HaloCRM Guides
Forwarding Agent Emails To Your Halo Mailbox
Within HaloCRM there are options to forward emails sent directly to your ticket queues from your agents' personal emails.
This means that if someone were to directly contact Agent F by email, they can forward the email to the mailbox added to your HaloCRM environment, and it will come with through the contact's details, rather than the agents.
There are also settings to customise their behaviour once forwarded in.
By default agent forwarding is enabled, so any communication through personal email can be copied into Halo.
Ensuring Agents can Interact with Tickets Outside of Halo
- Go to the 'administration console' and head to email.
- Ensure the option is enabled to 'Treat Forwarded Emails from Agents as Customer Emails'
3. Scrolling down to outgoing email you find the following option 'Forward Agent updates Via Email to Customer'
Combine this with a notification to update agents when their tickets are updated to enable your agents to work on tickets when accessing Halo is not possible.
The tickets that are now updated in this way will contain a record of all email interaction between any agents and the contact or customer.
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