Using Contact Search for Email Interactions in Agent Workspace

8x8 Contact Center now features an email enhancement where agents creating a new email interaction or responding to an inbound email interaction can search through the contact directory when they type in either of the TO/CC/BCC fields. This article will cover how agents can do this.

Applies To

• Agent Workspace

• 8x8 CC Email Interactions

Procedure

1. Log in to the Agent Workspace.

2. Start or reply to an email interaction    

   • For new outbound email interaction, select Add interaction > Email

   • For any other active interaction, reply within the window

3. Click into the TO/CC/BCC field; the same experience will work for all 3

4. Start typing an email address or a contact’s name; results matching what users type will be shown in a new drop-down box. 
   

5. Users can click to select which contact they would like to the TO/CC/BCC email fields.

Additional Information 

• This search will search through any contact that is within the CC contact list.

• The TO field is limited to only ONE email address; this is the current expected behavior and will continue to be expected behavior.

• The CC/BCC field can include more than one contact or email address.