Email is a communication channel through which customers can send inquiries, feedback, or requests via email to the customer service team for resolution or assistance. It allows for asynchronous communication, maintaining a record of interactions, and efficiently handling customer inquiries.

The email channel offers the following functionalities:

• Threaded email structure
• Collapsible email tiles
• Distribution to multiple recipients
• Standard Responses
• Attachments
• Drafts. Learn more.

Email Delivery/Distribution

Contact centers need to enable forwarding to the email address configured in the SmartAssist system. This ensures that any email received by the contact center from its end customer is automatically forwarded to the SmartAssist domain. The SmartAssist domain is linked to the experience flow, allowing seamless integration and management of customer inquiries.

With the capabilities of the experience flow, we can efficiently route the incoming email to appropriate agents, analyze customer intents, execute automations, and more. This streamlined process ensures that each customer query is addressed promptly and accurately.

Any reply email managed by either the agent or the bot is directly sent to the end customer. To maintain transparency and accountability, the customer contact center domain is included in the BCC (Blind Carbon Copy) field and the Reply-to field. This configuration ensures that communication remains open and accessible to all relevant parties. 

Whenever the customer responds to the email thread, it is directed back to the customer contact center domain. From there, it is seamlessly forwarded to the SmartAssist domain, ensuring a continuous and efficient communication loop.

Email Configuration

When you add the email channel on SmartAssist, the XO Platform automatically generates the email address for end users to communicate with your Virtual Assistant (VA). By default, the email address syntax is <name >@mail-kore.domain.com. For example, customer-support@mail-kore.domain.com. Optionally, you can add a custom name, such as my-bot@mail-kore.domain.com.

By adding the email channel to your VA, end users can interact with it using any standard email client, such as Microsoft Outlook or Yahoo.

Steps to Add the Email Channel

1. Go to CONFIGURATION > Channels > Email on the left navigation menu.
   
   
2. In the Email window, you can change the first portion of the address, which is set to the VA name by default.
   
3. (Optional) You can personalize the Display Name for a configured email address for the Email Channel. Providing the display name ensures that the name linked to the sender’s email address is visible to the end user in the sender’s email profile. Learn more.
   

   Note: A maximum of 30 characters are allowed for the display name, including special characters, numbers, and spaces.

   
   
4. Choose whether you want to send a contact card to all users as a part of the introduction message under Send contact card (.VCF).
   
5. Under the Enable Channel section, select Yes to enable the channel.
   
6. (Optional) Turn on the Email Template Design (Optional) toggle to configure the header and footer of the emails sent via the configured email address, and do the following:
   • Click Edit Header and Edit Footer to configure the header and footer details.
     
     
   • Change the header and footer details in the Edit window, and click Save.
     
   • Click Preview to see the changes.
     
7. In the Email window, click Save. The Channel added successfully message is displayed.