The email support channel lets you set up, manage, and handle email support. The email channel receives support request emails from end-users and distributes them to support agents. This routing can be automated or manual.
Expected agent support behaviors
In-Email is a default system agent status and cannot be removed. This agent
status is available only when CCAIP Email Channel is enabled, and the
agent is assigned to at least one email queue. In-Email is not automatically
set for the agent; they can manually set themselves to this status using the
Agent Adapter for Email. Supervisors can also set this status for their agents
using the Admin Portal.
Agents can receive incoming calls and chats when they are set to In-Email
status. When an agent in In-Email status goes into a call or chat session the
agent status will be overridden to either In-Call or In-Chat depending on
which channel they're using.
Expected CRM behaviors
A new CRM ticket will be created for:
- New emails received in the email channel.
- Emails sent out through the email channel.
- New email replies received in the email channel on a previously existing email thread for which no CRM ticket link exists.
- Emails sent using the email channel on a previously existing email thread for which no CRM ticket link exists.
If a thread already exists that is linked to a CRM case, the replies and subsequent messages will remain linked to the existing CRM ticket. A direct link to the latest email in the email thread will be generated and added as a comment to the linked CRM ticket when an email is sent or received.
A standard comment is attached to the linked CRM ticket when an email is sent or received for the first time containing the following elements:
- Sent by:
{sender's email address} - Received by:
{receiver's email address} - Session ID:
{email session ID} - Assigned agent:
{agent name} - Queue:
{queue name} - Subject:
{email subject}}
Depending on your CRM ticket management configurations, the following elements might also appear:
- A copy of the email contents in the thread posted (as a comment) in the linked CRM ticket.
- A PDF copy of the email thread attached to the linked CRM ticket.
External storage locations (default and customizable path) are supported. These settings can be found in Settings > Email.
Attachment restrictions
The following table outlines attachment restrictions for email channels. All attachments are virus scanned before being added.
| Images allowed file types | Video allowed file types | Audio allowed file types | Documents allows all file types EXCEPT |
|---|---|---|---|
| JPEG/JPG, PNG, GIF, TIFF, RAW, WebP | MP4, MOV, AVI, WMV, WebM | MP3, WAV | EXE, DLL, BAT, ZIP, RAR, SCR, BIN |
What's next
Learn how to configure an email channel in your system.