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What do the icons indicate on Browser UI incident responses? 

Environment:

Oracle B2C Service

Issue:

We are unclear what these icons are on the incident response header. 

Resolution:

Draft response

When the agent starts writing a response, they will see the icon showing an arrow. That is the basic symbol for an incident response. The Draft Mode indicator appears when the agent can keep making edits to their response. 

Saving the response without sending

Depending on how the Rich Text Incident Thread Control is set up under Response Options in the Incident Workspace, if the agent clicks on the Save or Save & Close button after adding a draft response (i.e. does not click Send)..

A. if the option to Commit Response when Incident is Saved is checked..

• the response will be committed to the incident thread, and the agent will not be able to edit it afterwards
• an email will not be sent when the response is saved, but the customer can see the response if they check the incident on the Customer Portal pages
• the icon will be changed to a Saved icon for that response, so the agent can easily identify that the customer has not been emailed yet

B. if the option to Commit Response when Incident is Saved is unchecked..

• the response remains as a Draft response, and can be edited later by an agent (see first screenshot), including a different one than the agent who saved it initially
• the customer will not be able to see the draft response until this has been sent

Sending a response

When the Send button is clicked, an email will be sent to the customer with any previously unsent responses. The icon will change to an arrow as below, even for previously committed, but unsent, responses.  

Note: 

A single email will be sent when the Send button is clicked, regardless of the number of previous responses saved, but unsent. Depending on how your message template is configured, the customer may not see all responses in the email. Even if there are no draft messages saved, an email will still be sent to the customer when the Send button is clicked. See also:

• Answer ID 5488: Popular answers about Message Templates
• Answer ID 4638: Incident response is a blank message 
   

A timestamp will be added in the green bar when a responses was committed. If a response was previously committed but not sent (see option A above), the timestamp has already been recorded when the response was first committed, and will not be changed when the response is sent. Otherwise - if a draft response was saved as in option B, or the response has just been added in the same edit - the green bar will record the timestamp as the time when the Send button was clicked. To identify when the response was sent, check the incident's Audit Log, which will record a 'Response Sent' event when the Send button was clicked.  

The following answer provides further details about sending responses in the Browser UI: Answer ID: 9480 Sending a response via Browser User Interface (BUI)