E-mail response system

摘要

A system and method for processing e-mail is provided wherein an e-mail is received from an originator or a customer, a routing destination is determined and responses to the e-mail are retrieved from a library based on the selected routing destination. Customer data is then accessed and the responses are filtered based on customer information that is extrinsic to the e-mail. An agent can select a response from the list of filtered responses and the selected response can be sent to the originator.