Welcome to the E-mail section. The mluvii email client allows you to connect mailboxes and manage incoming and outgoing mail in a single mluvii environment. As an operator, you will be able to receive all requests in a unified queue, saving you time whether you are communicating with a client in chat or via email.

You can find the E-mail section in your operator interface under the envelope icon immediately below the Operator tab. The notification next to the icon shows the current number of incoming messages.

E-mail interface

The section is divided into three parts:

  • The right side of the screen shows open email messages (detail).

  • The top left shows the emails that are assigned an operator group (based on the routing).

  • Below that is a list of emails accepted by the operator.

The size of these two windows can be adjusted by moving the split bar. By default, email messages are sorted in the queue from oldest to newest. But it is possible to reverse their order in the tenant settings.

Emails contained at the top are typically assigned to multiple operators at once and are available to multiple operators until someone receives them.

E-mail handling

The Text Formatting menu appears when you click on the A icon. The choices are:

  • setting the text type (heading, subheading, normal),

  • bold, italic, underline,

  • numbered list, bullets,

  • text alignment, link attachment and delete formatting.

The entire text can be deleted using the basket icon.

To insert an attachment to an email, use the staples icon. You can then:

  • select or search the saved files in the mluvii environment,

  • browse files on your computer,

  • insert an image using the CTRL+V keyboard shortcut,

  • or simply drag and drop a file.

The list of supported file types can be limited. For more detailed information, see here.

If the received mail includes an unsupported file type in an attachment, the operator is informed so that they can request the attachment from the sender in another supported format.

The written messages are automatically stored in the thread and can be returned by the operator.

After clicking the Send button, the operator has 5 seconds to cancel the action for each email message thanks to the Suspend Send feature.

An incoming message received by the operator can be forwarded to another email address using the forward button. When forwarding an email, you can select which attachments from the email thread will be included in the forwarded conversation. It is also possible to add notes to the thread for internal operator use. These notes are visible only to the mluvii user and are not visible to the client.

If the operator needs to follow up on his last reply and send the client, for example, more detailed information, he goes to the All Emails section, where he searches for a specific e-mail thread and clicks on the "Contact Client" button in its details.

Incoming E-mails

By clicking on the preview of the associated message, you can preview the selected e-mail. You can accept a pending e-mail by hovering over a specific e-mail using the Accept button. Similarly, you can accept the message by clicking the Accept button in the top right corner of the preview.

The Ignore button in the upper right corner is used to clear spam or e-mails that no longer need to be responded to (e.g. Thank you.) An ignored e-mail will disappear from your e-mail queue and can only be returned by your company administrator.

As with web chat, you can ignore, forward, tag, or view basic information about e-mails you have received. You can also use the button in the top menu to change the sender of an e-mail. This option is useful if you manage multiple mailboxes in mluvii.

  • If the operator has accidentally received an e-mail or needs to return it to the incoming e-mail queue for some other reason, the Return button located in the upper right corner can be used. The message is then moved back to the common inbox queue. This function is switchable at the level of the e-mail box.

  • The application allows you to change the email address of the recipient to whom the operator is replying. This is particularly useful if the client has entered their email address in the wrong format in an offline form (e.g. "gmail.cz") or expressed a preference to be contacted at a different address.

  • In cases where you are filling in a recipient's email address, mluvii will whisper to you recipient addresses that have been used in the past - so they are stored in the contacts directory.

New e-mail

The operator can create a completely new email using the New button located at the top of the email queue. In this case, the subject, recipient, and message text must be filled in. Using the drop-down menu, it is possible to change the sender's address (in case you have multiple e-mail boxes connected).

You can work with a new e-mail in the same way as with received messages. You can scroll around the desktop and minimize the window with the opened email. It is possible to have multiple messages open at the same time. Unsubscribed messages appear as additional items in the list of received emails.

Manage multiple mailboxes

You can also manage multiple mailboxes at once (for example, info@mycompany.com and claims@mycompany.com) using the mluvii email client. You can also choose which mailbox you want to send the message from. To change the sender, click the button with the open envelope and the name of the mailbox.

The Redirect button in the email message detail offers the option to redirect the email to a specific operator or group (identical behavior to webchat redirection). This redirection will be useful, for example, when your mailbox receives a request for another department.

E-mail SLA

If you have SLA set at the mailbox level, emails in the unified queue will be colored. An email message that has less than an hour to expire will be colored yellow. If the value is exceeded, the color will change to red. Within the email message, you can also see how much time is left before the SLA expires, or how long ago the email expired.

The set SLA time for incoming emails starts immediately after the email is received in the mailbox in mluvii.

Email tagging

You can tag an email with one or more tags Email tagging is used, as with sessions, to tag individual messages, for example, by the topic or seasonal campaign. To make tagging even easier to understand, you can use color labels to differentiate them. You can read more about tag management in the Application.

Tag previews are located under the subject of the email. If there is a larger number of tags, it is also possible to search for them in full text.

At the top right of the message is the date and time the email was received and an Info icon to display additional details about a particular message (such as sender, recipient, date, and subject).

If you do not see a preview of incoming emails, this action may have been disabled by an administrator, who is also the only one with permission to enable it.

Added tags are always associated with the entire thread of email messages.

E-mail parameters

Parameters in emails are especially useful in case of integrations to your systems.

You can now also display email parameters in the table All emails (Threads tab). As an admin, you have a perfect overview of the parameters assigned to each email thread and can export their values to a .csv file that can be further processed outside the mluvii application.

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