential, normal, private.
%%header.anyheadername%% The value of the named header from the original message. For example, %%header.Content-Type%% might return text/plain; charset="UTF-8". If multiple headers of the same name are found, the value of the last one is returned.
%%thread%% The Response Manager thread number assigned to the original message. Example: 4682.
%%group-mailbox%% The account name of the current group mailbox. E.g., sales.
%%group-mailbox-name%% The “friendly” name of the current group mailbox. E.g., Example Co. Sales.
%%group-mailbox-alias%% The account name of the current group mailbox alias. E.g., sales. (Group mailbox aliases are configured using a separate utility that is not part of the standard Response Manager installation.)
%%group-mailbox-alias-name%% The “friendly” name of the current group mailbox alias. E.g., Example Co. Sales. (Group mailbox aliases are configured using a separate utility that is not part of the standard Response Manager installation.)
%%group-mailbox-signature%% The signature for the group mailbox. Currently, this value can be set only with the Response Manager Web UI.
%%user-username%% The account name of the Response Manager user sending the standard response. E.g.: jsmith.
%%user-first%% The first name of the Response Manager user sending the standard response. E.g.: John.
%%user-last%% The last name of the Response Manager user sending the standard response. E.g.: Smith.
%%message-text%% The body text of the original message. This does not include any HTML content or attachments.
%%quoted-message%% Text from the original message similar to what would be inserted into a reply by a mail client, equivalent to the following:

-------- Original Message --------
From: %%sender%%
Sent: %%sent%%
To: %%to%%
Subject: %%subject%%

%%message-text%%

The following variables are also available, but are of limited use in standard responses:

%%age-minutes%%The age of the original message, in minutes.
%%age-hours%%The age of the original message, in hours.
%%age-days%%The age of the original message, in days.
%%age%%The age of the original message, in the most appropriate unit. E.g.: 23 minutes.
%%max-unanswered%%The setting of the Unanswered alert for the group mailbox the standard response is being sent from.
%%max-unassigned%%The setting of the Unassigned alert for the group mailbox the standard response is being sent from.
%%num-unassigned%%The number of unassigned messages in the group mailbox the standard response is being sent from.
%%categories%%A comma-separated list of the categories the original message has been assigned to.

Working with File Attachments

You can store commonly used file attachments on the Response Manager Server. These files are then available with the Browse Server option when selecting an attachment for messages created in Response Manager Admin (standard responses and custom messages sent by rules).

  1. On the System page, click File Attachments.

    File Attachments icon
    File Attachments icon

    The File Attachments dialog box appears.

    File Attachments dialog box
    File Attachments dialog box
  2. To add a file, click Add. Locate and select the file, then click Open. The file is now stored on the Response Manager Server.

    or

    To delete a file, select a file in the list and click Delete. The file is deleted from the Response Manager Server.

  3. Click Close.

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