FOLDERS

ReplyManager folders function very similar to POP3 email accounts, in that they serve as the collection area for emails being sent to the particular address. The difference is that the ReplyManager not only collects the emails, but also performs multiple additional tasks such as tracking, categorizing, prioritizing, etc.

You can view all Folders at once by clicking on the Folders navigation link (instead of selecting a specific folder) at the top of the page. From this view, you can see a list of folders and associated details - associated email, the number of Unread emails, Priority Emails, Open emails and the total number of emails in the folder.

Alert Popups can be managed from the Folder List view by individual users. To enable email Alert Popups, mark the checkbox next to the folder you wish to enable. Click on the Enable button. The folder will indicate that an Alert Popup has been enabled with a graphic. When a new email arrives in the folder, a popup window will open with the Folder name, number of Unread emails, and a choice of actions. Choose [Go] to go to the specific folder. Choose [Go and Close] to go to the folder and close the Alert window.

If you have more than one section open in separate browser windows and have alerts activated in those sections, click on the Go To Section button to reopen the minimized window of the section containing the new emails and view the Folder List. This is helpful if you are monitoring incoming emails in multiple sections and need to navigate back to the proper browser window.

Click on the Refresh button to reload the Alert Popup window and check for new emails.

To Disable Alert Popups, from the Folder List view, mark the appropriate checkbox and click on the Disable button.

Once you have selected a folder by which to view emails, you can further filter the list by selecting from the “view”, “since” and/or “category” drop down lists, then click on the Filter button. Once you change a filter, your user account will save the settings and will automatically default to that setting the next time you access the folder. Email lists default to show Unread first, followed by priority, open and closed.

• View (by status): All messages (default), Unread, Open, Priority, Not Closed, and Closed.
• Since: All dates, Yesterday, Last week (7 days prior to current date) and Last Month.
• Sort By: Status and ID (email identification number), Status and Date, and Oldest (email).
• Category: Includes categories created by an administrator.

You can choose one or all filter options. Click the Filter button to implement selections.

Each email has basic elements necessary to receive, respond and track them.

• Select: Click the appropriate checkbox next to the email you want to select and click the corresponding action button (Delete Selected, Move to Folder, Set to Category, Change to Status).
• ID: This is the ID number of the email. It allows the system to continuously track the email through replies and responses from the customer.
• Date: Displays the date and time of the most recent email thread.
• Age: The age of the email thread in days.
• Email: The address from which the email was received. Each email address is preceded by one (or two) of the following icons:
  • Identifies that the original email is From a party.
  • Identifies that the original email is To a party.
  • Indicates that the last email is From a party.
  • Indicates that the last email is To a party.
• Subject: The subject of the email as written by the customer.
• Size: Displays the total size of the email in MB. This includes any attachments.
• Follow Ups: Shown in the folder list of received emails. It represents the total number of follow ups (from users and email originators) associated with that email.
• Category: A category as selected by an IFM eMail Manager user. It's intent is to provide a mechanism by which you group emails within the same folder. You will be able to sort the column by Categories for review of multiple emails.
• References: A customized reference entered when viewing the email. This column will only display if activated by an Super Administrator.

For quick viewing of unread emails, click on the Next Unread button at the top of the page. This will automatically take you to the content of the next unread email (starting with the oldest first). If there are NO unread emails, clicking on the Next Unread button will simply reload the list page.

Emails are also color coded by their state:

• Unread - red color
• Read - blue color
• Priority - green color
• Closed - blue with strike-out

You can perform a number of call to actions one at a time or all at once. Simply mark the checkbox next to the appropriate email (or click the Select All button) and click on the Call To Action button. You can perform more than one call to action at the same time.

• Select All: Selects all emails.

• Clear All: Unchecks all checked (selected) checkboxes.

• Invert Selection: Inverts checked email. For example, if you have 2 of 20 emails checked and you click on Invert Selection, the other 18 will be selected and the original 2 will uncheck.

• Delete Selected: This will delete all emails that are marked by the checkbox. To select all emails showing click on the Select All button.

• Print: Prints selected emails, including all associated threads.

• Add Note: Add the same note to all selected emails.

• Merge: Merge Tickets allows users to select a group of emails and merge them into one conversation. Select up to 4 emails in the same folder and click the merge button. After a merge of messages into one thread, the system will maintain the old message ID's and add any new emails received into the new merged conversation.

• Reply: Select a group of emails to send a standard reply.

• Forward: Select a group of emails to forward to a single email address.

• Move to a New Folder: Select a folder from the drop-down menu and click on the Change button to its right. This will move all checked email to that folder.

• Change Status: Select a status from the drop-down menu and click on the Change button to its right. This will change the status of those selected emails.

• Set to a New Category: Select a category from the drop-down menu and click on the Change button to its right. This will move all checked email to that category.

• Set Reference To: Enter text into the Reference field and click Set Reference. This will populate the reference field with the reference for all checked emails. References must be activated by a Super Administrator.

• Move to a Different Section: Select a section from the drop-down menu and click on the Move button to its right. This will move all checked email to that section into the designated catch-all folder. Users will only see sections they have access to.

• Send Standard Reply: You can also send a standard reply in bulk. Choose the standard reply and add an Optional Subject (if applicable) in the blank field. The Optional Subject overwrites the original subject line for these emails only.

To check email for a specific folder, click on the appropriate ID or Subject. The email review page will display the original message and any follow ups, notes, etc. attached to its ID number. When an email thread receives multiple replies, all new replies are tagged in red for easy viewing. Each type of response is color coded for easy identification:

Original Messages from the sender - BLUE background color

Notes / System Note - GRAY background color

Replies - GREEN background color

Forwards - LIGHT RED background color

All interaction with the email will be saved in the database along with a date/time stamp and the interacting user name. You can also navigate from one email to the other, based on their IDS number, by clicking on the Previous, Next or Next Unread buttons.

System Notes (SysNotes) are notes generated by the IFM eMail Manager system (e.g. when a user reads an email, closes it, etc.). Because these are sometimes not integral to an emails thread, a filter has been provided so that users can choose to view them or not. To hide all SysNotes associated with the folder mark the checkbox next to Hide SysNotes. To show all SysNotes, uncheck the checkbox.

From the Folder view, you can elect to print all Email threads by clicking on the Print All button at the top of the page.

To change the email folder, select a folder from the drop-down list and click on the Update button. Folder options are set by IFM eMail Manager administrators.

To select an email category, select a category from the drop-down list and click on the Update button. Folder options are set by IFM eMail Manager administrators.

To change the email status, select a status from the drop-down list and click on the Update button. Status options include: Unread, Open, Priority and closed.

Add or edit a reference to appear in the email list view and click on the Update button to save. The reference can be up to 200 characters. This must be activated by an administrator.

To compose a new email from a specific folder, click on the Folder name and then on the New Email button at the top of the page. The email you send will be saved in that folder and assigned an ID number. Any responses associated with that email will be tracked using that ID number.

• Recipients: Enter a To address or click on the linked To to view the Address Book. Click on the Add CC or Add Bcc buttons to add a copy or blind copy recipient to the email. Click on the linked labels to view Address Book. To Reply To All emails (including To and CC), mark the corresponding checkbox.

• Enter a Subject and Body: You can use a Standard Reply or enter custom text. Signatures defined in the Options area will automatically appear in the Body at the bottom of the message you are entering. If no signature has been defined in Options, the default signature entered by an administrator in Maintenance: User Administration will be used.

• Enter Time Spent: If applicable, you can enter the amount of time spent addressing the email.

• Send the Email: You can send the email by clicking on the Send button. The Send button simply sends the email and leaves it at the same status, unless you select an alternative from the pull down menu. The Send and Close button Sends the email and changes the status to Closed. You can also assign a Category or move the email to a different folder by selecting from the appropriate drop down menu.

Users can add HTML formatting when creating new email, responding to email, managing signatures and adding notes. When editing text, available formatting features include: boldface, italics, strikethroughs, bullets, blockquote, text alignment, etc. Simply click on the format button after highlighting the affected text. Spell check can be changed to recognize English, Spanish, French, Deutsch and Nederlands. To change, click on the corresponding Flag and then the ABC Spell Check button. See Spell Check for more details.

The Insert / Edit Image button allows users to insert and position hosted images (images stored at other virtual locations). Images cannot be uploaded into the body of the email. To include attachments, please use the File Attachment function.

For advanced users, a Source Code button is available to view and manipulate the HTML code.

Super Administrators must activate the HTML feature for each section in Setup: Sections.

Administrators can also enable or disable the HTML editor for specific users. See Maintenance: User Administration for details.

Select a Standard Reply from the drop-down menu to automatically populate the body with a pre-formatted message. To use more than one (without replacing one with the other) mark the Insert at Top of Message checkbox. Standard Replies are managed by Administrators at Maintenance: Standard Replies.

Standard replies can also be sent in bulk. See Folders: Email Call to Action.

In order to save an email as a Draft instead of sending it, enter the TO email and a Subject as well as content for the body (as if you were actually sending an email. Click on Save Draft.

NOTE: Attachments and their paths will not be saved in draft mode.

Your message will be saved in the folder and identified with a green tag icon. To view the draft, click on the linked email. To edit the draft, click on the email title. Click on the Edit Draft button to update. You can elect to Save the draft again or Send the email.

When sending a new email or reply, you can send (and receive) an unlimited number of attachments. If you would like to remove attachments while reading an email, but keep the email, click on the [ Remove All Attachments ] link displayed underneath the attachments. Once you have removed the attachments, the filenames will still appear as text with the word “removed” added.

This is a good practice to help reduce the amount of space being used on your account while still keeping the email.

Administrators can also perform bulk deletions of attachments. See Maintenance: Recycle.

Spell check is available when sending a new email, replying, forwarding or adding a note. To check the body of your message, click on the Spell Check button. Misspelled words will be highlighted. You will have the option to Ignore, Ignore All, Replace, Replace All, Undo or Close. Canceling a spell check will NOT save any changes that you make. To save them without proceeding further, you must click on the Close button.

Spell checks can be performed in English, Spanish, French, Deutsch and Nederlands. The default language is English. To switch to another language, select the language (HTML Editor: click on the flag button) and then click on the Spell Check button. The setting for the user will be automatically saved unless changed.

Once you send a new email, you can opt to send another outgoing message and keep it within the same thread. This is great for sending a follow-up message. Click on the New Message button at the top of the page. This button only appears in new outgoing emails with no replies.

To reply to an email, click on the Reply button located at the top of a page, at the top of an email thread or scroll down to the end of the email threads. You'll see the original message. To reply to All email addresses associated with the original email, mark the appropriate checkbox.

To add a note to the email, click on the Notes button at the top of the page. If applicable, you can enter the amount of time spent addressing the email. These are different from System Notes and are not hidden from view when the SysNotes Filter is on. You can also add a reminder to this email, if, for example, you want a reminder to follow up with a customer. Simply type in the date (mm/dd/yyyy) or click on the calendar icon and select a date. On the date entered, the email will show as unread in the email list view, prompting you to read that email along with the accompanying note. When viewing the email note, a reminder icon will display with the date while the reminder is still active.

To Add the note (and/or reminder) click on the Add button. To change the status of the email, select a status from the pull down menu before clicking on the Add button. You can also assign a Category or move the email to a different folder by selecting from the appropriate drop down list.

To Delete a reminder, view the Note and click on the Cancel link next to the reminder. This will only delete the reminder and NOT the note.

To forward an email to another folder or to another recipient, click on the Forward button at the top of each follow up. Enter a message to be included in the forward and the email address to forward to. The To, From, Date and Subject of the email thread [ where you clicked the Forward button ] will automatically be included in the body of the email. The content field will show only the text you add and the email you actually forwarded will be sent as an attachment. You can elect to include only the email thread you are forwarding (and not the original message) by checking the box next to “Do NOT send original's message attachments”.

If applicable, you can enter the amount of time spent addressing the email. Click on the Forward button. To change the status of the email, select a status from the pull down menu before clicking on the Forward button. You can also assign a Category or move the email to a different folder by selecting from the appropriate drop down list. See Replying to an Email for specifics on field elements or adding attachments.

To Delete an email, click on the Delete button at the top of the page. You'll be asked to confirm the request. You can also delete mail in bulk from the folder list by marking the Delete check box next to the appropriate email. Click on the Delete button to delete all. Don't worry. If you accidentally delete a file, it can be recovered by an administrator.

To print an email (without the Reply, Notes and Forward fields), click on the Print button above each email thread (for individual threads) or the Print All button at the top of the page (to print all threads). A new window will pop open showing the email without the additional fields and will prompt your system to print the email. To close the window, just click on the Close button or close the browser window. You can also Print emails in bulk from the Folders view by selecting one or more emails adn then clicking on the Print button. This function will print the emails selected (and their threads).

You can add items to your address book and automatically insert them into your email responses.

The search field allows you to search the name, email and company fields.

From the Address Book screen click on the Import link. To upload the file, click on the Browse button and select the appropriate file from your hard drive.

All import files must be in comma separated value format (.csv) with each record line containing at least three fields in the following order (Warning: duplicate email address will replace first existent book entry for same section and owner):

• First Name
• Last Name
• Email (If not a valid address entire entry will be ignored)

You can add more fields as describe below (Be sure to respect the order. However you are not required to add all fields to add a particular field you must specify all previous fields):

• Company
• Job Title
• Assistant Name
• Birthday Date (MMDD)
• Mobile phone number
• Business phone number
• Business fax
• Home phone number
• Home fax number
• Pager
• Instant Messenger Address
• Web Page Address
• Address (Up to 250 characters)
• Notes (Up to 25 characters)

To share the imported emails, mark the checkbox next to Shared?.

Click Start Import to import.

From a Folder screen, click on the Address Book button at the top of the page. Click on the New Address link. Required fields include: First name, last name and email address (you can enter more than one by using a comma to separate each). Optional fields include: Company, Assistant Name, Birthday, Mobile Phone, Business Phone, Business Fax, Home Phone, Home Fax, Pager, Instant Messenger Address, Web Page Address, Address and Notes.

The default owner of the Address Book entry is the original person entering the address. However, administrators can change the owner by selecting from the pull down menu of users.

Mark the checkbox if you want this entry shared with all other users in across all sections. Click on the Update button to save.

You can also automatically add an entry when reading or replying to an email. Just click on the Address Book icon next to the From address in the original email. The Address Book window will pop-up with the email pre-filled. Continue to complete the form as described above.

From a Folder screen, click on the Address Book button at the top of the page. Click on the New Group link. Enter the group name. Select the emails you wish to include in the group. To select or unselect hold down the [CTRL] key while making your choices. Mark the “Shared?” checkbox if you wish to share this group with other users in this section. Click on the Update button.

To edit an entry or group, click on the Address Book button at the top of the page. You'll see a list of entries. Click on the entry you want to change, make your changes and click on the Update button.

NOTE: Only the creator of the entry or group, or an administrator can make changes.

To delete an entry or group from the Address Book, click on the Address Book button at the top of the page. Mark the checkbox next to the entry you want to delete (to select all, click on the Select All button) and click on the Delete Selected button. You can also delete an entry or group by clicking on the Delete button from the editing screen.

NOTE: Only the creator of the entry or group or an administrator can delete it.

Forward and Reply functions display the text ” Address Book” next to the “To” field. To send an email to someone from your address book, click on the To, Cc or Bcc links. Mark the checkbox next to the To, Cc or Bcc of your selection(s). Click on the Copy and Close button.