GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
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Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
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Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
ID R&D Integration With Kore
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Email

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.

Note: The email can contain a maximum of 5000 characters. This character limit is configurable for On-premise installation.

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.

Email

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.

Note: The email can contain a maximum of 5000 characters. This character limit is configurable for On-premise installation.

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.