Open Email & Voicemail
Understand the communication workspaces and failure queues.
Before you start
- •Sign in to the Hub with access to this workspace.
You will finish with
- •You can explain what Open Email & Voicemail is for and choose the correct next action.
Safety and data checks
- • Retry only after reading the prior classification and error, or duplicate replies and records can be created.
Complete the task
- 1Navigate
Open Open Email & Voicemail
Use the Hub navigation to open Open Email & Voicemail. Do not begin from a bookmarked record until you can identify this workspace in the normal menu.
Expected resultOpen Email & Voicemail is open and its page heading is visible.
- 2Review
Understand what belongs here
Email & Voicemail groups automated processing, conversations, and callback work without replacing tickets or inquiries. Use this distinction to avoid creating the same work in a neighbouring workspace.
- 3Verify
Read the current state first
Separate processing errors from successfully classified messages and open customer work. Read the customer, owner, date, and status before opening or changing a record.
- 4Review
Choose the correct action
Choose Email Monitor for processing, Conversations for threads, or Callbacks for phone follow-up. Open the specific record and confirm its history before saving, sending, assigning, or completing anything.
- 5Verify
Confirm the safe stopping point
Retry only after reading the prior classification and error, or duplicate replies and records can be created. This orientation ends before any irreversible or customer-facing submission.
Retry only after reading the prior classification and error, or duplicate replies and records can be created.Expected resultYou know what must be verified before the final action.
If something does not look right
The page or action is not visible.
Confirm your role and Navigation & Access settings, then ask a Super Admin if the feature is disabled.