Avaya's email support offers numerous routing and response options for your customers and our agents.
Customer emails are routed based on To, From, Subject or key words within the email. Further, emails are routed to specific agents or agent pools, based on your preferences. This intelligence allows for a specific response to the customer's original email. The system prompts suggested responses for the agents to use when replying to the customer.
Agent responses can be free form or utilize templated responses. Both response formats include attachments, links and buttons.