Park email interactions

Note: 

This feature is currently only available to Beta users upon request.

You can now park and retrieve parked email interactions directly from 8x8 Agent Workspace . This new feature allows you to temporarily set aside an email and return to it later without affecting your interaction capacity or ability to log out.

Note:

Only agents enabled by the admin can park emails. The admin can also set the maximum number of emails you can park.

While handling an email interaction, you can use the following new options:

• Park: Park the email without sending a reply. You can add notes or a disposition before wrapping up.

• Reply and park: Send a reply to the customer first, then park the interaction. For example, when a customer emails in with a request that requires input from an internal team, you can send an initial reply to acknowledge the customer, then park the interaction. When you receive all the details required for your answer, retrieve the email and follow up with a full response.

Benefits

• Uninterrupted agent capacity: Agents can park email interactions and immediately take on new work, so parked emails no longer consume active interaction capacity or prevent logout.

• Flexible follow-up: Agents can reply and park in one step, or park without replying, with the option to add notes so context is preserved for when they return.

Limitations

• If an agent parks an email before sending a reply, any unsaved draft is lost.

• Agents cannot end a parked interaction directly. The email must be retrieved first before it can be closed or resolved.

• While an email is parked, agents cannot view other active emails from the same sender within that interaction.

• Service Level Agreement (SLA) clock behavior does not change or reset when a parked email is transferred or reassigned.

Park an email interaction

Note:

Only agents enabled by the admin can park emails.

1. Accept the incoming email interaction or pull an email from the queue.

2. In the interaction panel, select the arrow next to the Reply button to open the options menu.
   

3. Select one of the following options:

   • Park: To park the email without sending a reply.

   • Reply and park: Send a reply to the customer first, then park the interaction.

4. On the wrap-up screen, add any notes or select a disposition if required.

5. Select Wrap up.

The email is parked and a confirmation banner displays at the top of the screen. You can retrieve the email at any time. See Retrieve a parked email.

Retrieve a parked email

Parked emails are accessible from:

• The banner that briefly shows at the top of the screen when you park an email.

• The parked interactions icon in the left panel.

• The pull email window and using the filters to show parked emails.

• The top of the dashboard page by clicking Open next to Parked interactions. This section also indicates the number of currently parked emails.

From either location, you can open the Pending interactions window listing parked emails and select Reply or Bulk actions > Reply to retrieve it and resume the interaction. Emails remain parked until they are retrieved and a reply is sent.