Queued Secure Mails for Agents

Responding to Secure Mail from a Queue

LinkLive agents can respond to Secure Mail sent to their assigned queue(s). This is commonly used when LinkLive Secure Mail is integrated into an authenticated website or mobile app, allowing customers to securely contact an organization.

Note: Secure Mail sent through a queue follows a different retrieval and response process than mail sent directly to an agent’s inbox.

While the Secure Mail Inbox and messaging format remain the same, queued Secure Mail must be pulled from the queue before responding.

Receiving a Secure Mail from a Queue

To receive a Secure Mail from a queue:

• Locate the queue in the Contacts Panel, where waiting messages are indicated.

• Click the queue contact.

• Select Send Message to open the Agent Menu.

Agent Menu: Preview and Download

The Agent Menu displays open sessions and Secure Mail messages waiting in the queue. Agents can:

• Scroll over each message to preview its content before deciding to pull it.

• Pull a single message or pull all messages from the queue.

  • If pulling all messages, a confirmation prompt appears before proceeding.

• Once a message is pulled, it is moved to the agent’s Secure Mail inbox for response.

Note: Once a message is pulled, it cannot be returned to the queue unless the agent resends it back from their Secure Mail inbox.

• After pulling a message, the agent clicks the Secure Mail icon to view and respond.