Email

You can send and receive email messages. There are options to send both personalized mass emails and disposition-triggered emails.

Note: This article describes only the basic settings of the Email feature. For more in-depth guides, check out our Email tutorials.

Table of Contents

• To View an Email Log
• To Modify Generic Email Settings
• To Set up an Inbound Email Account
• To Create an Email Template
• To Test an Email Template
• To Modify Disposition-Triggered Email Settings
• To Set up an SMTP Email Account
• To Set up a Mass Email Function Account
• To Modify Mass Email Settings
• To Activate or Inactivate an Email Template
• To Delete an Email Template
• To Allow or Prevent Agents Adding New Contacts
• To Upload Email Attachments
• Automatic Language Detection for Emails
• To Enable Email Language Detection
• Queues
• To Set up an Email Queue

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 Set up an Inbound Email Account

1. From the VCC Live menu, select Contact Center > Global Settings.
2. Select the Email accounts tab.
3. Press New account. Enter a name for the account.
4. From the Protocol drop-down list, select Email forwarding
5. In the Project drop-down list, you can choose which project your inbound emails should be routed to.

To Create an Email Template

1. Select a project from the project list, then select Channels > E-mail.
2. Press 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 Attachments 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 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 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 an SMTP Email Account

Instead of using VCC Live’s mailing server, you can choose another SMTP server to handle your email-sending duties. In this example, we will show how to sync your account with your email client.

1. From the VCC Live menu, select Contact Center > Global Settings.
2. Select the Email accounts tab.
3. Click on the “…” icon, and then select the New account option.
4. From the Protocol drop-down list, select Use SMTP server
5. Enter the details in the following fields:
   • Authentication method: LOGIN
   • Security protocol: STARTTLS
   • Mail server: Your mail server address, for example: smtp.office365.com or smtp.gmail.com
   • Default port: 465 or 587 (which one is authorized)
   • Username: Your email address
   • Password: your email password or, in Google’s case, the 16 characters password generated for VCC Live by Google’s App passwords
   • Email address: Your email address
   • Display name: the name that appears to your customers when they receive an email from your agents
   • Default: By marking this checkbox you set this account as your default sender account.
6. Press Save

Note: Similarly to other types of email accounts, you can create multiple SMTP accounts for sending email messages.

Note: You can also set up OAuth 2.0 authentication for emails, read about it here.

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 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.
   
   
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

For in-depth instructions about this feature, see our Mass Emails tutorial.

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

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 Enable agents to create new records checkbox.
3. Press Save.

To Upload Email Attachments

When creating an email template, you can also define which attachments you want to add to your messages. Once you upload your files to your Attachments tab, you can access and apply them for setting up email templates.

For in-depth instructions about this feature as well as to learn how to set up dynamic email attachments, see our Email Attachments tutorial.

1. Select a project, then select Channels > E-mail.
2. Select an email template.
3. Select the Attachments tab.
4. Press Upload attachment, navigate to the file you want to use, press Open, then press Finish.
5. Tick the ballot box with a checkmark in the Active column. The selected attachment(s) will be automatically added to the email template currently active.

Tip: Besides attaching you can also embed images in your email templates.
To do so, follow the instructions above until Step 4, then click on the icon found in the Copy URL column. The image URL is then copied to your clipboard that you can insert in your email template with the Insert > Image… options.

When uploading your files, there are a few system limitations to keep in mind:

• It is not possible to upload files of the following formats: com, bat, exe, dll, vbs, scr, pif, lnk, sh, js, msi
• Your chosen file’s name should be different than already existing filenames in the Attachment section.
• The maximum file size limit for uploads is 5MB.

Automatic Language Detection for Emails

The Automatic Language Detection function can automatically detect the language of incoming email messages.

To Enable Email Language Detection

1. Select a project from the project list, then select Channels > E-mail.
2. Mark or unmark the Email language detection checkbox.

The Language column will display the detected language of the emails on the following interfaces:

• Agent Workspace’ Email interface
• Admin Workspace’ Email Log — You can also filter emails by language.

Note: If the detection fails, the Language field will be blank.

Queues

You can assign agents to queues, and also customize the way in which the system distributes emails to agents, including which agent should be prioritized.

To Set up an Email Queue

1. Select a project, then navigate to Email > Queues tab.
2. Press Create New
3. Enter a name, then select a language
4. Set up the SLA time and add Timestrips to your queue.
5. Press Save

Once you have created your Email queue, you need to assign agents to this queue. This can be done by following the below steps:

1. Select a project from the project list, select Agents, then select the Queues & Skills tab.
2. Select a level in the Email queue column. The name of the column is the name of the Email queue.
3. Press Save.