Email Channel Configuration

With this guide you will learn how to configure the Email channel in your campaigns. The configuration is simple and will allow you to manage emails quickly and efficiently. Let's get started!

Prerequisites

Before configuring the Email channel, make sure you have:

• Campaign created: you must have at least one campaign created where you can configure the channel. If you don't have one yet, you can create it through the following campaign creation guide.
• Email Connector: you need an Email connector previously configured. Check the connectors guide if you haven't created one yet.

General

In this section you will configure parameters related to the channel's operation.

Available settings

• Status: allows you to enable or disable the channel. If disabled, interactions cannot be managed through the channel.
• Connector: select the email connector that will be used to receive and send messages. If you haven't created one yet, you can do it from here by pressing the + icon. If you have questions about how to create and configure the connector, you can use the following connectors guide.
• Strategy: defines how incoming interactions will be distributed among available users. See strategies. Make sure to select the strategy that best suits your business model.
• Service level: establishes the maximum desired time in seconds for an interaction to be attended. The campaign dashboard will show the compliance percentage. If the time is exceeded, the interaction will still be attended, but it will only affect the Service Level metric.
• Signature: allows you to select a signature template that will be automatically added at the end of emails sent by users. Ideal for including contact information, disclaimers, or corporate branding.
• Confirmation message: automatic message that will be sent to the customer once the interaction arrives at the channel queue, confirming that their email was received. This message will only be sent when receiving the interaction, if the customer then sends more emails within the same interaction, this message will not be sent again.
• Max. interactions per user: establishes the maximum number of simultaneous interactions that each user can manage in the channel. If set to 0, there will be no maximum interactions.
• Max. interactions in queue: maximum number of email interactions that can remain in the queue waiting to be attended. Once the limit is reached, new interactions from this channel will not enter until space is freed in the queue. If set to 0, there will be no maximum interactions.
• Maximum transfer time: maximum time in seconds that the user who received a transfer has to attend the interaction. After this time, the interaction will return to the original user who transferred it. If set to 0, transfers will have no time limit.
• Maximum time in queue: maximum time in seconds that an interaction can remain in the queue waiting to be attended. After this time, a Bot configured in the Automations section can be executed.
• Inbound blacklist: if enabled, emails from addresses included in the Blacklist will not enter the queue and will be automatically rejected.
• Outbound blacklist: if enabled, users will not be able to send emails to addresses that are in the Blacklist.

Automations

In this section you can configure different types of Bots to automate responses and processes in the email channel.

Available settings

• Bot on start: select a previously created Bot that will interact with the customer automatically when their email enters the queue. For example, you can configure a Bot that sends an initial response requesting additional information or confirming receipt.
• Bot on finish: select a Bot that will be executed automatically when the user finishes the interaction. It's ideal for sending satisfaction surveys, requesting feedback, or providing additional information.
• Bot after timeout: select a Bot that will be activated automatically if the interaction exceeds the maximum time in queue without being attended. It can send a message apologizing for the delay and estimating a response time.

Frequently Asked Questions

What type of email accounts can I link to uContact?

You can link any Gmail, Outlook, or custom email account using SMTP/IMAP.

Are incoming emails automatically marked as read?

Yes, when an email enters the uContact queue, it's marked as read on the email server.

What happens if a user doesn't respond to an assigned email?

The email will remain assigned to the user. If you need to reassign it, you can manually transfer it to another user or configure a maximum time in queue that executes a Bot.

Are attachments received automatically?

Yes, all attachments from the incoming email are received and are available to the user in the Inbox. The user can also attach files in their responses.