{"id":111,"date":"2018-01-11T12:34:00","date_gmt":"2018-01-11T20:34:00","guid":{"rendered":"https:\/\/wp.actionlife.com\/sopcommunitycare\/?p=111"},"modified":"2025-01-19T18:53:08","modified_gmt":"2025-01-20T02:53:08","slug":"304-cc-emails","status":"publish","type":"post","link":"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/304-cc-emails\/","title":{"rendered":"304: CC Emails"},"content":{"rendered":"<ul>\n \t<li>Introduction<\/li>\n \t<li>Step-by-step guide for how to properly complete a CC Email<\/li>\n<\/ul>\n<strong><u>INTRODUCTION<\/u><\/strong> &#8211;\n\n<strong>Emails in Five9<\/strong>\n\nInboxes that are in Five9 for Community Care:\n<ul>\n \t<li>CC Priority &#8211; <a href=\"mailto:ccpriority@actionlife.com\">ccpriority@actionlife.com<\/a>, <a href=\"mailto:communitycare@actionlife.com\">communitycare@actionlife.com<\/a><\/li>\n \t<li>CC General &#8211; <a href=\"mailto:ccgeneral@actionlife.com\">ccgeneral@actionlife.com<\/a><\/li>\n \t<li>CC Programming \u2013 <a href=\"mailto:ccprogramming@actionlife.com\">ccprogramming@actionlife.com<\/a><\/li>\n \t<li>Rush Leaks &#8211; <a href=\"mailto:rushleaks@actionlife.com\">rushleaks@actionlife.com<\/a><\/li>\n<\/ul>\nEach 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 \u201cManage skills\u201d option in Five9, you can control which mailbox you will be searching through.\n<h5><a name=\"_Toc93054820\"><\/a><strong><u>Automatic Interaction Distribution vs Cherry Picking<\/u><\/strong><\/h5>\nThere are two ways of receiving emails\/chats in Five9, Automatic Interaction Distribution (AID) or Cherry Picking.\n<ul>\n \t<li>Team Members whose primary role is email based will be set to Cherry Picking and will be allowed to \u201clock in\u201d 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.<\/li>\n \t<li>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 \u201cCompleting A Task \u2013 Text\u201d<\/li>\n<\/ul>\n<span style=\"color: #ff0000\"><strong><em><u>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. <\/u><\/em><\/strong><\/span>\n<h5><strong><u>Email &#8211; How to Access<\/u><\/strong><\/h5>\nFrom Home, select an email skill.\n\n<strong><span style=\"color: #ff0000\">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)<\/span><\/strong>\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2917\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_52_44-.png\" alt=\"\" width=\"570\" height=\"854\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_52_44-.png 570w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_52_44--200x300.png 200w\" sizes=\"auto, (max-width: 570px) 100vw, 570px\" \/>\n\nTo access emails you will click on \u201cEmail\u201d in the left menu bar. Notice you can see how many emails are in the queue before clicking on Email.<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2825 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture1-1.png\" alt=\"\" width=\"67\" height=\"524\" \/>\n\n<span style=\"color: #ff0000\"><em>NOTE \u2013 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 \u201cEmail\u201d. <\/em><\/span>\n\nOnce you click on Email, your screen will look similar to this:<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2826\" style=\"font-size: inherit\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture2-2.png\" alt=\"\" width=\"936\" height=\"416\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture2-2.png 936w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture2-2-300x133.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture2-2-768x341.png 768w\" sizes=\"auto, (max-width: 936px) 100vw, 936px\" \/>\n\nLet\u2019s talk about each section in more detail.\n<ol>\n \t<li>Click the magnifying glass to search the queue. <span style=\"color: #ff0000\"><strong><em>Note \u2013 you will not see this if you are on auto distro. Only cherry-picking users have access to this feature. <\/em><\/strong><\/span><\/li>\n \t<li>The refresh button (your queue should automatically refresh every 30 seconds but you can do it manually by clicking the Refresh button<\/li>\n \t<li>This is the entire queue of emails that is currently unclaimed. <span style=\"color: #ff0000\"><strong><em>Note \u2013 you will not see this if you are on auto distro. Only cherry-picking users have access to the queue. <\/em><\/strong><\/span><\/li>\n \t<li>Assigned Emails. This is where emails that have been assigned to you will appear.<\/li>\n \t<li>This is the filter section. If you click filter you can add filters to your queue. The button to the left of \u201cFilters\u201d allows you to quickly toggle your filter on and off. <span style=\"color: #ff0000\"><strong><em>Note \u2013 you will not see this if you are on auto distro. Only cherry-picking users have access to this feature.<\/em><\/strong><\/span><\/li>\n \t<li>This is where you can choose to sort the queue by oldest or newest first. Unless otherwise told, you should always work oldest first. <span style=\"color: #ff0000\"><strong><em>Note \u2013 you will not see this if you are on auto distro. Only cherry-picking users have access to this feature. <\/em><\/strong><\/span><\/li>\n \t<li>This is where the emails appear that are either in the queue or assigned to you.<\/li>\n \t<li>This is how you assign an email to yourself if you are a cherry-picking user. <span style=\"color: #ff0000\"><strong><em>Note \u2013 you will not see this if you are on auto distro. Only cherry-picking users have access to this feature. <\/em><\/strong><\/span><\/li>\n \t<li>This is where the body of the email will appear after you click on it.<\/li>\n \t<li>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.<\/li>\n \t<li>This shows how long the email has been sitting in the queue.<\/li>\n \t<li>Once you complete an email, you must set a disposition just like calls and chats. This is where you would set it.<\/li>\n<\/ol>\n<h2><a name=\"_Toc110434995\"><\/a><strong><u>Email \u2013 How to see an Email is assigned to me<\/u><\/strong><\/h2>\nAnytime 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.<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2827 aligncenter\" style=\"font-size: inherit\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture3-1.png\" alt=\"\" width=\"72\" height=\"541\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture3-1.png 72w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture3-1-40x300.png 40w\" sizes=\"auto, (max-width: 72px) 100vw, 72px\" \/>\n<h2><a name=\"_Toc110434996\"><\/a><strong><u>Email &#8211; How to use the filter<\/u><\/strong><\/h2>\n<strong>\u00a0<\/strong>To use the filter, click on \u201cEmails\u201d and then click the word \u201cFilters\u201d.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2861\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture33.png\" alt=\"\" width=\"402\" height=\"126\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture33.png 402w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture33-300x94.png 300w\" sizes=\"auto, (max-width: 402px) 100vw, 402px\" \/>\n\nYou 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.\n\nAfter you hit filter, you will get a pop-up that looks like this:\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2828\" style=\"font-size: inherit\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture5-1.png\" alt=\"\" width=\"434\" height=\"387\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture5-1.png 434w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture5-1-300x268.png 300w\" sizes=\"auto, (max-width: 434px) 100vw, 434px\" \/>\n\nThe &#8220;Clusters&#8221; drop down is the only filter we use. &#8220;Urgent 1&#8221; is our most email category, and &#8220;Urgent 2&#8221; are the next most urgent.\n<ul>\n \t<li><strong>Clusters<\/strong> \u2013 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 \u201cUrgent 1\u201d or \u201cUrgent 2\u201d. For more info on flagging emails, see the \u201cHow to Flag Urgent Emails\u201d section.<\/li>\n<\/ul>\nHit Apply at the bottom to filter the results.\n<h2><a name=\"_Toc110434997\"><\/a><strong><u>Email &#8211; How to use search<\/u><\/strong><\/h2>\nSelect the email icon in Five9, then select (1) and then (2).\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2912\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_36_11-Agent-Desktop-Plus.png\" alt=\"\" width=\"338\" height=\"180\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_36_11-Agent-Desktop-Plus.png 338w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_36_11-Agent-Desktop-Plus-300x160.png 300w\" sizes=\"auto, (max-width: 338px) 100vw, 338px\" \/>\n\nYou can now search emails with a range of options.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2868\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture8-4.png\" alt=\"\" width=\"463\" height=\"558\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture8-4.png 463w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture8-4-249x300.png 249w\" sizes=\"auto, (max-width: 463px) 100vw, 463px\" \/>\n\nIt is important to highlight the AND\/OR statement at the top:\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2832\" style=\"font-size: inherit\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture9-1.png\" alt=\"\" width=\"798\" height=\"72\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture9-1.png 798w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture9-1-300x27.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture9-1-768x69.png 768w\" sizes=\"auto, (max-width: 798px) 100vw, 798px\" \/>\n\nAND\/OR statements are a great way to help narrow down your results when you don\u2019t have a lot of info to go off of.\n\n<strong>AND<\/strong> 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.\n\n<strong>OR<\/strong> 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.\n\nOnce you are done with your search, click the X near the top to go back to your normal view.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2870\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-09-16_31_34-Five9-Training-Manual-Word.png\" alt=\"\" width=\"484\" height=\"124\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-09-16_31_34-Five9-Training-Manual-Word.png 484w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-09-16_31_34-Five9-Training-Manual-Word-300x77.png 300w\" sizes=\"auto, (max-width: 484px) 100vw, 484px\" \/>\n<h2><a name=\"_Toc110434998\"><\/a><strong><u>Email &#8211; How to claim an email\/SMS\/Live Chat to work on it<\/u><\/strong><\/h2>\n<span style=\"color: #ff0000\"><strong><em>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. <\/em><\/strong><\/span>\n\nTo 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.\n<p style=\"text-align: center\">Before someone has claimed it:<\/p>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2873 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_15_47-Window.png\" alt=\"\" width=\"298\" height=\"165\" \/>\n<p style=\"text-align: center\">After someone has claimed it:<\/p>\n\n<h2 style=\"text-align: center\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2874\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_16_13-Window.png\" alt=\"\" width=\"345\" height=\"112\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_16_13-Window.png 345w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_16_13-Window-300x97.png 300w\" sizes=\"auto, (max-width: 345px) 100vw, 345px\" \/><\/h2>\nThe padlock is also contextual and will display relevant info if you hover over it. Options are:\n<ul>\n \t<li>Light Blue Unlocked \u2013 No one has claimed this email yet<\/li>\n \t<li>Blue Locked \u2013 This shows if <strong><em><u>you<\/u><\/em><\/strong> have claimed the email<\/li>\n \t<li>Grey Lock \u2013 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.<\/li>\n<\/ul>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2875 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_16_26-Window.png\" alt=\"\" width=\"254\" height=\"181\" \/>\n<h2 style=\"text-align: left\" align=\"center\"><a name=\"_Toc110434999\"><\/a><b><u><span style=\"font-size: 20.0pt;line-height: 107%\">Email &#8211; The Main View<\/span><\/u><\/b><\/h2>\n<h2 style=\"text-align: left\" align=\"center\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2837\" style=\"font-size: inherit\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture14-1.png\" alt=\"\" width=\"936\" height=\"424\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture14-1.png 936w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture14-1-300x136.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture14-1-768x348.png 768w\" sizes=\"auto, (max-width: 936px) 100vw, 936px\" \/><\/h2>\nOnce you click on an email, the email will be displayed on the right side. From here you can read it like a normal email.\n\nAlong the top bar, you will also see 4 important sections, interaction, contact, history, and connector. \u00a0<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2838\" style=\"font-size: inherit\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture15-1.png\" alt=\"\" width=\"504\" height=\"90\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture15-1.png 504w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture15-1-300x54.png 300w\" sizes=\"auto, (max-width: 504px) 100vw, 504px\" \/>\n<ul>\n \t<li>Interaction \u2013 This is where the email is located. You can scroll through the entire email chain while here.<\/li>\n \t<li>Contact \u2013 Not currently in use<\/li>\n \t<li>History \u2013 Not currently in use<\/li>\n \t<li>Connector \u2013 Not currently in use<\/li>\n<\/ul>\nAfter 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.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2876\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_22_32-Window.png\" alt=\"\" width=\"829\" height=\"126\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_22_32-Window.png 829w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_22_32-Window-300x46.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_22_32-Window-768x117.png 768w\" sizes=\"auto, (max-width: 829px) 100vw, 829px\" \/>\n\nIf you scroll to the bottom of the email chain, you can also reply\/forward from here.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2840\" style=\"font-size: inherit\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture17-1.png\" alt=\"\" width=\"524\" height=\"81\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture17-1.png 524w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture17-1-300x46.png 300w\" sizes=\"auto, (max-width: 524px) 100vw, 524px\" \/>\n\nOnce you have completed your email, you must set the disposition just like we do for calls and chats. To set the disposition click the \u201cSet Disposition\u201d button in the top right corner.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2879\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_25_32-Window.png\" alt=\"\" width=\"474\" height=\"101\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_25_32-Window.png 474w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_25_32-Window-300x64.png 300w\" sizes=\"auto, (max-width: 474px) 100vw, 474px\" \/><span style=\"color: inherit;font-size: 1.95em;text-align: left\">\u00a0<\/span>\n<h2><a name=\"_Toc110435000\"><\/a><strong><u>Email &#8211; How to Flag Urgent Emails<\/u><\/strong><\/h2>\nNow that we know how to claim and reply to emails, it\u2019s 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 \u201cClusters\u201d 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.\n\nWe have 2 levels of \u201cclusters\u201d in Five9. \u201cUrgent 1\u201d and Urgent 2\u201d\n<ul>\n \t<li><strong>Urgent 1 <\/strong>\u2013 This is the highest level of priority in the mailbox. These should always be completed first before working on any other emails. Examples of \u201cUrgent 1\u201d emails are:\n<ul>\n \t<li>Gate issues affecting access<\/li>\n \t<li>Elevator issues affecting access<\/li>\n \t<li>Sprinklers running non-stop<\/li>\n \t<li>Trees down blocking access or on top of cars<\/li>\n \t<li>Some PREs that require an actual call back<\/li>\n \t<li>Time-sensitive requests like roof access and when managers tell us OT is approved.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n \t<li><strong>Urgent 2 <\/strong>\u2013 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 \u201cUrgent 1\u201d. Examples of \u201cUrgent 2\u201d emails are:\n<ul>\n \t<li>Irrigation issues where the water is not constantly running<\/li>\n \t<li>PREs that don&#8217;t require a callback<\/li>\n \t<li>Confirm receipt emails<\/li>\n \t<li>Scheduling of roof access that is more than 48 hours in advanced<\/li>\n \t<li>Water shut-off requests for the near future<\/li>\n \t<li>Bees<\/li>\n \t<li>Lighting issues that become safety issues<\/li>\n<\/ul>\n<\/li>\n<\/ul>\nTo flag an email, you will do the following steps:\n\n<strong>Claim the email as your own <\/strong>\u2013 Click on the padlock to lock in the email as your own.<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2880\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_26_19-Window.png\" alt=\"\" width=\"346\" height=\"130\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_26_19-Window.png 346w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_26_19-Window-300x113.png 300w\" sizes=\"auto, (max-width: 346px) 100vw, 346px\" \/>\n\nNow that you have claimed the email, on the right side of the screen click on \u201cNone\u201d next to Cluster.<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2881\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_27_54-Window.png\" alt=\"\" width=\"1125\" height=\"673\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_27_54-Window.png 1125w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_27_54-Window-300x179.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_27_54-Window-1024x613.png 1024w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_27_54-Window-768x459.png 768w\" sizes=\"auto, (max-width: 1125px) 100vw, 1125px\" \/>\n<p style=\"text-align: center\">After clicking \u201cNone\u201d, you can now choose Urgent 1 or Urgent 2.<\/p>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2882 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_29_12-Window.png\" alt=\"\" width=\"365\" height=\"292\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_29_12-Window.png 365w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_29_12-Window-300x240.png 300w\" sizes=\"auto, (max-width: 365px) 100vw, 365px\" \/>\n<p style=\"text-align: center\">Last, unlock the email so someone else can claim it and work on it.<\/p>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2880 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_26_19-Window.png\" alt=\"\" width=\"346\" height=\"130\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_26_19-Window.png 346w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_26_19-Window-300x113.png 300w\" sizes=\"auto, (max-width: 346px) 100vw, 346px\" \/>\n<p style=\"text-align: center\">Now if a person does a filter on clusters for Urgent 1, only those emails will show up.<\/p>\n<p style=\"text-align: center\">Inbox without Filter:<\/p>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2883 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_31_47-Five9-Training-Manual-Word.png\" alt=\"\" width=\"221\" height=\"761\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_31_47-Five9-Training-Manual-Word.png 221w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_31_47-Five9-Training-Manual-Word-87x300.png 87w\" sizes=\"auto, (max-width: 221px) 100vw, 221px\" \/>\n<p style=\"text-align: center\">Inbox with Filter:<\/p>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2884 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_32_03-Five9-Training-Manual-Word.png\" alt=\"\" width=\"285\" height=\"381\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_32_03-Five9-Training-Manual-Word.png 285w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_32_03-Five9-Training-Manual-Word-224x300.png 224w\" sizes=\"auto, (max-width: 285px) 100vw, 285px\" \/>\n<h2><a name=\"_Toc110435001\"><\/a><strong><u>Email &#8211; How to Reply<\/u><\/strong><\/h2>\nWe have briefly talked about where the reply\/forward buttons are located within an email. Now let\u2019s see what happens when you click on them.\n\nAfter you have decided what your reply will be, click the reply button. You will then get this screen.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2885\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_33_51-Window.png\" alt=\"\" width=\"1125\" height=\"663\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_33_51-Window.png 1125w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_33_51-Window-300x177.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_33_51-Window-1024x603.png 1024w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_33_51-Window-768x453.png 768w\" sizes=\"auto, (max-width: 1125px) 100vw, 1125px\" \/>\n\nIn 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.\n\nAlong the bottom, there are a few buttons as well. Let\u2019s talk about those in more detail.\n\n<strong>Discard <\/strong>\u2013 This is where you will discard the email if you no longer need to send it.\n\n<strong>Assistance <\/strong>\u2013 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 \u201cAssistances in Email\u201d section below.\n\n<strong>Attach <\/strong>\u2013 Here you can attach files to the email. Alternatively, you can drag and drop attachments into this window.\n\n<strong>Send<\/strong> \u2013 Send your email.\n\nOnce you click on send. You will notice a reply icon appears on the email in the inbox.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2886\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_35_27-Window.png\" alt=\"\" width=\"878\" height=\"149\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_35_27-Window.png 878w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_35_27-Window-300x51.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_35_27-Window-768x130.png 768w\" sizes=\"auto, (max-width: 878px) 100vw, 878px\" \/>\n\nLast but not least, you\u2019ll now need to set the disposition in the top right corner by clicking Set Disposition.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2887 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_35_45-Window.png\" alt=\"\" width=\"474\" height=\"101\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_35_45-Window.png 474w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_35_45-Window-300x64.png 300w\" sizes=\"auto, (max-width: 474px) 100vw, 474px\" \/>\n<h2><a name=\"_Toc110435002\"><\/a><strong><u>Email &#8211; Assistances<\/u><\/strong><\/h2>\nJust 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.\n\nAssistances 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.\n\nTo apply an assistance, you click the Assistance button and select the one you would like to add.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2851\" style=\"font-size: inherit\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture28-1.png\" alt=\"\" width=\"430\" height=\"322\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture28-1.png 430w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture28-1-300x225.png 300w\" sizes=\"auto, (max-width: 430px) 100vw, 430px\" \/>\n\nPlease note some assistances have text highlighted in yellow. These are instructions for <span style=\"color: #ff0000\"><strong><em><u>YOU<\/u><\/em><\/strong><\/span>. You must do these first. Usually, it\u2019s adding an attachment, and then deleting\/updating the highlighted area before sending the email.\n<p style=\"text-align: center\">Here is an example:<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2852 aligncenter\" style=\"font-size: inherit\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture29-1.png\" alt=\"\" width=\"687\" height=\"383\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture29-1.png 687w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Picture29-1-300x167.png 300w\" sizes=\"auto, (max-width: 687px) 100vw, 687px\" \/><a name=\"_Toc110435003\"><\/a><\/p>\n\n<h2><strong><u>Email &#8211;\u00a0<\/u><\/strong><span style=\"font-size: 31.2px\"><u>Transferring to another email.<\/u><\/span><\/h2>\nEmails can be transferred to other inbox&#8217;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 &#8220;old fashioned&#8221; way. CCP, CCG, and RushLeaks should be &#8220;transferred&#8221; in Five9 not forwarded.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2913\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_42_38-Agent-Desktop-Plus.png\" alt=\"\" width=\"447\" height=\"179\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_42_38-Agent-Desktop-Plus.png 447w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_42_38-Agent-Desktop-Plus-300x120.png 300w\" sizes=\"auto, (max-width: 447px) 100vw, 447px\" \/>\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2914\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_43_05-Agent-Desktop-Plus.png\" alt=\"\" width=\"769\" height=\"325\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_43_05-Agent-Desktop-Plus.png 769w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-15-08_43_05-Agent-Desktop-Plus-300x127.png 300w\" sizes=\"auto, (max-width: 769px) 100vw, 769px\" \/>\n<h2><strong><u>Email &#8211; Setting a Disposition<\/u><\/strong><\/h2>\nYou let Five9 know you are done working on an email by setting the Disposition. To set a disposition click \u201cSet Disposition\u201d in the top right corner and search for your disposition. Reminder, once you click on the disposition, there is no way to change it.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2888 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_38_23-Window.png\" alt=\"\" width=\"376\" height=\"293\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_38_23-Window.png 376w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_38_23-Window-300x234.png 300w\" sizes=\"auto, (max-width: 376px) 100vw, 376px\" \/>\n<h2><a name=\"_Toc110435005\"><\/a><strong><u>Email &#8211; How to Send an Email Through Five9<\/u><\/strong><\/h2>\nThere 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!\n\nFrom any page, click on actions in the top right corner and choose \u201cCompose Email\u201d\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2889\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_39_39-Window.png\" alt=\"\" width=\"639\" height=\"177\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_39_39-Window.png 639w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_39_39-Window-300x83.png 300w\" sizes=\"auto, (max-width: 639px) 100vw, 639px\" \/>\n\nYou 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.\n\nThe first thing you must do is choose where you are sending the email \u201cFrom\u201d. To do this, click on the \u201cProfile\u201d 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.\n\nSecond, enter where you are sending it under \u201cTo\u201d (take note of the CC\/BCC options on the far right)\n\nThird, you need to enter a subject line.\n\nFourth, compose your email.\n\nFifth, 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.\n\nFinally, once everything is entered, hit send.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2890\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_40_48-Window.png\" alt=\"\" width=\"1125\" height=\"600\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_40_48-Window.png 1125w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_40_48-Window-300x160.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_40_48-Window-1024x546.png 1024w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_40_48-Window-768x410.png 768w\" sizes=\"auto, (max-width: 1125px) 100vw, 1125px\" \/>Once you hit send, the window will go away.\n<h2><span style=\"text-decoration: underline\"><strong>Emails in Outlook for our Work Order Updates inbox:<\/strong><\/span><\/h2>\n<ul>\n \t<li>Community Care emails should be handled in the order in which they are received. Please try to avoid skipping ahead.<\/li>\n \t<li>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.<\/li>\n \t<li>Finish what you start right away: Please be sure that you are <span style=\"text-decoration: underline\"><strong>not<\/strong><\/span> 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 &#8211; Open A Work Order), assign it to \u201cmanager.\u201d <span style=\"color: #ff0000\">If it is an urgent matter, you must call (not just email) the manager<\/span> then slide the email request to the appropriate assigned folder (instructions below &#8211; Drag the Email to Your Assigned Folder). Avoid just emailing the manager and then leaving the email in CCPriority\/CCGeneral\/WorkOrderUpdates \u2013 it must be moved to your completed folder. What if you are out sick the next day and this is an urgent matter?\u00a0 <strong>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.<\/strong><\/li>\n \t<li>When a work order is received through the Resident Portal for a <strong><span style=\"color: #ff0000\">RED<\/span><\/strong> association, we must set the priority code to \u201cNormal-Onsite\u201d or \u201cRush-Onsite\u201d. State in the work order that you are forwarding it to the General Manager and <span style=\"color: #0000ff\">carbon copying the manager assistant<\/span>; respond to the owner\/resident through the Management App using the \u201cResident Portal: W\/O Response \u2013 Red HOA\u201d template to let them know you have done so and that they will follow up. <span style=\"color: #ff0000\">Once that is done, you will leave the work order OPEN<\/span>. <strong>**Please note everything you did per the above instructions (including names).<\/strong><\/li>\n \t<li>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.<\/li>\n<\/ul>\n<strong>The following is a step by step guide for how to properly complete a CC Email:<\/strong>\n<ol>\n \t<li><strong><u>MARK THE EMAIL<\/u><\/strong> &#8211; 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).<\/li>\n<\/ol>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2891\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_43_55-Window.png\" alt=\"\" width=\"1243\" height=\"749\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_43_55-Window.png 1243w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_43_55-Window-300x181.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_43_55-Window-1024x617.png 1024w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_43_55-Window-768x463.png 768w\" sizes=\"auto, (max-width: 1243px) 100vw, 1243px\" \/>\n<ol>\n \t<li><span style=\"text-indent: -1.5em\">Sort email by &#8220;Subject&#8221; and put your name on any of the related emails related to the first email.\u00a0 Check to see if the email(s) was sent to more than one of the shared Community Care Outlook email boxes (CCGeneral\/CCPriority\/Workorderupdates).\u00a0 Put you should put your name on all of the related emails in all of the boxes.<\/span><\/li>\n \t<li><span style=\"text-indent: -1.5em\">OPEN A WORK ORDER (RESIDENT PORTAL OR EMAILED REQUESTS) <\/span>&#8211; 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).\u00a0 <strong style=\"text-indent: -1.5em\">\u00a0<\/strong><span style=\"text-indent: -1.5em\">The instructions below are basically the same for both types of work orders.<\/span>\n<ol>\n \t<li style=\"list-style-type: none\">Before processing a Resident Portal work order or opening a work order at the owner\u2019s request, check the profile to see if the issue is covered by the HOA.<\/li>\n \t<li style=\"list-style-type: none\"><strong>Verify that there isn\u2019t a work order already opened for the same issue by searching the work orders opened for the HOA.\u00a0 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. <span style=\"text-decoration: underline\">**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.\u00a0 When you email the owner\/resident to respond to their request, provide them with the older work order number for reference.**<\/span><\/strong><\/li>\n \t<li style=\"list-style-type: none\">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<strong><strong><em> ((Association Name) <\/em><\/strong><\/strong><b><i>Work Order #18209 has been created<\/i><\/b><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2896\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_56_06-Agent-Desktop-Plus.png\" alt=\"\" width=\"1325\" height=\"772\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_56_06-Agent-Desktop-Plus.png 1325w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_56_06-Agent-Desktop-Plus-300x175.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_56_06-Agent-Desktop-Plus-1024x597.png 1024w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-08_56_06-Agent-Desktop-Plus-768x447.png 768w\" sizes=\"auto, (max-width: 1325px) 100vw, 1325px\" \/><\/li>\n \t<li style=\"list-style-type: none\">Resident Portal work orders can be brought up in the Management App using the &#8220;Work Order Search&#8221; box. Enter the Resident Portal work order number in the \u201cWork Order Search\u201d box. Alternatively, you can click on the &#8220;Update&#8221; button in the email.\u00a0 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.\n<ul>\n \t<li>If you are opening a Non-Resident Portal work order under a property address, go to the \u201cResident Search\u201d box and search the homeowner\/resident property address.\u00a0 On the left hand side is a tab with a wrench that says work orders.\u00a0 Click on this link and then the green \u201cNew\u201d button to open a new work order.<\/li>\n \t<li><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-2897 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_01_06-Edit-Post-\u2039-SOP-Community-Care-\u2014-WordPress.png\" alt=\"\" width=\"245\" height=\"731\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_01_06-Edit-Post-\u2039-SOP-Community-Care-\u2014-WordPress.png 312w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_01_06-Edit-Post-\u2039-SOP-Community-Care-\u2014-WordPress-101x300.png 101w\" sizes=\"auto, (max-width: 245px) 100vw, 245px\" \/> If you are opening a Non-Resident Portal work order under the common area, go to the \u201cAssociation Search\u201d for the Management App. Pull up the association and click on the Work Orders tab on the left hand side.\u00a0 Then click on the green &#8220;New&#8221; button to open a new work order.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1302  aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2019\/07\/new-work-order-button.png\" alt=\"\" width=\"517\" height=\"100\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2019\/07\/new-work-order-button.png 1452w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2019\/07\/new-work-order-button-300x58.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2019\/07\/new-work-order-button-768x148.png 768w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2019\/07\/new-work-order-button-1024x197.png 1024w\" sizes=\"auto, (max-width: 517px) 100vw, 517px\" \/>\n<ol>\n \t<li style=\"list-style-type: none\">\n<ol>\n \t<li>Verify if the homeowner\/resident opened the Resident Portal work order correctly either under the <u>property address<\/u> or <u>common area<\/u>, and that it was opened under the <u>correct association (Master\/Sub)<\/u>\n<ul>\n \t<li>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 &#8220;Edit&#8221; button.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<img loading=\"lazy\" decoding=\"async\" class=\" wp-image-2898 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_03_29-Work-Order-18209-Management-App.png\" alt=\"\" width=\"591\" height=\"446\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_03_29-Work-Order-18209-Management-App.png 711w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_03_29-Work-Order-18209-Management-App-300x227.png 300w\" sizes=\"auto, (max-width: 591px) 100vw, 591px\" \/>\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li>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 &#8220;Common Area&#8221; after you have clicked the &#8220;Edit Location&#8221; button. Once you click the \u201cUpdate\u201d button it will be a common area work order.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2899 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_04_58-Work-Order-18209-Management-App.png\" alt=\"\" width=\"520\" height=\"380\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_04_58-Work-Order-18209-Management-App.png 520w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_04_58-Work-Order-18209-Management-App-300x219.png 300w\" sizes=\"auto, (max-width: 520px) 100vw, 520px\" \/>\n<ul>\n \t<li style=\"list-style-type: none\">\n<ol>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li>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.\u00a0 Once you click the &#8220;Save&#8221; button, it will show the correct association.<\/li>\n<\/ul>\n<\/li>\n \t<li>Assign a Priority Code.\n<ul>\n \t<li>When a work order is received through the Resident Portal for a <span style=\"color: #ff0000\"><strong>RED<\/strong> <\/span>association, we must set the priority code to \u201cNormal-Onsite\u201d or \u201cRush-Onsite\u201d. State in the work order that you are forwarding it to the General Manager and <span style=\"color: #0000ff\">carbon copying the manager assistant<\/span>; respond to the owner\/resident through the Management App using the \u201cResident Portal: W\/O Response \u2013 Red HOA\u201d template to let them know you have done so and that they will follow up. <span style=\"color: #ff0000\">Once that is done, you would leave the work order OPEN.<\/span> <strong>**Please note everything you did per the above instructions (including names).<\/strong><\/li>\n \t<li>For Rush-Leak\/Remediation work orders see SOP \u2013 312 -&#8220;Handling Leaks (Liquid or Gas) and Remediation&#8221; and SOP 315 &#8211; Specific Work Order Issues\/ After Hours Parking and Towing Issues\/ After Hours IT Issues for detailed work order instructions.<\/li>\n \t<li>For all other work orders (<strong><span style=\"color: #008000\">GREEN<\/span> <\/strong>&amp; <span style=\"color: #ff9900\"><strong>YELLOW<\/strong> <\/span>associations) choose \u201cNormal &#8211; Comm Care (NCC)\u201d or \u201cRush &#8211; Comm Care (RCC)\u201d 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.<\/li>\n \t<li>If it is not something that should be a work order, please note what you did, still email the owner\/resident and then close.<\/li>\n<\/ul>\n<\/li>\n \t<li>Verify the &#8220;Type&#8221; is accurate (change if necessary; contemplate what would make the work order easy to find)<\/li>\n \t<li>Fill in the description field<\/li>\n \t<li>Change the \u201cReceived By\u201d field from Management App to <strong><u>your name<\/u><\/strong>.\u00a0 Please let Christy or Liz know if your name does not yet appear in the Management App.<\/li>\n \t<li>Assign work order to vendor\/manager (Per profile instructions)<\/li>\n \t<li>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).<\/li>\n \t<li><span style=\"text-indent: -1.5em\">Once you have filled in and updated all the information for the General Information, Report Information, and Vendor Information, you will add to the &#8220;Notes&#8221; section.<\/span><\/li>\n \t<li>The homeowner\u2019s\/resident&#8217;s name, address and contact information should appear in the notes if this is a common area work order.\n<ul>\n \t<li>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.<\/li>\n \t<li>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 &#8211; note &#8220;no follow up&#8221; by the name in the notes section.<\/li>\n<\/ul>\n<\/li>\n \t<li>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\u2019s spelling, remove owner\u2019s instructions to \u201crepair\u201d and change to \u201cinspect and advise,\u201d etc.) so that the vendor will understand the issue that is being reported and what the HOA would like them to do.<\/li>\n \t<li>Document whether the work order was emailed or faxed to the vendor.<\/li>\n \t<li>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.<\/li>\n \t<li>Document that the homeowner\/tenant\/resident was contacted via email or phone.<\/li>\n<\/ol>\n<\/li>\n<\/ul>\n<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2900 aligncenter\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_08_36-Window.png\" alt=\"\" width=\"501\" height=\"673\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_08_36-Window.png 501w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-02-10-09_08_36-Window-223x300.png 223w\" sizes=\"auto, (max-width: 501px) 100vw, 501px\" \/>\n<ol>\n \t<li style=\"list-style-type: none\">\n<ol>\n \t<li>Once your notes are entered, click on \u201cSubmit\u201d.<\/li>\n \t<li>You are now done with this work order request.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<ol>\n \t<li style=\"list-style-type: none\"><strong><u>EMAIL THE HOMEOWNER\/RESIDENT<\/u><\/strong> &#8211; Please remember that we should be sending an email response to <strong><u>every<\/u><\/strong> homeowner\/resident request that comes to our Community Care email. Use the correct &#8220;Message Template&#8221; from the Management App.\u00a0 There are three main options: (1) Resident Portal: W\/O Response &#8211; 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 &#8211; please use the template &#8220;W\/O: Homeowner responsibility.&#8221;<\/li>\n \t<li style=\"list-style-type: none\"><span style=\"text-decoration: underline\"><strong>(IN WOU) DRAG THE ALL OF THE EMAILS RELATED TO THE REQUEST INTO YOUR ASSIGNED FOLDER<\/strong> <\/span>&#8211; 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, <strong style=\"text-indent: -1.5em\">press down on \u201cShift\u201d and drag the email into the appropriate \u201cAssigned\u201d folder with your name on it.<\/strong><span style=\"text-indent: -1.5em\"> 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 \u201cShift\u201d when dragging as you will be unable to delete it from the inbox due to permission restrictions. <\/span><span style=\"color: #ff0000\"><span style=\"color: #ff0000\">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.<\/span><\/span><\/li>\n \t<li style=\"list-style-type: none\"><span style=\"color: #ff0000\"><!-- \/wp:post-content --><\/span><strong style=\"font-size: inherit\"><span style=\"text-decoration: underline\">PCI COMPLIENCE EMAILS<\/span> \u2013\u00a0<\/strong><span style=\"font-size: inherit\">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.\u00a0To 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.\u00a0If 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.\u00a0As 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,\u00a0<\/span><strong style=\"font-size: inherit\">it will result in a write up. <em style=\"color: #ff0000;font-size: inherit\">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.<\/em><\/strong><\/li>\n<\/ol>\n<!-- wp:paragraph -->\n\n<!-- \/wp:paragraph -->\n\n<!-- wp:paragraph -->\n\n<!-- \/wp:paragraph -->","protected":false},"excerpt":{"rendered":"<p>Introduction Step-by-step guide for how to properly complete a CC Email INTRODUCTION &#8211; Emails in Five9 Inboxes that are in Five9 for Community Care: CC Priority &#8211; ccpriority@actionlife.com, communitycare@actionlife.com CC General &#8211; ccgeneral@actionlife.com CC Programming \u2013 ccprogramming@actionlife.com Rush Leaks &#8211; rushleaks@actionlife.com Each of the above email addresses will be its own skill, AKA queue. If [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-111","post","type-post","status-publish","format-standard","hentry","category-3-work-orders"],"_links":{"self":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/111","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/comments?post=111"}],"version-history":[{"count":0,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/111\/revisions"}],"wp:attachment":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/media?parent=111"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/categories?post=111"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/tags?post=111"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}