Depending on how your administrator has set up draft emails and approval processes for
your organization, you need to review and approve messages written by the support reps you
oversee before those messages are sent to customers.
Required Editions
| User Permissions Needed |
| To review and approve email drafts: |
Send Email
AND
Inclusion in an email approval process
|
When a support rep submits a message for approval, you receive an email notification with a
link to the case that includes the message. A notice appears at the top of the publisher
when you click Email. Click View email to go
to the message detail page. On that page:
-
Click Unlock Record to make the message editable.
-
Click Delete if you want to discard the draft.
-
Click Approve/Reject in the Approval History related list to approve
or reject the message.
-
Click Reassign to assign the approval to another supervisor.
If you approve the message, it’s sent to the customer. If you reject it, you have the
option of writing a note explaining why. This note appears above the publisher on the case
page when the support rep clicks Email, along with a notice that the
draft has been rejected.
