Advanced Agent Options

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Note: This is an article that references the Classic Agent console.

When you’re responding to customers, you’re going to run into instances when you want to do things that are a little more complicated than what you see on the screen to meet your customers needs.


Advanced Customizations to your Responses

When you’re writing to your customers and you need to tell them to use some HTML code, you’ll need to follow specific steps to display the code without it turning into a webpage. Here’s how:


Sending HTML Responses in your Emails


When you’re communicating with more than one customer, you might want to exclude certain emails from a response. Here’s how:


Excluding Emails from a Reply


You might also want to remove confidential customer details if you’re dealing with sensitive information. Here’s how:

Erasing Personal Information


Merging Customers

When a customer contacts you from multiple channels, or multiple e-mail addresses, you want to make sure their cases are being applied to one customer record. You would do this through merging the customers. Here’s how:


Merging Customers



Searching for cases can be tricky sometimes, and you’ll want to use keywords to try to find what you’re looking for. Here’s how:

Using Keyword Search


We hope everything always goes right - but sometimes things go wrong and you want to know why, and how to fix it. Here’s a couple of common errors and how to resolve them:


Using the Outbox Filter