Clearance

The “release” principle is used to implement the four-eyes principle: Reply messages are not sent directly to the customer or recipient but presented to a second, authorized person for proofreading before being sent (see also chapter Send after clearance).

Agents authorized to release have a special folder called Releases in their folder list. This folder contains all versions of a message created in the release process. If the current version of a message in the release process is selected, the Release button appears in the central button bar. This button can be used to release a message directly, i.e. to send it to the recipient. When the current version is released, all previous versions of the message are deleted from the Releases folder. Previous versions can be recognized by the icon in the folder list.

If the message waiting for release is to be edited again, it must be dragged to the personal inbox using the Manual retrieval button. In the editor, message contents can be edited and changed as usual. Unlike editing regular messages, the editor is displayed with special function buttons in the release process. To release the modified message and send it to the customer, click on Send+Close.

The Send after clearance button can be used to file a message in the outbox again for release. Send after clearance is also used when the agent has received a message to be released back from a supervisor with a request for correction. If, on the other hand, the reply message is not to be sent at all, the process can be completed in full via Close.

If an agent has retrieved a message to be released, but does not want to change it after all or if no change is required, the message can be released and sent via the Release (unchanged) button in the message editor. Any changes made will be discarded in this case.

If the release of the retrieved message is to take place at a later point in time by the own or another agent, it is possible to put the message on hold via Resubmission. The agent recognizes the message to be released that has been sent to them from the resubmission by the symbols (unread) and (read).

Agents who do not have release authorization, but still have messages in their mailbox in the state of release check (by assignment, or push procedure), the buttons Send+Release and Send (unchanged) are not available.

In the course of a message all phases as well as intermediate versions of the release process are documented (see chapter Process). Intermediate versions are linked in depth in the history.

 Mails that are on release are not automatically routed to release-authorized agents. To process mails that are on share, the agent must proactively open the share folder. Whether messages are in the share is displayed in the folder list.