Email recipient suggestions
Find email recipients while composing or forwarding a ticket using saved addresses and operator details.
What it is
Recipient suggestions help you select an email address while working on a ticket. INSIDE searches your saved offline contacts, active operator accounts and saved customer contacts for the current website. The suggestions are separate from the full Address Book.
Who uses it and why
Operators use suggestions when composing or forwarding email so they can find a customer or colleague without typing the entire address.
Where to find it
Start typing in an email recipient control when composing or forwarding a ticket. Recipient controls that use this search show a suggestion list with the matching name and address.
How it works
INSIDE searches three sources for the current website:
- Offline recipient entries belonging to your operator account.
- Operator accounts that are not suspended.
- Saved customer contacts with matching details.
It matches the beginning of an email address or text within a name. Results with the same email address are combined into one suggestion. Select a result to insert its address into the recipient control.
Ticket and support-conversation flows can save an operator-owned recipient entry for later use. Updating an entry with a blank incoming name does not erase a name already stored there.
Configure it
There is no separate setting to enable this recipient search. Use the recipient controls provided by the ticket workflow. Ask an administrator with the Settings or Manager role to check operator accounts, and check saved customer details when a suggestion needs correcting. Ask Powerfront to review an operator-owned entry.
Limits and good to know
- Your operator-owned entries are scoped to your operator account and website. Another operator can therefore receive a different suggestion list.
- The suggestions are email recipients, even when the underlying contact also has a mobile number.
- A suggestion does not open or link a full customer profile by itself.
- This search is separate from a visitor's offline message form.
- Different recipient controls can begin searching at different input lengths.
Depends on and works with
View all connections as a list
This feature uses
- Operator accountsEnhances
Non-suspended operator accounts contribute colleague addresses.
- Email replies and support conversationsEnhances
Email reply, forwarding and support workflows provide additional recipient controls that use suggestions.
- Customer contact detailsEnhances
Saved customer contacts contribute email suggestions.
FAQ and troubleshooting
Why does a colleague appear in my customer recipient list?
The search includes non-suspended operators on the website as well as customer and personal recipient entries.
Why can another operator see a different suggestion?
Operator-owned offline contacts are personal to the operator on that website. Shared customer contacts and operator accounts are additional sources.
Why does typing part of the middle of an email find nothing?
The email search matches the beginning of the address. Try its first characters or search part of the recipient's name.
Does selecting a suggestion merge it with a customer contact?
No. Selecting the suggestion fills the recipient address. It does not perform a contact merge.