Consulting a Specialist on an Interaction

See Also

If you are unable to solve the problem posed by the Contact, you can send an Interaction to a Specialist for help. The Interaction is sent to the Specialist in the form of an e-mail. Consult states indicate the status of the Interaction sent to a Specialist.

Example   A Contact sends a query inquiring about details of an insurance pension plan. Since the query needs a response from a Specialist, you forward the query to a Specialist on pension plans.

In addition, Property data is sent in consult specialist messages if the Send property data in consult specialist e-mail messages system option for sending this information, is selected in Talisma Business Administrator.

To Consult a Specialist

1.  Open the required Interaction.

2.  From the Interaction menu, select Consult Specialist.

3.  Type the e-mail address of the Specialist to whom the Interaction must be sent.

- OR -

Select the name of the person from the Select Names dialog box by clicking .

4.  Type your message to the Specialist in the Consult pane. The Interaction history is inserted by Talisma as part of your message.

5.  Select the required Send option from the list in the Reply pane toolbar to send the Interaction.

The Interaction is sent to the Specialist as an e-mail message. In the Home Workspace the icon is displayed next to the Interaction indicating that the Interaction has been sent to a Specialist.

Note  •   A Notification is sent to the owner of the Interaction when the Specialist sends a response. The Interaction's state also changes to Specialist Responded and is displayed in the Interaction State column. •   If the Send Property data in consult specialist e-mail messages system option is selected in Talisma Business Administrator, all Tabs and Properties of an Interaction are sent when you send the Interaction to a Specialist. •   If a Rule is configured to send an Interaction to a Specialist, only those Tabs that are accessible to you, are sent to the Specialist. However, if the Interaction is assigned to NONE, the Rule will send all Tabs and Properties to the Specialist. •   The options available in the list include: ◦   Send ◦   Send and Close ◦   Send and Open Next ◦   Send and Open Previous