Agent email adapter

The agent email adapter lets you manage your email communications with end-users. It can be integrated with Contact Center AI Platform (CCAI Platform), your CRM, custom third-party applications, and hybrid mobile applications. Your administrator needs to configure the email channel for you to use the email adapter.

Start a new email session

You can start a new email session to an end-user in the email adapter.

To start a new email session, follow these steps:

  1. In the CCAI Platform portal, click Email. The email adapter appears.

  2. Click Compose. The New email pane appears.

  3. To specify the email recipients, do the following:

    1. In the To field, enter an email address, and then press Enter. Your email address resolves in the field.

    2. Optional: Repeat this step to add more email addresses.

    3. Optional: Click Cc, Bcc, or both, to add these fields to the email.

  4. In the Subject field, enter the email subject.

  5. Click the Queue field. One or more queues appear.

  6. Click the queue that you want to assign this email to.

  7. Under Queue, in the editing field, write your email. Use the formatting bar to format your email.

  8. Optional: Click The attach file icon. Attach file and navigate to a file that you want to attach to the email. You can attach up to 10 files. The combined size of all attached files can't exceed 25 MB. For information about the file types that you can attach, see Allowed file types.

  9. Optional: Click Insert image and navigate to an image that you want to insert into the message. You can insert up to 10 images. The combined size of all inserted images can't exceed 25 MB. Click an image and drag a corner to resize it. For information about the image file types that you can insert, see Allowed file types.

  10. Optional: To assign this email session to a user, do the following:

    1. Click the Assign to field. A list appears that contains the users from the queue that you assigned this email session to.

    2. Click the user that you want to assign this email session to.

  11. Click Send.

Reply in an email session

You can reply in an email session using the email adapter.

To reply in an email session, follow these steps:

  1. In the CCAI Platform portal, click Email. The email adapter appears.

  2. Do one of the following:

    • To select an email session that you are assigned to, do the following:

      1. Click Folder containing emails assigned to you. Assigned. The emails that are assigned to you appear, listed by email subject. Hold the pointer over an email to see additional information.

      2. Click the email that you want to respond to. The email session appears.

      3. Optional: Click the email subject. The queue, session ID, and assignee appear.

    • To select an email session from a queue, do the following:

      1. Click Expand next to Folder containing emails assigned to you. Assigned. The queues that you are assigned to appear.

      2. Click the queue that you want. The email sessions that are assigned to the queue appear, listed by email subject. Hold the pointer over an email to see additional information.

      3. Click the email session that you want to respond to. The email session appears.

      4. Optional: Click the email subject. The queue, session ID, and assignee appear.

  3. Click Reply or Reply all to respond to the latest message in the email. Click a different message in the session to respond to that message.

  4. In the editing field that appears, write your email response. Use the formatting bar to format your email.

  5. Optional: Click The attach file icon. Attach file and navigate to a file that you want to attach to the email. You can attach up to 10 files. The combined size of all attached files can't exceed 25 MB. For information about the file types that you can attach, see Allowed file types.

  6. Optional: Click Insert image and navigate to an image that you want to insert into the message. You can insert up to 10 images. The combined size of all inserted images can't exceed 25 MB. Click an image and drag a corner to resize it. For information about the image file types that you can insert, see Allowed file types.

  7. Click Send. If your administrator configured the email channel to append the session ID to email subject lines, the session ID is appended to the subject line.

Finish a draft email

You can finish an email that you left in a draft state using the email adapter.

To finish a draft email, follow these steps:

  1. In the CCAI Platform portal, click Email. The email adapter appears.

  2. Click The draft email folder. Drafts. Your draft emails appear, listed by subject.

  3. Click the draft email that you want to finish. The draft email appears.

  4. Finish your email and send it.

Assign email sessions to another agent

You can assign one or more email sessions to another agent using the email adapter.

To assign email sessions to another agent, follow these steps:

  1. In the CCAI Platform portal, click Email. The email adapter appears.

  2. Do one of the following:

    • To assign email sessions that you are assigned to, click Folder containing emails assigned to you. Assigned. The emails that are assigned to you appear, listed by email subject.

    • To assign email sessions from a queue, do the following:

      1. Click Expand next to Folder containing emails assigned to you. Assigned. The queues that you are assigned to appear.

      2. Click the queue that you want. The email sessions that are assigned to the queue appear, listed by email subject.

  3. Select one or more email sessions to assign.

  4. Click the Assign to field. A list of agents appears.

  5. Select the agent that you want to assign the email sessions to.

Close an email session

You can close an email session that requires no further action. The closed status appears in reporting.

To close an email session, follow these steps:

  1. In the CCAI Platform portal, click Email. The email adapter appears.

  2. Do one of the following:

    • To close an email sessions that you are assigned to, click Folder containing emails assigned to you. Assigned. The emails that are assigned to you appear, listed by email subject.

    • To close an email session from a queue, do the following:

      1. Click Expand next to Folder containing emails assigned to you. Assigned. The queues that you are assigned to appear.

      2. Click the queue that you want. The email sessions that are assigned to the queue appear, listed by email subject.

  3. Select an email session to close.

  4. Click Active. The Paused and Resolved buttons appear.

  5. Click Resolved. The email sessions enters the resolved state.

  6. Click Resolved. The Closed button appears.

  7. Click Closed. The email session enters the closed state. The email session appears in the The closed email folder. Closed folder, and remains there for 60 days.

Allowed file types

The following table shows the file types that you can attach to an outbound email.

Image Video Audio Document
JPEG, JPG, PNG, GIF, TIFF, RAW, WebP MP4, MOV, AVI, WMV, WebM MP3, WAV PDF, DOC, XLS, PPT, CSV, TXT