304: CC Emails

• Introduction
• Step-by-step guide for how to properly complete a CC Email

INTRODUCTION – Emails in Five9 Inboxes that are in Five9 for Community Care:

• CC Priority – ccpriority@actionlife.com, communitycare@actionlife.com
• CC General – ccgeneral@actionlife.com
• CC Programming – ccprogramming@actionlife.com
• Rush Leaks – rushleaks@actionlife.com

Each of the above email addresses will be its own skill, AKA queue. If you have access to the mailbox, you will be assigned the corresponding skill. By using the “Manage skills” option in Five9, you can control which mailbox you will be searching through.

Automatic Interaction Distribution vs Cherry Picking

There are two ways of receiving emails/chats in Five9, Automatic Interaction Distribution (AID) or Cherry Picking.

• Team Members whose primary role is email based will be set to Cherry Picking and will be allowed to “lock in” up to 20 emails at once. Emails should be worked oldest to newest still, however we understand sometimes we may need to jump around to assist with priorities.
• Team Members whose primary role is phones/chat based, will be set to Automatic Distribution. Emails will only be sent out when you are not on a call, however you can still receive a call while you are on an email. This means if you receive an email which requires additional work or calls, please ensure you change your status to be “Completing A Task – Text”

It is very important to remember that if you are on automatic distribution, you should try your best to remain available for calls/chats. The majority of emails are not high enough priority that they require you to drop everything. Most emails can be worked on in between calls and you can stop working on them to answer calls/chats and then return to the email once you are off the call.

Email – How to Access

From Home, select an email skill. NOTE: ONLY BE IN 1 EMAIL SKILL AT A TIME, OR THE DIFFERENT EMAIL SKILL WILL GET MIXED UP AND YOU WONT BE ABLE TO FIND THE MOST IMPORTANT EMAIL TO BE WORKING ON. (I.E. YOU MISS R/L EMAILS BECAUSE YOU ARE IN CCP AND R/L AT THE SAME TIME) To access emails you will click on “Email” in the left menu bar. Notice you can see how many emails are in the queue before clicking on Email. NOTE – You will only see emails from the skills you have enabled on your home screen. For example, you may have access to both CC Priority and CC General email boxes but if only the CC Priority skill is enabled, then you will only see CC Priority Emails once you click on “Email”. Once you click on Email, your screen will look similar to this: Let’s talk about each section in more detail.

1. Click the magnifying glass to search the queue. Note – you will not see this if you are on auto distro. Only cherry-picking users have access to this feature.
2. The refresh button (your queue should automatically refresh every 30 seconds but you can do it manually by clicking the Refresh button
3. This is the entire queue of emails that is currently unclaimed. Note – you will not see this if you are on auto distro. Only cherry-picking users have access to the queue.
4. Assigned Emails. This is where emails that have been assigned to you will appear.
5. This is the filter section. If you click filter you can add filters to your queue. The button to the left of “Filters” allows you to quickly toggle your filter on and off. Note – you will not see this if you are on auto distro. Only cherry-picking users have access to this feature.
6. This is where you can choose to sort the queue by oldest or newest first. Unless otherwise told, you should always work oldest first. Note – you will not see this if you are on auto distro. Only cherry-picking users have access to this feature.
7. This is where the emails appear that are either in the queue or assigned to you.
8. This is how you assign an email to yourself if you are a cherry-picking user. Note – you will not see this if you are on auto distro. Only cherry-picking users have access to this feature.
9. This is where the body of the email will appear after you click on it.
10. Click the back arrow to reply to the email or click the down arrow to see all reply options including, reply, reply all, and forward.
11. This shows how long the email has been sitting in the queue.
12. Once you complete an email, you must set a disposition just like calls and chats. This is where you would set it.

Email – How to see an Email is assigned to me

Anytime you have emails or chats assigned to you, you will see a number in that section in the main menu on the left side. In the below example you can see I have 2 emails assigned to me. The same thing would appear under chat if you had chats assigned to you.

Email – How to use the filter

 To use the filter, click on “Emails” and then click the word “Filters”. You will also notice a toggle switch next to the word filters. This allows you to set the filter you want and then quickly toggle it on and off without having to set the filter each time. After you hit filter, you will get a pop-up that looks like this: The “Clusters” drop down is the only filter we use. “Urgent 1” is our most email category, and “Urgent 2” are the next most urgent.

• Clusters – This is where you can sort to find important emails. The dedicated email person will flag urgent or high-importance emails so they can be worked on first, regardless of when the email was received. Selecting Clusters allows you to choose either “Urgent 1” or “Urgent 2”. For more info on flagging emails, see the “How to Flag Urgent Emails” section.

Hit Apply at the bottom to filter the results.

Email – How to use search

Select the email icon in Five9, then select (1) and then (2). You can now search emails with a range of options. It is important to highlight the AND/OR statement at the top: AND/OR statements are a great way to help narrow down your results when you don’t have a lot of info to go off of. AND is a statement that requires all of the fields you enter to match. For example, if I enter a First Name and Subject line, it will only return results if BOTH of these fields match. OR is a statement that requires only one of the fields you enter to match. For example, if I enter a First Name and Subject line, if no match exists that has both fields, it will display results that match either of the fields. Once you are done with your search, click the X near the top to go back to your normal view.

Email – How to claim an email/SMS/Live Chat to work on it

NOTE: This section only applies to team members who have cherry-picking (CP) enabled. If you are on automatic distribution (AID), then the system will automatically assign (lock) emails for you. To claim an email so you can work on it, hover over the email in the inbox and click on the padlock icon. This locks the email so no one else can claim it.

Before someone has claimed it:

After someone has claimed it:

The padlock is also contextual and will display relevant info if you hover over it. Options are:

• Light Blue Unlocked – No one has claimed this email yet
• Blue Locked – This shows if you have claimed the email
• Grey Lock – Shown with a different team member who has claimed the email and is actively working on it. You can see which team member has claimed it by hovering over the grey padlock with your mouse.

Email – The Main View

Once you click on an email, the email will be displayed on the right side. From here you can read it like a normal email. Along the top bar, you will also see 4 important sections, interaction, contact, history, and connector.  

• Interaction – This is where the email is located. You can scroll through the entire email chain while here.
• Contact – Not currently in use
• History – Not currently in use
• Connector – Not currently in use

After you have read the email and you have decided you need to reply to it, not all emails require a reply, you can click the reply button. They are in two places. The first is at the top. You can either hit the reply back arrow or click the arrow to the right of it to change it to forward. If you scroll to the bottom of the email chain, you can also reply/forward from here. Once you have completed your email, you must set the disposition just like we do for calls and chats. To set the disposition click the “Set Disposition” button in the top right corner.  

Email – How to Flag Urgent Emails

Now that we know how to claim and reply to emails, it’s time to show you how to flag them. Sometimes we need to flag an email so others can find it quickly and work on them first. To do this, we use “Clusters” in Five9. A cluster is simply a flag that we can use to filter the inbox so all items that have been flagged show up together. We have 2 levels of “clusters” in Five9. “Urgent 1” and Urgent 2”

• Urgent 1 – This is the highest level of priority in the mailbox. These should always be completed first before working on any other emails. Examples of “Urgent 1” emails are:
  • Gate issues affecting access
  • Elevator issues affecting access
  • Sprinklers running non-stop
  • Trees down blocking access or on top of cars
  • Some PREs that require an actual call back
  • Time-sensitive requests like roof access and when managers tell us OT is approved.

• Urgent 2 – This is reserved for priority issues that still should be completed before working oldest to newest in the mailbox, however, they are not as urgent as “Urgent 1”. Examples of “Urgent 2” emails are:
  • Irrigation issues where the water is not constantly running
  • PREs that don’t require a callback
  • Confirm receipt emails
  • Scheduling of roof access that is more than 48 hours in advanced
  • Water shut-off requests for the near future
  • Bees
  • Lighting issues that become safety issues

To flag an email, you will do the following steps: Claim the email as your own – Click on the padlock to lock in the email as your own. Now that you have claimed the email, on the right side of the screen click on “None” next to Cluster.

After clicking “None”, you can now choose Urgent 1 or Urgent 2.

Last, unlock the email so someone else can claim it and work on it.

Now if a person does a filter on clusters for Urgent 1, only those emails will show up.

Inbox without Filter:

Inbox with Filter:

Email – How to Reply

We have briefly talked about where the reply/forward buttons are located within an email. Now let’s see what happens when you click on them. After you have decided what your reply will be, click the reply button. You will then get this screen. In the highlighted area above you can modify the subject line, type out your message in the body of the email, and use the built-in formatting tools. Your signature should also auto-populate. If it does not, please let your trainer know. Along the bottom, there are a few buttons as well. Let’s talk about those in more detail. Discard – This is where you will discard the email if you no longer need to send it. Assistance – This is where you will add prerecorded answers to commonly asked questions. This will save you time and ensure the answers that are provided are consistent. For more information, see the “Assistances in Email” section below. Attach – Here you can attach files to the email. Alternatively, you can drag and drop attachments into this window. Send – Send your email. Once you click on send. You will notice a reply icon appears on the email in the inbox. Last but not least, you’ll now need to set the disposition in the top right corner by clicking Set Disposition.

Email – Assistances

Just like live chat, we have assistances in email to help you answer commonly asked questions without having to type out the answers every time. What assistances you see will vary from mailbox to mailbox. Assistances are constantly added/updated so please check Five9 for the latest options. Also, please ensure you are choosing the correct response as some options have an OC and non-OC option depending on where the h/o is located. To apply an assistance, you click the Assistance button and select the one you would like to add. Please note some assistances have text highlighted in yellow. These are instructions for YOU. You must do these first. Usually, it’s adding an attachment, and then deleting/updating the highlighted area before sending the email.

Here is an example:

Email – Transferring to another email.

Emails can be transferred to other inbox’s within the Five9 system. The only exception is workorderupdates@actionlife.com. The WOU inbox is not in Five9. WOU is in outlook so you will always need to forward emails to there the “old fashioned” way. CCP, CCG, and RushLeaks should be “transferred” in Five9 not forwarded.

Email – Setting a Disposition

You let Five9 know you are done working on an email by setting the Disposition. To set a disposition click “Set Disposition” in the top right corner and search for your disposition. Reminder, once you click on the disposition, there is no way to change it.

Email – How to Send an Email Through Five9

There are times when we need to send an email from one of our shared mailboxes like CCP, Escrow, WOU, etc. Five9 makes sending these emails simple! From any page, click on actions in the top right corner and choose “Compose Email” You will now get a new window that allows you to compose your email. All of the above steps for sending emails still apply. You can use assistances to add information, your signature will show up and you must set a disposition before you can send the email. The first thing you must do is choose where you are sending the email “From”. To do this, click on the “Profile” section at the top and choose the correct email address to send from. Please note, that the only options that will appear here will be the skills you have access to. Second, enter where you are sending it under “To” (take note of the CC/BCC options on the far right) Third, you need to enter a subject line. Fourth, compose your email. Fifth, on the bottom row you can hit the red x to discard the email, the paperclip (or just drag and drop) for attachments, the lines for assistances, and set your dispositions. Finally, once everything is entered, hit send. Once you hit send, the window will go away.

Emails in Outlook for our Work Order Updates inbox:

• Community Care emails should be handled in the order in which they are received. Please try to avoid skipping ahead.
• Your name should only be on one email at a time. The only exception would be if there are multiple emails for the email you are working on. Complete one email/issue at a time.
• Finish what you start right away: Please be sure that you are not putting your name on a priority work order request email and leaving it for later. Please also make sure you are putting your name on one (1) email at a time (unless there are multiple emails regarding the same issue) so you give someone else a chance to jump in and help out. If you are requesting information from a manager, open a work order (see instructions below – Open A Work Order), assign it to “manager.” If it is an urgent matter, you must call (not just email) the manager then slide the email request to the appropriate assigned folder (instructions below – Drag the Email to Your Assigned Folder). Avoid just emailing the manager and then leaving the email in CCPriority/CCGeneral/WorkOrderUpdates – it must be moved to your completed folder. What if you are out sick the next day and this is an urgent matter?  Every request should be moved out of CCPriority/CCGeneral/WorkOrderUpdates to the completed folder as soon as you have completed it and moved on to the next email.
• When a work order is received through the Resident Portal for a RED association, we must set the priority code to “Normal-Onsite” or “Rush-Onsite”. State in the work order that you are forwarding it to the General Manager and carbon copying the manager assistant; respond to the owner/resident through the Management App using the “Resident Portal: W/O Response – Red HOA” template to let them know you have done so and that they will follow up. Once that is done, you will leave the work order OPEN. **Please note everything you did per the above instructions (including names).
• The Work Order Updates inbox should be cleared out 3 times a day (once in the morning, after lunch and 1 hour prior to the end of your shift.) Please also complete these in the order they were received.

The following is a step by step guide for how to properly complete a CC Email:

1. MARK THE EMAIL – When working in CCPriority, CCGeneral or WorkOrderUpdates you need to make sure to put your name on the next email as soon as you begin reading it so the rest of the team knows that you will take care of it (and avoid possibly having multiple people researching the same request).

1. Sort email by “Subject” and put your name on any of the related emails related to the first email.  Check to see if the email(s) was sent to more than one of the shared Community Care Outlook email boxes (CCGeneral/CCPriority/Workorderupdates).  Put you should put your name on all of the related emails in all of the boxes.
2. OPEN A WORK ORDER (RESIDENT PORTAL OR EMAILED REQUESTS) – Homeowner/resident work order requests come to CCPriority in one of two ways: (1) sent from the Resident Portal website (work order already partially created), or (2) emailed directly from the homeowner/resident (work order not yet created).   The instructions below are basically the same for both types of work orders.
   1. Before processing a Resident Portal work order or opening a work order at the owner’s request, check the profile to see if the issue is covered by the HOA.
   2. Verify that there isn’t a work order already opened for the same issue by searching the work orders opened for the HOA.  By searching on the Work Orders tab for the association you can search through both common area and individual address work orders at the same time. Do not open a duplicate work order. **If the owner/resident opened a duplicate work order in the Resident Portal, close the new Resident Portal work order and reference the older work order.  When you email the owner/resident to respond to their request, provide them with the older work order number for reference.**
   3. All work order requests submitted by homeowners/residents through the Resident Portal, get sent to CC Priority. The subject line of the email will say ((Association Name) Work Order #18209 has been created
   4. Resident Portal work orders can be brought up in the Management App using the “Work Order Search” box. Enter the Resident Portal work order number in the “Work Order Search” box. Alternatively, you can click on the “Update” button in the email.  A partially filled out work order already exists in the system and will appear when you pull up the work order in the Management App. You will then proceed with filling in the blanks and updating the work order.
      • If you are opening a Non-Resident Portal work order under a property address, go to the “Resident Search” box and search the homeowner/resident property address.  On the left hand side is a tab with a wrench that says work orders.  Click on this link and then the green “New” button to open a new work order.
      • If you are opening a Non-Resident Portal work order under the common area, go to the “Association Search” for the Management App. Pull up the association and click on the Work Orders tab on the left hand side.  Then click on the green “New” button to open a new work order.

1. 1. Verify if the homeowner/resident opened the Resident Portal work order correctly either under the property address or common area, and that it was opened under the correct association (Master/Sub)
      • If opened under common area in error and it needs to be changed to the property address, you may change that by filling in the correct General Information fields in the work order by clicking on the “Edit” button.

• • • If it was opened under the property address in error and it needs to be opened under the common area, change the location by clicking on “Common Area” after you have clicked the “Edit Location” button. Once you click the “Update” button it will be a common area work order.

• 1. • If the work order was opened under the wrong association (for example, Master instead of Sub Association), you can change it. button and changing the Association name.  Once you click the “Save” button, it will show the correct association.
  2. Assign a Priority Code.
     • When a work order is received through the Resident Portal for a RED association, we must set the priority code to “Normal-Onsite” or “Rush-Onsite”. State in the work order that you are forwarding it to the General Manager and carbon copying the manager assistant; respond to the owner/resident through the Management App using the “Resident Portal: W/O Response – Red HOA” template to let them know you have done so and that they will follow up. Once that is done, you would leave the work order OPEN. **Please note everything you did per the above instructions (including names).
     • For Rush-Leak/Remediation work orders see SOP – 312 -“Handling Leaks (Liquid or Gas) and Remediation” and SOP 315 – Specific Work Order Issues/ After Hours Parking and Towing Issues/ After Hours IT Issues for detailed work order instructions.
     • For all other work orders (GREEN & YELLOW associations) choose “Normal – Comm Care (NCC)” or “Rush – Comm Care (RCC)” as the priority code. Utilize SOP 315: Specific Work Order Issues/ After Hours Parking and Towing Issues/ After Hours IT Issues for detailed work order instructions.
     • If it is not something that should be a work order, please note what you did, still email the owner/resident and then close.
  3. Verify the “Type” is accurate (change if necessary; contemplate what would make the work order easy to find)
  4. Fill in the description field
  5. Change the “Received By” field from Management App to your name.  Please let Christy or Liz know if your name does not yet appear in the Management App.
  6. Assign work order to vendor/manager (Per profile instructions)
  7. Verify the Due Date is correct (Rush work orders get updated to the next business day and Normal work orders should be due in 5 business days).
  8. Once you have filled in and updated all the information for the General Information, Report Information, and Vendor Information, you will add to the “Notes” section.
  9. The homeowner’s/resident’s name, address and contact information should appear in the notes if this is a common area work order.
     • If the work order is opened under the common area, it may not be necessary to include the property address. However, it should always be added when it is necessary.
     • If the homeowner does not wish to be contacted for follow up, you must state that information in the contact method box under General Information or if the homeowner/resident is only listed in the notes section – note “no follow up” by the name in the notes section.
  10. Add instructions to the vendor (i.e. inspect and advise, address pursuant to maintenance contract during regularly scheduled maintenance). Edit Resident Portal work orders when appropriate (for example, correct homeowner’s spelling, remove owner’s instructions to “repair” and change to “inspect and advise,” etc.) so that the vendor will understand the issue that is being reported and what the HOA would like them to do.
  11. Document whether the work order was emailed or faxed to the vendor.
  12. All rush work orders need to be called into the vendor and this needs to be noted in the work order. Include the name of the person you spoke to.
  13. Document that the homeowner/tenant/resident was contacted via email or phone.

1. 1. Once your notes are entered, click on “Submit”.
   2. You are now done with this work order request.

1. EMAIL THE HOMEOWNER/RESIDENT – Please remember that we should be sending an email response to every homeowner/resident request that comes to our Community Care email. Use the correct “Message Template” from the Management App.  There are three main options: (1) Resident Portal: W/O Response – Red HOA, (2) Resident Portal: W/O Response to H/O, or (3) W/O: Response to H/O. If the request is something that is homeowner responsibility – please use the template “W/O: Homeowner responsibility.”
2. (IN WOU) DRAG THE ALL OF THE EMAILS RELATED TO THE REQUEST INTO YOUR ASSIGNED FOLDER – Once you have completed a work order and have emailed the homeowner/resident back to confirm the request was received and processed, you will need to go back into the inbox you were working in, press down on “Shift” and drag the email into the appropriate “Assigned” folder with your name on it. Please always go into your assigned folder and verify you dragged it successfully. This will remove the email from the email inbox. Make sure you press down “Shift” when dragging as you will be unable to delete it from the inbox due to permission restrictions. Again, if the email was sent to more than 1 inbox, please be sure to put your name on the other emails as well and move them over to avoid anyone else doing any duplicate work.
3. PCI COMPLIENCE EMAILS – From time to time a homeowner may reach out to us for assistance regarding a payment. As you can imagine, there are a ton of laws and regulations regarding how credit card information can be sent and transmitted. This is why we use Revo to handle this process. To ensure we are PCI Compliant with credit card information, we must never forward/send an email/chat that has the full credit card number listed. If you do, it could result in the company receiving fines for not being compliant. If you receive any personal Credit Card information via email in the form of an image, screenshot, text, etc., the content needs to be removed before forwarding the email, and you must notify your manager so the original email can be removed. As PCI Compliance is a big deal that we have zero wiggle room on, everyone must acknowledge this work aid and in the event you send something that is not in compliance, it will result in a write up. In Summary, if you receive anything that contains a full credit card number, stop what you are doing and notify your manager before taking any additional steps.