- Accessing Email Settings
- Using the Touchpoints Tab
- Editing Touchpoints
- Adding a New Touchpoint
- Connecting and Authentication
- Reconnecting and Reauthenticating
- Notifications
- Defining Auto Replies
- Defining Email Signatures
- Basic Routing
- Conversations Preview Settings
- Additional Resources
Accessing Email Settings
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
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
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].
Connecting and Authentication
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.
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.
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
If the touchpoint loses connection with the Email provider, an “Email provider connection lost” notification will be received:
To restore the email service, the touchpoint needs to be reconnected.
Failure to complete this action will result in the inability to send or receive emails (reconnecting will restore all pending emails without any loss).
To reconnect, please follow these steps:
- Navigate to the Admin interface and select Channels.
- Choose Email and locate the email address for reconnection.
- Click the More Actions button (three dots) > Edit >Reconnect.
After the touchpoint gets successfully connected with the Email provider, the Reauthenticate button will show up. Selecting this option allows you to reauthenticate the touchpoint, without any service interruption.
Note: For Microsoft email accounts, a label will be displayed - below the Reconnect button - containing the date when the touchpoint was successfully connected.
Notifications
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.
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
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.
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 three action buttons, one to edit the text, one to add links to your message, and the last one to insert the local resource or online resource to the auto-reply.
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.
Defining Email Signatures
Digital Engagement’s Email channel allows admins to configure and edit email signatures.
Editing the Signature
By clicking the Edit button, you will access the menu where you can customize your signature template.
Note: You can define one signature per each configured touchpoint.
Activating the Signature
It is possible to define the signature template and then only activate it later. The changes will only be considered if the signature is activated.
Once activated, the signature will be available when an agent starts a new outbound message or replies to an inbound message.
The signature template can be defined by using the rich text menu available in the editor, which includes inline images and variables.
Uploading Inline Images
Using URL
Administrators can add public Web Address (URL) resources on the text editor. Then they will be able to “Preview” the image. After confirming the image, they can insert it in the signature.
Using a Local File
Admins can drag and drop the local image and insert the inline image. At this time, these are the only file type allowed for upload:
- JPG
- GIF
- JPEG
- PNP
- BMP
Note: All uploaded files must be under 50 KB.
Using Variables
Admins can drag and drop the variables from the panel at right, or use the “Variable” button (see pictured below) to insert them.
Adding Click-to-Call Links
Admins can insert click-to-call links by applying hyperlinks with the "tel:" label to phone numbers, enabling email recipients to initiate a call directly from the signature with a single click.
Click-to-call links are supported in editors that allow hyperlinks, including Auto-reply, templates, and email message editors.
Basic Routing
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.
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.
Notes:
- We use the oAuth2 protocol to access the Email providers (EWS Microsoft, EAS Microsoft, Gmail).
- We support Email providers using IMAP protocol (e.g. Yahoo, AOL, iCloud).
- We also support custom email providers using IMAP/SMTP protocols.
- If IP filtering is enabled (VPN/Firewall) the following IPs should be allowed. Learn more on Talkdesk IPs Allowlist.
|
Region |
IPs |
|---|---|
|
US |
|
|
EU |
Please contact Talkdesk Support Team to access the full list of IPs for the European Region. |
- 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. Alias accounts, shared mailboxes, distribution groups, and 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 blocklist.
- 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.
Conversation Preview Settings
To edit the Preview Settings, click Edit to be able to configure the preview permissions. You can edit based on both touchpoints and roles.
Please note that activation of the feature will only occur when a touchpoint has preview permissions enabled. Then, all the conversations of this touchpoint will be able to be previewed.
When a touchpoint has preview permission enabled, admins can select which roles will be able to preview all the conversations of this touchpoint.
Additional Resources