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If agents don't check 'Send on Save'

edited May 24, 2017 1:26PM in Reporting & Analytics for B2C Service 4 comments

Content

Hi Everyone, 

I'm new to Right Now. When responding to a guest via email, if 'Send on Save' isn't checked, will a response send to the guest? If not, is there a way to identify these through a report? Our company does not have the 'Send on Save' box defaulted as checked and we are depending on agents to do this. When shadowing, I witnessed a few not checking this box and looking at the incident audit log, it doesn't appear that a response was sent. 

Thanks in advance! 

Version

ServiceCloud

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