E-mails are a mluvii feature that can be turned off. If you do not see the section and would like to use e-mails, please contact your sales representative or e-mail us at firstname.lastname@example.org.
The e-mail client lets you link your mailbox(es) to manage both incoming and outgoing e-mails in a single environment. This means greater clarity and options in managing or prioritizing incoming requests. In addition, agents have all requests in a single queue, which increases the efficiency of their work.
Working with e-mails
In this section, you will find all client e-mails and their details. It is easy to search among individual threads of e-mails.
Use the buttons in the upper right corner to choose whether you want to see message threads or individual messages.
E-mails that agents have removed from the queue with the Ignore button are also available in the overview. As an administrator, you have the option to return a message to the queue for resolution using the arrow button in the upper right corner.
You can manage the table of all e-mails using the settings icon in the upper right corner. You can select individual columns to be displayed in the overview there.
The filter icon next to each column name gives you the option to filter e-mails by specific parameters. To delete a filter, use the button with the image of the filter with a cross located in the upper right corner.
You can also download all selected e-mails in a csv format using the Export CSV button.
To view the details of a particular e-mail, click on the corresponding message line and a new panel will open on the right.
In the panel, you can click through three tabs – Transcript, Info and Routing. Transcript displays the message and any agent’s response to it. The Info section provides details about the message or thread. Routing shows the current routing status and message status. Individual statuses are colour-coded for clarity.
At the top right of the panel, there is a button to redirect the message to a group of agents or a specific agent. After redirection, this activity will appear in the Transcript tab.
If you have SLA set at the mailbox level, emails in a single queue will be color coded. The e-mail line remaining less than an hour until the expiration date will be colored yellow. If the value is exceeded, the color changes to red. At the end of a line of an e-mail message, you can also see how much time is left before the SLA expires, or how long the e-mail expired.