Email Overview

Agents can receive and send emails as a medium of communication, or channel, in your contact center. Configuring the email channel is a multi-step process that includes the following tasks:

  • Creating one or more email skills
  • Assigning the skill(s) to one or more agents and configuring their skill proficiency
  • Setting priority management for the skill(s), for this and other channels
  • Creating one or more points of contact
  • Creating one or more scripts in Studio that distributes emails from the point(s) of contact to the correct skills
  • Creating one or more dispositions, tags, or both to enhance reporting for inbound call traffic
  • Optionally, creating one or more quick replies that agents can use in emails

When you enable inbound emails for an agent, the agent can receive, view, transfer, and respond to emails. However, the agent cannot initiate an email conversation. When you enable outbound emails for an agent, the agent can initiate email conversations and reply to any responses to that email.

Related Themes

Related Tasks

Related References