Email

Reading Time: 5 minutes

You can send and receive email (electronic mail) messages. There are options to send both personalized mass emails and disposition triggered emails.

Table of Contents

To View an Email Log

  • Read about viewing email logs in the Email Log section.

To Modify Generic Email Settings

  1. Select a project from the project list, then select Channels > E-mail.
  2. Confirm the desired settings.
  3. Press Save.

To Create an Email Template

  1. Select a project from the project list, then select Channels > E-mail.
  2. Press Add new email template.
  3. Enter the name of the template in the Template name text field.
  4. Enter a subject.
  5. Enter an email address or select a database field in the Recipient drop-down list to set the recipient.
  6. Enter one or more email addresses in the CC and BCC text fields if required.
  7. Enter or select an email address from the Sender drop-down list. This address is displayed as the sender to the recipient.
  8. If it is not marked, mark the Active checkbox.
  9. Select the Message tab, then enter and format the desired message, or enrich it with image and video.
  10. Select the Attachment tab to insert an attachment.
  11. Press Save.

To Test an Email Template

  1. Select a project from the project list, then select Channels > E-mail.
  2. Press Expand icon to see your email templates list, then select a template.
  3. On the General tab, enter an email address in the text box beside the Save and send test email button, then press the button.

To Modify Disposition-Triggered Email Settings

  1. Select a project from the project list, then select Channels > E-mail.
  2. Press Expand icon to see your email templates list, then select a template.
  3. Select the Disposition-triggered email sending tab, then set the desired settings. The system adds the selected dispositions to each record based on response.
  4. In the Dispositions pane, mark the checkbox beside one or more dispositions. When agents use these dispositions, the email is sent automatically.
  5. Press Save.

To Set up a Mass Email Function Account

  1. From the VCC Live® menu, select Contact Center > Global settings.
  2. Select the Email Accounts tab.
  3. Press New Account.
  4. Enter a name for the setting.
  5. Select Mass email sending from the Protocol drop-down list.
  6. Enter your email address and domain, then press Save.
  7. The Domain settings pane appears, displaying 3 DNS records (2 TXT record type, 1 CNAME record type). The following field values must be set on your domain: name, record_type, and value.

    DNS Record illustration
  8. Once you have finished, please let your contact person at VCC Live® know. Your credentials must be validated at our end.

To Modify Mass Email Settings

  1. Select a project from the project list, then select Channels > E-mail.
  2. Press Expand icon to see your email templates list, then select a template.
  3. Select the Mass email sending tab.
  4. Set the desired settings. The system adds the selected dispositions to each record based on response.
  5. Press Save.

To Activate or Inactivate an Email Template

  1. Select a project from the project list, then select Channels > E-mail.
  2. Press Expand icon to see your email templates list, then select a template.
  3. Mark or unmark the Active checkbox.
  4. Press Save.

To Delete an Email Template

  1. Select a project from the project list, then select Channels > E-mail.
  2. Press Expand icon to see your email templates list.
  3. Hover your mouse over the template you want to delete, then press Delete icon.

To Allow or Prevent Agents Adding New Contacts

  1. Select a project from the project list, then select Channels > E-mail.
  2. Mark on unmark the Create new customer checkbox.
  3. Press Save.

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