This article looks at the steps to setup Email at a high-level. To get into the details of each module, please click the link to dive deeper into that module.
- Edit a Campaign. Otherwise setup a new Campaign (link to article) and Save
- Agent Desktop Tab: Add Email to right column within Application Parameters
- Email Tab: Specify whether the Agents handling the Email are allowed to cherry-pick (pick an email from a list to handle) or not. Cherry-picking might be applied when you want your agents quickly filter out emails that they can process fast).
- Create a new Skill (link to article) for email and Save
- Select Skill to open "Skill - Users Management" window and assign Skill to Agent by clicking + button
- Setup an Email Queue (link to article) and Save (NOTE need outgoing email account details)
- Routepoint Tab: Select E-mail
- Email Tab: Enter the outbound email account details (i.e. replying back to an email)
- Create Routing Plan (link to article) to deliver incoming emails in a Queue
- Create new Email Client within Servers (link to article) for incoming email (NOTE need account details) and link to the corresponding Email Routing Plan
- New configuration is complete. To test, login as an Agent to view Email Channel and access to Email Tab at top of Agent Desktop