E-mails

Welcome to E-mails section. The e-mail client lets you link your mailbox(es) to manage both incoming and outgoing e-mails in a single environment. All requests are clearly arranged in a unified queue, which helps you increase your work efficiency.

The E-mails section can be found under the envelope icon in the main menu. The notification on the icon shows the current number of incoming messages.

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 in mluvii, please contact your sales representative or e-mail us at helpdesk@mluvii.com.

E-mails interface

The interface is divided into three parts. Open e-mail messages appear on the right side of the screen. At the top left, you can see the e-mails that are assigned to the relevant agent. Below them is a list of e-mails received by the agent. The size of these two windows can be adjusted by sliding the divider bar. E-mail messages are queued from oldest to newest.

Incoming e-mails

By clicking the preview of the incoming message assigned to you, you can preview the selected e-mail. By moving the mouse to the right side of the preview, you can receive the message. Similarly, you can accept the message using the Accept button in the upper right corner of the preview.

The Ignore button in the upper right corner is used to handle spam or e-mails that you no longer need to respond to (such as “Thank you”). Ignored messages are archived. Only the administrator can undo the ignore action.

Manage multiple mailboxes

If you manage multiple mailboxes through your e-mail client, you can choose which mailbox you want to send the message from (e.g. info@mycompany.com and pr@mycompany.com). To change the sender, click the button with the open envelope and the e-mail box name.

The arrow button at the top of the screen gives you the option to redirect an e-mail to a specific agent or group.

Tagging e-mails

E-mail can be tagged with one or more tags. As with sessions, e-mail tagging is used to tag individual messages by topic or seasonal campaign, for example. You can read more about tag management in the Application section. Tag previews are located below the subject of the e-mail or the button below, where it is also possible to search. For better clarity, the administrator can distinguish them in colour.

At the top right of the message is the date and time the e-mail was received and the Info icon to display additional details about a specific message, such as the sender, the recipient, date, and subject.

Note: If you do not see the preview of incoming e-mails, it is possible that this action has been disabled by the administrator, who also has permission to allow it.

Received e-mails

Like incoming messages, you can ignore, redirect, tag, or view basic information about the e-mails you receive. You can also change the sender of an e-mail using the button in the top menu.

If the agent accidentally received an e-mail or needs to return it to an incoming e-mail queue for some other reason, you can use the Return button located in the upper right corner. The message is then returned to the received e-mail queue. This feature can be switched off at the administrator level.

The application allows you to change the e-mail address of the recipient to which the agent responds. This is especially useful if the client entered their e-mail address in the wrong format (e.g. gmail.cz) in the offline form or expressed the preference to be contacted at another address.

Working with e-mails

The text formatting menu appears when you click the A icon. There are options to set the text type (heading, subheading, normal), bold, italics, underline, numbered list, bullets, text alignment, hyperlink and clear formatting. You can delete the whole text using the recycle bin icon.

Attachments to the e-mail are inserted via the paper clip button. You can then select or search saved files, browse files on your computer, insert an image using CTRL+V, or drag and drop a file. Supported file formats: .png, .gif', .jpg, .jpeg, .jpe, .jif, .jfi', .jf', .bmp,. doc, .docx, .ppt, .pptx, .xls, .xlsx, .ppsx, .sldx.

Drafts are automatically saved in the thread and the agent can return to them.

After clicking the Send button, you have 5 seconds to cancel the action with the delayed send feature for each e-mail message.

The entire communication thread can be forwarded to another e-mail address using the arrow button. The app offers the possibility to select attachments to be included in a forwarded conversation from a thread.

It is also possible to insert notes to the thread for internal needs of agents. These notes are only visible to agents and administrators, and are not visible to the client.

New e-mails

Agent can create a new e-mail using the New icon at the top of the interface. In this case, it is necessary to fill in the subject, recipient and text of the message. Use the drop-down menu to toggle the sender’s address.

You can work with a new e-mail just like with received messages.

You can move the draft e-mail window freely in the interface and also minimize it. It is possible to have more draft messages at once. Drafts are displayed as additional items in the inbox list.

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