The Contact Center AI Platform (CCAI Platform) agent email adapter is dedicated for email support and can be integrated within the CCAI Platform portal, your CRM, custom third-party applications, and hybrid mobile applications.
Sign-in
To access the email adapter, the agent must sign in using their CCAI Platform credentials.
This will be the CCAI Platform username and password or their single sign-on.
Sign-in is mandatory to access agent adapters.
When successfully signed in, the agent can open the email adapter.
Adapter view
One of the panels includes three sections:
Assigned
Closed
Drafts
They can be expanded or collapsed as needed.
Expanding the assigned section shows the menus the agent is assigned to. An agent assigned to an email menu can see any email in that section. If an email is specifically assigned to an agent, that agent sees a number next to the folder indicating the number of assigned emails.
The assigned mailboxes are hidden when collapsing this tab.
Email list view
Clicking a mailbox folder displays all emails in that queue, which is the email list view.
The email list view displays consumer name, subject, session status, and last updated time for each email.
The email list view displays 25 emails at a time as the agent scrolls.
The Closed tab contains all closed email sessions for the agent from the last 60 days. It expands into the corresponding mailbox folders from the assigned mailbox tab.
The email list view displays consumer name, subject, session status, and last updated time for each email.
Drafts indicates the number of how many in-progress or unsent emails the agent has started. This does not include an unsent response to an email within an assigned menu.
Action pane
The contents on the other side of the screen are referred to as the action pane. The contents update depending on your selections in the left-hand menu.
The connection status is visible in the adapter next to the agent status indicator.
Taskbar actions
Use the checkbox on an individual email to perform a single action, check multiple emails. Or, use the taskbar checkbox to perform bulk actions.
Transfers of emails can be done in bulk.
The transfer drop-down menu shows all the possible transfer locations.
Use the icon directly next to the taskbar checkbox to sort by priority.
Click the email from the email list view to open the email thread view and reply.
Click compose in the upper right-hand corner of the page to start a new email. This action displays the new email view instead of the email list view.
Creating and responding to emails
The following sections outline the process of handling emails.
Email thread view
If a specific email or thread was selected from the email list view in the queue, the action pane updates to show the email thread.
The contents of the email and the previous emails exchanged in the email thread display in the action pane.
The emails in the thread display in a stacked view with the content of the latest email fully visible by default.
After the stack is expanded, it cannot be collapsed again.
Any email in the thread can be replied to by clicking the reply button beneath that specific email, which opens the email composer view.
The ticket ID for the CRM is displayed in the toolbar; click it to open the CRM ticket.
Click back (left facing caret) in the toolbar to return to the email list view.
New email view
This view appears after selecting compose.
The email title section includes the following:
Email subject
Queue name
Assignee drop-down menu
The email message section includes the following:
To field
CC field
BCC field
Email message text area
Email text format toolbar
Send
Discard
The email text format toolbar provides the ability to add the following:
Bold
Italics
Underline
Bullets
Numbering
Attach files
Hyperlink
Alignment
Indents