Managing Email Interactions

You can handle customers’ email messages and manage them together with other communication channels.

Table of Contents

• Watch our interactive demo:
• Opening Email Messages
• Marking an email as spam
• Replying to an email
• Using Email Snippets
• Using Email Templates
• Selecting Sender Account
• Handling Attachments
• Reformatting Answer with AI
• Transferring an Email
• Actions with an Email

Watch our interactive demo:

Opening Email Messages

When a new email arrives, open it from your sidebar via the ‘Upcoming’ section or from your activity list. Emails in that list are ordered by SLA deadline. Once opened, the message displays on the right of your screen.

You can also immediately see from which project and queue the email arrived.

You may close an email after reviewing it and before assigning it to a customer. In this case, the email is returned to the queue.

Marking an email as spam

You can mark an email as spam if it’s not yet assigned to a customer or a ticket.

Replying to an email

You can reply to an email only after it’s assigned to a customer and a ticket. To streamline this, enable automatic creation of customer records and tickets in your project. If the customer replies to an email already linked to a ticket, you can respond immediately.

Note: Read more about the automatic record and ticket creation here.

Enter recipient addresses separated by commas in the ‘To’ field. Use the CC/BCC button to add others. Invalid addresses trigger an error message and prevent the email from sending.

By default, ‘To’ is pre-populated with the original sender; for new emails created from tickets, it uses the selected contact’s address.

Forwarding retains the full email thread and attachments from the most recent message.

Note: You can resize the email editor both horizontally and vertically. You can also open the editor in full-screen mode.

Using Email Snippets

You can insert short, pre-written canned messages called Snippets prepared by your team to provide instant replies to customers. To do so, navigate to the button below the text input area.

You can navigate between the list of available Snippets within your project.

You can also search among Snippets by their title, and all matching results will be displayed immediately.

You can also navigate to the list of Snippets by typing // in the text input area. Then, you can select the desired Snippet, which will be immediately inserted into your message.

Note: Read more about how to set up email snippets here.

Using Email Templates

You can insert an entire template of the message into the email body. Navigate to Template above the text input area and select a template (if any are set up in your project)

Note that:

• If there is only a single email account set up, then you are not able to change it
• By default, the sender account is where the incoming email was sent to. For new outbound emails, the sender account is the account flagged as default.
• If you select a different template after already adding one that was already modified, you will be asked whether you want to override the existing email body with the new template
• If there are variables in your template, they will appear as variables to you, but will be populated properly for the recipient

Note: Read more about how to set up email templates here.

Selecting Sender Account

You can select the sender account for your email if multiple accounts are selected for your account and project.

Note that:

• If your email body already has content, then adding a template will override it
• If you select a different template after already adding one, the body of the email will be overridden
• If you select an email template and it includes a sender, it won’t overwrite the sender account

Handling Attachments

You can add attachments to your email. Navigate to the button below the text input area and select Attach file. You can add 1 or more files at the same time. You can also drag and drop files directly to the email editor.

After adding the files, they are displayed in the attachment module.

You can only add files up to the size of 25 MB. If the file is larger than that or it has an unsupported file type, then you will see an error message next to the file. The message cannot be sent until errors in such files are removed.

Attachments sent by agents or customers are displayed in the email thread and can be downloaded later.

Reformatting Answer with AI

If you would like to check your answer before sending for grammatical correctness or just rephrase it in a different style, you can use the AI formatting function embedded in VCC.

When you have an answer typed in, just click the AI button. You can also select a text longer than 10 characters to format a specific part of the email body.

Select the style you would like your text to be formatted in.

After the text is generated, you can paste it to replace your original text or regenerate it. Discard it if you don’t want to use the recommended text. Keep in mind that formatting is not preserved after pasting.

Transferring an Email

You can transfer an email to another queue if the email should be handled by others. After you select the Queue and transfer the email, it will be forwarded there and will appear for the agents in that Queue. You will be redirected to your Dashboard.

When transferring an email, consider the following:

• You can only transfer Emails that are not assigned to a Customer yet.
• You can transfer the email to any of the queues in the project.

Actions with an Email

Action	Description
	You can call the Contact if the Contact has a phone number and the Email is already attached to it.
	You can reply to an email
	You can forward an email
	You can mark an email as a spam
	You can send an email to the recipients
	You can dismiss an email draft
	You can edit the CC/BCC recipients of an email
	You can close an email before assigning it to a customer
	You can dopwnload an email in eml format