Retrieving Drafts of Outgoing Messages

When composing an outgoing message, agents might not have the time or information that they need to complete the message and then send it. They can save this incomplete message, and then later retrieve this draft to complete the message before sending it. For more information, see Saving Drafts of Outgoing Messages.

To retrieve a draft of an outgoing message

  1. Navigate to the Communications screen, then the Communications List view.

  2. Select Drafts in the Saved Queries field of the toolbar.

  3. In the list of email messages, select the draft message.

  4. Click Resume to navigate to the outgoing message form for the draft.

    The form for the incoming message appears on-screen. To show or hide the body of the incoming message, click the show more or show less button in corner of the incoming message form.

    The form for your outgoing message appears after the form for the incoming message, and this form contains the draft text.

  5. If necessary, change the content in the draft message.

    Note: To rescind your changed content, then you must delete that content. Do not click Delete to rescind your changed content. Click Delete only to delete the draft message.

  6. To save the draft message, click Save As Draft on outgoing message form.

  7. To make further changes to the draft, then click Resume, enter the changes, and click Save As Draft again.

    The message is saved as a draft.

    Note: If you do not click Save As Draft, then the message is still saved as a draft when you navigate to another screen or view in Email Response.

  8. To send the draft message, click Send at the start or end of the outgoing message form.

    The outgoing message is sent.

  9. (Optional) To view the record for the sent message, select Sent Items in the Saved Queries field of the toolbar.