Using the Digital Engagement Email Channel

Despite the many available communication channels, email engagement continues to be a proven success throughout many verticals. 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!

Let’s take a look at how to use the Digital Engagement Email Channel. 

Configure Email Channel

To configure your email channel, reach out to our Sales team, or your Customer Success Manager to ensure have the best plan for your business needs. 

Receive an Email

To receive an email via our email channel in your Omnichannel Contact Center, first, make sure your status is set to Available.

  1. Select the name of your Contact Center
  2. Navigate to the ‘Your Conversations’ tab
  3. Select the email from your list of Active ConversationsDE_Your_conversations.png

Reply to an Email

Reply to emails right from your Contact Center.

  1. Head to the ‘Your Conversations’ tab and select an active conversation. 
  2. Select ‘Reply’’
  3. Type your response
  4. Select ‘Send’

From the client’s perspective, your response will appear just like a “normal” email, even though it was written in Digital Engagement.


End an Email Conversation

Email conversations will display in your Active Conversations until cleared. 

Once you’re done with your conversation, simply click the purple X Close_email_channel.png

This will remove the email chain from your Active Conversations panel until the client replies to your message (when they reply, you will receive a new conversation notification).



Is there a size limit for photos and attachments?

Yes, however, the limit is configured by your email provider and is not limited by Dialpad. Check your email settings (Gmail or Outlook for example) to verify your parameters. 

My company has several email addresses, can I set up more than one email channel?


Is there a limit to how many active email conversations I can have at once?

Digital Engagement does not set any conversation caps, however, your Call Center Admin can customize the routing parameters.

Can I add a custom signature?

Not just yet, but we are working on it. 

Can I use email templates and macros?

Not at this time, but it is on our roadmap so stay tuned! 

What if my company doesn't use G-Suite or O365?

Our Digital Engagement Email Channel officially supports only G-Suite and O365. That said, we are actively testing and expanding this channel to extend to other email solutions. 

Can I reopen an email conversation?

Yes! Select the conversation from your conversation history and select Reopen Conversationreopen_email.png



Was this article helpful?