Dialpad’s end-to-end email channel connects to your email provider and allows for workflow automation, skills-based routing, as well as traditional formatting options such as rich text, attachments, CC and BCC capability…and more! Agents will receive emails in their Digital Contact Center inbox and can respond without leaving the Dialpad app.
Let’s dive into the details.
Who can use this
Email channel creation and deployment are available to Dialpad Connect, Dialpad Support, and Dialpad Sell users with a Digital Engagement License.
Before you begin
Any digital channel you create in the Dialpad Admin Portal will automatically perform the routing to the defined Digital Contact Center once the channel is configured. You can modify the experience of how routing happens and how the conversation is handled before and after routing using the Advanced tab for Email channels.
Here are some basic setup examples:
You can define spam filters and auto replies using the “When conversation starts” event in the Advanced tab.
You can configure custom routing logic using the "Before agent connection" event in the Advanced tab.
If you want to perform multiple checks, you can find a Digital Workflow Template named “Combined email logic” which accounts for automated email detection, spam filtering, automatic replies, and skills-based routing into a single workflow.
Create an Email channel
Create an Email channel to start receiving interactions from your email inbox.
To create an email channel, go to your Dialpad Admin Settings.
Select Channels and Workflows > Digital Channels
Select Add Digital Channel
Select Email as your channel type
Enter the email address to authorize the email channel and select Connect
Follow the prompts to authorize
Name your channel
Enter the Primary email to receive interactions
Select the Launch Experience
Note
If you choose the Default Experience, a new Launch Experience is created automatically and named after the channel name once it’s saved. Use the Advanced tab to customize automation for key conversation moments set to the defined Launch Experience.
Note
You should only use the Email launch experiences for Email channels.
Select the Digital Contact Center where the channel will be used
(Optional) Add any aliases to use for the primary email
Select Save changes
Add a signature for the Email channel
Use the Signature tab to include a standard signature that is included at the end of every email sent from this Email digital channel.
Note
The signature editor does not support raw HTML input or table-based layouts (e.g., displaying a logo next to text side by side)
The text can be formatted using the text editor and can include various details, including:
Block quotes
Code blocks
Media images
Note
Images need to be in a public directory, copied into the editor, in PNG format, and high-resolution.
Hyperlinks
Variables
Note
Admins can set up signature templates using agent variables like Agent Name and Agent Email, which will get auto-filled from the agent’s profile when the email is sent.
To add an email signature, go to your Dialpad Admin Settings.
Select Channels & Workflows > Digital Channels
Select the desired email channel
Select the Signature tab
Select the Include signature option
Enter an email signature and format as needed
Select Save changes
Link a Workflow to an Email channel
The Advanced tab is available when the channel uses the default Launch Experience or an existing Digital Essential. Use Advanced to link published Digital or Shared Workflows to Email events.
Email Events
Email events are instances within an email session that can trigger a workflow. Email events include:
When conversation starts: Trigger a workflow when a conversation begins
Before agent connection: Run a workflow before the conversation is queued for a human agent.
Note
It is best practice to add workflows that handle custom routing for this specific event.
Queue timeout or no agent available: Set fallback actions when a customer has been waiting in the queue, and no human agent responds before the timeout.
After the agent session has closed: Set what happens after the session with the human agent ends.
Note
Workflows are created in Channels & Workflows > Workflows.
To link an email channel to a workflow, go to your Dialpad Admin Settings.
Select Channels & Workflows > Digital Channels
Select the desired email channel
Select the Advanced tab
Select the Event that triggers the workflow
Select the Workflow that is triggered by the email event
(Optional) Add additional events, if needed
Select Save changes
Using an email channel
To learn more about using an email channel in your contact center, check out this Help Center article.