Talkdesk Digital Engagement: Configuring the Email Channel

 

Accessing Email Settings

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To access the menu to configure your Email channel, navigate to the Admin menu and then select the Channels app [1]. Click on the Email [2] option within the Channels list tab. 

This will allow you to access the specific settings for this channel that are enabled for your specific account. 

 

Using the Touchpoints Tab

Touchpoints are the points of contact used by the customer to interact with your account. For the Email channel, touchpoints represent the email accounts used to exchange messages with your customers.

 

Editing Touchpoints

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By clicking on the Action button (3 dots) at the right of each touchpoint’s row, you will open a menu with 4 options:

  • Edit: Edits the details of the selected touchpoint.
  • Duplicate: Makes a copy of this touchpoint.
  • Delete: Removes this touchpoint from your account.
  • Deactivate: Deactivates this touchpoint. 

Click on Edit to change the details of the touchpoint.

 

Adding a New Touchpoint

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By clicking on the New touchpoint button [1], you will begin creating a new touchpoint. Filling in both fields (“Email address” and “Friendly name”) is mandatory. After filling these fields, press Create [2].

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Connecting and Authentication

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The “Connection Status” [1] option represents the authentication process with the email provider. This process allows the Talkdesk system to access the email account in order to send and receive email messages.

Click the Connect button [2] to begin the process.

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The authentication window shown above will appear. Fill in the password for the email account identified. In order to grant the authentication, you should follow the next steps that the provider requests.

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After being successfully connected, the touchpoint needs to be activated so that agents can use it. Under “Additional Information”, use the “Status” toggle [3] to activate this touchpoint. Just below is the “Direction type” where you can define to what interactions this touchpoint is destined:

  • Outbound.
  • Inbound.
  • Both.

 

Reconnecting and Reauthenticating

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If the touchpoint loses connection with the Email provider, the Reconnect button will appear, allowing Admins to perform this action. A disclaimer will be visible during this process.

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After the touchpoint gets successfully connected with the Email provider, the Reauthenticate button will show up. Clicking it will allow the Admins to reauthenticate the touchpoint, without any service interruption.

Below the button, will be a label, displaying the date on which the touchpoint got successfully connected.

Note: The label will only appear on Microsoft email accounts.

 

Notifications

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Admins will be sent notifications to check the touchpoint’s status every fourteen days (valid for Microsoft accounts). By clicking on the notification, Admins will be redirected to the Touchpoint details page. Here, the touchpoint can be reauthenticated, thus avoiding the connection to stop.

After the touchpoint loses the connection with the Email provider, a "Connection Lost" notification will show up.

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When a touchpoint loses connection with the provider, all users with the Admin role will receive an Email notification informing them that they need to reconnect the touchpoint. 

 

Defining Auto Replies

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To set your auto-replies, you must first enable them, as they are not automatically configured. In order to edit the configurations for your auto-replies, access the Auto-reply tab [1], and click the Edit button [2] in the “Auto-reply configuration” section.

By clicking Edit you will be able to customize your auto-reply message. You can define one auto-reply per touchpoint.

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On the “Auto-reply configuration” screen, turn your touchpoint to “Active” [3] in the “Status” toggle and use the message editor to type your message. The editor features 2 action buttons, one to edit the text and the other to add links to your message.

 

Note: Auto-reply messages will only be sent for activated auto-replies. You can define the auto-reply message and activate it at a later point.

 

Basic Routing

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For each Touchpoint, define the Ring Groups that will be used for the basic routing feature. This can be defined in the “Linked queues” [1] option of the “Touchpoint” tab.

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When, at least, one of the Ring Groups defined for the Touchpoint matches with the Ring Groups defined for the Agent (Admin > Agents > Ring Groups), then, on the Queue tab [2], the agent will see all the messages that were sent to those queues.

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Notes:

  • We use the oAuth2 protocol to access the Email providers.
  • We support Email providers using IMAP/SMTP protocols (e.g. Gmail, Outlook, Yahoo, AOL, etc.).
  • If those providers are not available on the cloud, specific access to customer’s Email servers should be granted (e.g. when using VPN)
  • Talkdesk's Email channel does not have any sending limits. Depending on the Email providers, sending limits may be applied. Please refer to your provider's documentation.

  • We only support individual mailboxes for Microsoft accounts. Alias accounts, shared mailboxes, distribution groups, and Microsoft 365 group lists are not supported.
  • Even if the touchpoint is connected, it’s only possible to use it after being activated.
  • The ring groups can only be created in Talkdesk main, on the "Agent edit" screen.
  • Changes to ring groups (add or remove) will only affect new incoming messages. Older messages will not be affected.
  • Spam blocking: Admins can block spam email address(es) at the original email provider, by adding them to that email provider’s blacklist.

          • To do this, access the spam email you received and click the “More Actions” [1] button. Block the contact, as shown in the image below. This will result in all correspondence from these addresses being received by this touchpoint.

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Additional Resources

 

 

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