Email

In this guide, you will learn how to configure the Email channel in your campaigns. It is super easy and requires very basic configuration. Let’s get started!

General

In this section, you will configure parameters related to the functioning of the channel.

• Enable: Allows you to enable or disable the channel to prevent interactions from being received.
• Connector: Here you must select a connector that will be used to receive and send messages. If you haven’t created one yet, you can create it from here by pressing the + icon.
• Strategy: Sets the way interactions will be distributed among available users. See strategies
• Service Level: Allows you to set a desired maximum time in seconds for incoming interactions to be attended by a user. Then, on the campaign dashboard, you will be able to see the percentage of interactions that met this time. If the time limit is exceeded, it does not mean the interaction won’t be attended by a user; it just won’t affect the Service Level compliance percentage.
• Signature: These are templates that can be created for users to place below the emails as their signature.
• Confirmation Message:
• Bot on Start: A bot can be selected to connect with the client once the interaction enters the campaign.
• Bot on End: A bot can be selected to connect with the client once the user finishes the interaction.
• Max Interactions per Agent: Sets the maximum number of interactions this channel can have per agent.
• Max Interactions in Queue: Sets the maximum number of interactions this channel can have in the queue pending to be attended.
• Max Transfer Time: Sets the maximum time in seconds that the user to whom the interaction was transferred has to attend to it. After this time, the interaction will return to the original user who transferred it. If set to 0, there will be no maximum time for transfers.
• Max Time: The maximum time in seconds that an interaction can remain in the queue.
• Bot After Wait Time: If enabled, it allows you to assign a bot that will perform an action after the configured maximum wait time.
• Incoming Blacklist: If enabled, if an interaction arrives from a customer on the blacklist, the interaction will not enter the queue and will not be able to connect with an agent.
• Outgoing Blacklist: If enabled, if a user tries to initiate an interaction with a customer on the blacklist, the interaction cannot be started.