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.
In the Settings section, select the E-mail channel. Use the Add button to create a new mailbox. Enter its name, e-mail address, assign routing and enter the SLA value. Next, select the date from which e-mails will be downloaded to the application.
Use the checkboxes to enable or disable the following features for the agents:
- Thread preview – allows agents to preview an e-mail before they receive it.
- Thread return – displays a button for agents to return received e-mails.
- Ignore button – displays a button for agents to ignore a message (usually used for spam or messages that will not be replied to anymore).
It is also necessary to fill in IMAP/POP3 and SMTP protocols. In the IMAP/POP3 tab, select the protocol, fill in the server name, port number, or select SSL and fill in the e-mail you want to link. To verify, enter its password and use the Check button. Fill in this information also in the SMTP tab where you can also confirm the authentication.
After saving, it is possible to edit the mailbox and deactivate it using the switch in the E-mail inbox section.
Note: It is possible to prioritize the sorting of e-mail requests within a group. The procedure can be found in the Groups section. To prioritize e-mails, it is recommended setting up a special group – it is more clearly arranged for the set up and handling.
In the Settings section, you can choose which rules are used to redirect e-mail to target groups of operators. In routing conditions, you can choose to route e-mail messages by sender, subject and / or message body.
If you want to keep an eye on the expiration of individual e-mail messages, visit Settings -> E-mails -> E-mail inbox. In the general mailbox-level settings, you can then select the length of the SLA of each message in units of hours.
This change will also have a significant impact on operators. In a unified e-mail queue, e-mails approaching SLA expiration will be highlighted in color. 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.