Email Communication System Operations
Volley email functionality operates as integrated customer communication tool with beacon notification system displaying real-time pending email counts
Queue-based assignment requires agents to be logged into specific campaign queues to receive customer email responses
Visual indicator system uses numbered badges (currently showing 2 emails) to alert agents of waiting customer communications (00:05)
Campaign tracking capability allows identification of which specific campaigns are generating customer responses
Email screen access serves as central hub for managing all inbound customer email communications
Interface Design & User Experience
Three-panel layout architecture maintains consistency with other Volley communication tools while adapting right panel for email-specific functions
Gmail/Outlook-style threading presents email conversations in familiar format with most recent communications displayed prominently at top
Blue dot notification system provides clear visual indicator when customers have sent last message in thread, requiring agent response to clear (00:05)
Chronological message organization enables agents to review entire conversation history by scrolling through threaded communications
Seamless interface transition from phone/SMS tools to email management without losing contact information or disposition capabilities
Email Response & Composition Tools
Dual response pathway system offers both direct customer reply and escalation forwarding capabilities for comprehensive communication management
Reply functionality enables direct customer communication with full message composition tools including formatting options
Forward capability supports escalation workflows to managers or specialized teams when issues require higher-level intervention (01:42)
Advanced composition features include copy/blind copy options for including additional stakeholders in communications
Attachment support system allows sending promotional materials, flyers, offers, or supporting documents directly to customers
Intuitive send/exit controls use green arrow for sending and red X for canceling to prevent accidental message transmission
Disposition & Documentation Requirements
Mandatory disposition system ensures all customer communications are properly categorized and tracked for quality assurance and reporting purposes
Pencil icon access provides quick entry point to disposition selection interface after completing customer interactions (01:42)
Comprehensive note-taking capability allows detailed documentation of customer complaints, requests, or interaction outcomes
Save functionality preserves all disposition information and notes for historical reference and follow-up actions
Quality control integration ensures consistent documentation standards across all customer communication channels
Follow-up & Task Management System
Scheduled follow-up functionality enables proactive customer relationship management through timed callback-style email scheduling
Date and time selection interface allows precise scheduling of future customer outreach for interest verification or concern resolution (03:23)
Callback disposition integration mirrors phone system functionality for consistent cross-channel customer follow-up processes
Orange complete workflow provides clear completion signal that automatically advances to next pending email or returns to standby mode
Task transition capability seamlessly moves agents between email management and other communication channels (outbound calls, inbound readiness)
Workload management integration displays "hang tight" screen when all pending emails are resolved, indicating readiness for next assignments
Transcript:
00:05
Speaker 1
Similar to a text message. When a customer responds to an email sent from your team within Volley, you'll see a beacon on the left hand side next to email screen. Right now there's a 2 indicating that there are 2 emails from customers waiting to be answered. If you go into your queues or campaign list, you can see which campaign are waiting for responses and the campaign that they're emailing back into. You'll want to confirm that you're logged into that queue if you want to have the ability to be served and answer that returned email. Now I'll click on email screen and we'll be served the return email. You'll notice I still have the same three sections as before.
00:53
Speaker 1
The contact information and disposition will be on the left, my tabs in the middle, but the right hand side of my screen will change from the phone scripting or soft phone to an email view. The email view is laid out very similar to a Gmail or Outlook where the most recent email thread is at the top. If the customer was the last one to respond, you'll see a blue dot to the left of the message. Please note that the blue dot won't go away if you simply click into it. It will only go away when you respond. If there happens to be more than one email in a thread, the first email sent will be at the very top and if you scroll you'll be able to see the most recent messages.
01:42
Speaker 1
I'm going to click into an email to respond, but please know you also have the ability to start a brand new email if the situation requires When I click on this email to respond to the customer, I can either choose to reply or I also have the ability to forward the email. For instance, if it needs to be escalated or to go to a manager, I'm going to click the arrow to respond and in this screen I'm able to complete my message. I can copy or blind copy someone if there's an attachment that needs to be sent, perhaps a flyer or an offer that can be sent to the customer and I can type in my message when the email is ready to be sent. Click the green arrow.
02:33
Speaker 1
If you need to exit out of the email, you can click the red x icon. All communications in volley require a disposition, so once you've responded to the customer, you can click the pencil icon and select your disposition. Let's say there was a complaint and I wanted to send that information to my manager. I'm going to make my notes from that email and then hit save to save the disposition. Similar to the SMS area. You can save this communication for later. So let's say you wanted to respond to the customer. Let's say in this case you wanted to be able to reach out to them to make sure their concerns were answered. Maybe in a number of hours or a number of days.
03:27
Speaker 1
Similar to the callback disposition in the call screen you choose a date and time then that way you will be able to email them again either see if they're still interested, if they had their question answered, etc. Otherwise if you're finished with this response you can hit the orange complete which will mark this message as done. It will either feed you the next email to be answered or if you're all caught up you'll see the please hang tight screen indicating that all pending emails have been answered. You can then move into your next task such as making your next outbound call or being ready for the next inbound call.