Read an email contact

In the Email Thread panel, you can read email exchanges between agents and customers. If your organization has set up phrase hits for email contacts, these words and phrases are highlighted in yellow.

NOTE   The Email Thread panel is not the same as the Email panel. For information about the Email panel, see Read an email contact (legacy).

Prerequisites

  • You have the View Contacts permission.

  • To see phrase hits, all of the following are required:

    • Your organization has an Analytics, Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus license.
    • Phrase and phrase categories are defined on the Business Signal > Phrases page (see Create and manage phrases and phrase categories).
    • An administrator has created a Phrase Hits - Digital Contacts task (see Create Analytics tasks).

Page location

Interactions > Double-click a contact > Email Thread panel

Procedures

Search for words within the email exchange

  1. Click the options icon in the upper-right corner of the panel.
  2. Select Find.
  3. Enter your search in the Find field. Text that matches your search is highlighted in orange.

Print the email exchange

  1. Click the options icon in the upper-right corner of the panel.
  2. Select Print. Your browser’s print window opens. From here, you can also save the conversation as a PDF.

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