Using the Digital Engagement Email Channel
    • 24 Apr 2024
    • 3 Minutes to read
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    Using the Digital Engagement Email Channel

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    Article summary

    Dialpad's email channel offers workflow automation and traditional formatting options such as rich text, attachments, CC, and BCC capability. To configure the email channel, contact Dialpad or your Call Center Admin. Emails can be received and replied to directly from the contact center. Quick replies can be used to respond to common inquiries faster. Email conversations can be ended and reopened if needed. There is a 4MB size limit for attachments. Multiple email channels can be set up for different company email addresses. Digital Engagement does not set conversation caps, but routing parameters can be customized by the Call Center Admin. Custom signatures and email templates are not currently supported but are planned for future updates. The email channel supports Google and Azure Cloud email services and can integrate with CRM systems through RestAPI calls. Handle time metrics are available based on agent routing and response times.

    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.

    Who can use this feature
    Dialpad’s email channel is available for Contact Center users with a Digital Engagement plan.

    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 Conversations

    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.

    Client_POV.png

    Quick Reply

    Save time and respond to common inquiries faster by using pre-written responses.

    To use a quick reply response, go to any email conversation.

    1. Select Quick Reply from your email toolbar 
    2. Select a response, or find a Quick Reply by
      1. Search for keywords 
      2. Select a tag to find responses by category 

    That’s it! The Quick Reply message will be added to the message field.

    Note:
    You can use Quick Replies when responding in an active conversation or sending an outbound email.

    End an email conversation

    Email conversations will display in your Active Conversations until cleared. 

    Once you’re done with your conversation, simply navigate to End Conversation icon X

    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).

    Frequently asked questions

    Is there a size limit for photos and attachments?

    Yes, when sending attachments (documents or photos) please note there is a 4MB size limit. 

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

    Absolutely! 

    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 Conversation

    reopen_email.png

    Which email services are supported?

    We currently support Google and Azure Cloud email services. 

    Can auto-replies be sent from an email channel workflow?

    Yes, you can create a workflow to send back auto-replies to emails based on conditional values.

    Auto replies may be based on any type of logic including API fetches for context about the sender's email address. You could also do auto reply based on the to address of the email.

    Is skill routing supported?

    Yes, you can route emails based attributes through workflow analysis:

    • Channel
    • Destination email address
    • Sender email address
    • Topic
    • Dynamic API results

    Routing options include:

    • Round robin
    • Last agent + Round robin

    Can we connect to CRM systems?

    Yes, the digital email channel has all of the functionality of any other Digital Engagement channel. The same workflow functionality with API calls, processing, and linking to CRM systems are available. Any CRM link can be made through standard RestAPI calls. 

    We do have pre-built CRM connections with Zendesk and Hubspot. 

    Is there an email address selector to send emails from a specific email address?

    No, the agent receives the email address on a specific account and the reply will follow that specific account.

    Can I insert images or URLs into my signature?

    Not at this time, but we are working on it. 

    Are there metrics on handle time?

    Yes, handle time is computed based on routing of items to agents and their time to first respond or close the email. Email sessions stay open for the agent until explicitly closes them, working as a task based flow. Separate timeouts can be configured based on the digital channel to allow the agents more time to hold sessions active.


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