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by nicholasp 1 view

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Here is the sitiation:

Our Field Reps receive external mail to a shared mailbox, from our clients.

I want to have the appropriate person in the offcie to answer the E-mail, the Supervisor check it and send it. The only thing the client should see is the one response.

We use Exchange for our E-mail

I know that there are expensive product out there that will do this but does anyone have any leads that will help to do this?

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by dschmeltz

My company had a similar need and I implemented this work around. It does require a collaborative effort of your team. Also, I would suggest the following if you use Outlook as your mail client:

1) Create separate folders for each customers incoming and outgoing mail.
2) Using the Rules Wizard, direct mail to these newly created mailboxes
3) Enable all members to view the Shared Mailbox using Delegates in the Options menu (This will also allow multiple people to access the mailbox at thesame time)
4) Have all members save the responses as a Draft
5) Have your Supervisor check the Drafts folder to review and send the mail from there.

I hope this helps. It works well for us.

by dao251

I would develop a simple agent on the shared mailbox which would change form for all incoming messages (sample is on www.cdolive.com) The Form would provide further functionality, for example it would have two buttons "Answer" and "Approve". First would forward itself to the Supervisor and the second would forward back to client (obviously filling the From: field with the address of the shared mailbox).

I believe the entire thing is just few lines of code in VBS...

Though having this doneyou will probably be asked to develop another business rule, then more and more and finally you would be considering purchasing that expensive workflow solution :-))

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