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Handle an inbound email

Inbound email creates or updates a conversation and keeps the email thread visible in the conversation timeline.

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Prerequisites

  • Your role can read and reply to conversations.
  • The email address is active in Email Management.
  • The conversation is assigned to you, or you have permission to take over assignment.

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Open the email conversation

  1. Open Conversations.
  2. Use My Conversations, a team view, or a configured email view.
  3. Select the email conversation.
  4. Review the timeline, participants, subject, and previous replies.
When the Concierge Agent’s file-upload and attachment-analysis settings are enabled, CXP analyzes supported inbound image and PDF attachments before the Concierge Agent responds. The customer email remains visible in full. Generated attached-file analysis appears below it in a labeled three-line preview. Each result identifies its attachment filename, and multiple results are separated by dividers. Expand the preview when you need the complete bounded analysis.

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Compose a reply

  1. Confirm the conversation is Open.
  2. Select Public reply, then select Email. Email is available when the contact has a primary or secondary email address.
  3. Confirm the sender address.
  4. Review To, Cc, and Bcc recipients.
  5. Write the reply.
  6. Attach files when the workflow requires them.
  7. Send the reply.
CXP stores the reply in the timeline and tracks delivery status when provider status events are available.

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Follow up

Use Pending when the customer or an internal party needs time to respond. Add a clear pending reason so queue views explain why the conversation is waiting. Use Resolved when the email issue appears complete but should remain reopenable. When CXP receives a new customer email on a Pending or Resolved conversation, the conversation reopens to Open automatically. For Pending conversations, Pending At remains as the latest time the conversation entered Pending, while Pending On and Pending Reason are cleared. The existing assignment does not change, and the assigned agent or team receives one Customer email notification. An unassigned conversation still reopens but has no addressed notification. Closed conversations and duplicate email deliveries do not reopen. Pending and Resolved conversations keep the composer available for Internal notes only. Reopen the conversation before sending another public email reply.