Email Inbox [v4.9.1]

For versions:4.9.1

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Email Inbox

This section describes for how to manage channel connector (Integrating between channels that will be used by users with 3Dolphins (Bot and Omnichannel contact center). This below contains instructions on how to access Channel Connector.

  • Login as Administrator‘, for the 3Dolphins SRM login mechanism, do the steps described on the Login‘ page,
  • Go to Integration menu and click the channel connector menus, then you will see a channel connector page such as images below.

Create New Email Inbox Channel

This section describes for how to mechanism for add email inbox channel, by doing the following steps :

  • On the channel connector page, click plus button in the channel email inbox, and then you will see a pop up channel setting, fill in the fields as needed and click the ‘Save‘ button, such as images below.

Field Explanation :

Field NameDescription
ProtocolSelect your email protocol (IMAP or POP3).
IMAP (Internet Message Access Protocol) : Emails remain on the email server, allowing you to set up the account on multiple computers and devices to access your email, as well accessing them through.
POP3 (Post Office Protocol version 3) : All your emails are downloaded to the computer or device checking the email. After the emails have been downloaded, they are removed from the mail server.
Email AddressA series of letters, numbers, and symbols used to send and receive email.
PasswordA password is a string of characters used to verify the identity of a user during the authentication process. Passwords are typically used in conjuncture with a email address; they are designed to be known only to the user and allow that user to gain access to a email.
Incoming HostIncoming mail server host name, such as incoming Mail (IMAP) imap.<name of service>.com and Incoming (POP) server pop.<name of service>.com
Incoming PortThe port number used by the incoming mail server. The usual port numbers used for incoming mail are 143 and 993 for IMAP accounts, and 110 and 995 for POP accounts.
Incoming SecuritySecurity keys associated with an incoming mailbox validate the permissions for incoming emails to perform various actions on the server.
Outgoing HostOutgoing SMTP (Simple Mail Transfer Protocol) server hostname, such as smtp.<name of service>.com
Outgoing PortThe port number used by the outgoing mail server. The usual port numbers used for outgoing mail are 465 for IMAP accounts, and 587 for POP accounts.
Outgoing Security Security keys associated with an outgoing mailbox validate the permissions for outgoing emails to perform various actions on the server.
Sent Folder NameIf your client is sending mail through Gmail’s SMTP2 server, your sent messages will be automatically copied to the [Gmail]/Sent Mail folder. (Note that the folder prefix [Gmail] is not used for all accounts. For a minority of users, the prefix [Google Mail] is used instead.)
  • The e-mail channel that was successfully added, will appear according to the example image below.

Channel component explanation :

No.ComponentDescription
1.Email AddressEmail Address has been registered on OmniChannel 3Dolphins.
2.Channel IDAn ID, you register with 3Dolphins. Each channel registered in OmniChannel 3Dolphins has a different ID.
3.Channel Config Edit ButtonClick to configuration of this e-mail channel.
4.Delete Button Click to delete the channel.
5.Online / Offline ButtonAllows you to online or offline the e-mail channel. The offline button indicates that the channel is offline, and the online button indicates that the channel is online.
6.Refresh ButtonRefresh your channel at any time to ensure you are always up to date with the refresh button.

Gmail Settings

After you create an e-mail channel, do some configuration on your e-mail account, such as :

  • Make sure the gmail display language is English. On the general tab, see the ‘gmail display language‘ option : then change to English.
  • Please make sure, that IMAP/POP3 access is enabled in the account settings. You need to enable IMAP and/or POP3 access in the Gmail account settings before you can access email using IMAP/POP3.
  1. Login to your account, go to the “Settings”, e.g. click on the “Gears” icon and select “Settings”.
  2. Click on “Forwarding and POP/IMAP”.
  3. Enable “IMAP Access” and/or “POP Download”.
  • If you select POP3, select messages are accessed with pop :
ComponentDefinition
Keep Gmail’s copy in the inboxInstructs Gmail to leave the message in your Gmail Inbox as new and unread.
Mark Gmail’s copy as readAfter the email has incoming the omnichannel 3Dolphins, email in server gmail will leaves the messages in the Gmail inbox but marks them as read.
Archive Gmail’s copyAfter the email has incoming the omnichannel 3Dolphins, email in server gmail will be removed them from the Inbox, and keep them in the archive for later search and retrieval
Delete Gmail’s copyAfter the email has incoming the omnichannel 3Dolphins, allows the messages in server gmail to move to the Trash.
  • You also need to enable ‘less secure apps‘ (third party apps) in the Gmail settings :

Create New Rule

This section describes for how to be able to run the email inbox channel and how the email customer mail can be incoming as a ticket to the “Inbox” tab of Agent. After you make a E-mail channel, make sure that you add the e-mail channel to the rule. To create a new rule channel, go to Customer Service menu and click the Rule Management menus, then you will see a Rule Management page, on the top right section click the ‘New Rule‘ button, as shown below.

You will see a pop up to add a new rule channel, select the e-mail channel by clicking the add channel icon ‘‘ and then you will be asked to enter the rule name and max. assignment ticket on the channel.

Field NameDescription
Field NameThe name of the channel rule to create.
Max. AssignmentHow many tickets are assigned to the channel.
  • The email rule was added successfully, and you will see the rule email in the list of rules management page, as shown in the image below.
  • After the rule channel is successfully created, to be able to make outgoing message or receive incoming message, add team members to the e-mail channel rules by clicking the add icon ‘‘.
  • Team members successfully added and appearing on available teams, you can configure priority and max. assignment ticket that can be entered or handled by an agent.
ComponentDescription
PriorityTo decide who will get chats first in a channel.
Max. AssignmentHow many tickets are assigned or handling to the Users.

This section contains instructions on how to :

  1. Reply e-mail.
  2. Reply e-mail use e-mail template.
  3. Attach file on e-mail.
  4. Attach hyperlink and images on message.
  5. Forward e-mail.
  6. E-mail auto Reply.
  7. Create outbound email.
  • Login as Agent‘ or ‘Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the Login‘ page,

Reply Email

  • In the inbox tab, select e-mail ticket and click the reply button ().
  • You will see a pop-up of email conversation, click the reply button.
  • Type in the message in the text editor and do the necessary formatting or you can use a email template () and you can fill out the cc fields if necessary.
  • Or, you can use e-mail template to reply the message such as images below.

Field component explanation :

Field NameDescription
FromIn this field, you can see the email address sent by the customer. And, this email is an email registered with OmniChannel.
ToThis field will be used as the recipient of any replies to the email that’s sent. This field will be filled in automatically
CCIn this field, you can copied to one or more recipients.
SubjectSubject of incoming e-mail messages from the customer.
MessageEnter a message to reply to the customer’s message. you can insert images or links in email message.
AttachmentUploaded files as attachments to the email message. Attachments will maintain their original file name and are limited to a total aggregated size of 2 Mega Byte (MB) every email ticket.
Email TemplateIf you want to reuse existing content, select an email template to answer the message of customer. You can select an email template when the customer message is the same. Or, the customer message is the global case and having default answer.
ReplyEmail message will send to customer and ticket will display on the ‘Pending‘ tab.
  • Attach a file if required by clicking on the attach file button (). A dialogue box pops up which lets you browse through and choose the files, click Open after selecting the files you need.
  • File attachments will appear as shown below.
  • You can also attach images and hyperlink on the message. To attach hyperlink on the message, click hyperlink icon ”, enter link and click save button.
  • Or, if you will attach images on the message, click images icon ‘‘. A dialogue box pops up which lets you browse through and choose the files, click Open after selecting the files you need.
  • Once done, you can click Reply to send out your reply. And then, the ticket status will change to ‘Pending‘.

Forward Email

This section contains instructions on how to forward Email ticket.

  • In the inbox tab, select e-mail ticket and click the reply button ().
  • You will see a pop-up of email conversation, click the reply button.
  • Enter an email address in the To fields to find out where the email ticket will be forwarded and you can fill out the cc fields if necessary. Then, type the message in the text editor and do the necessary formatting or you can use a email template ().
  • Once done, you can click Reply to send out your reply. And then, the ticket status will change to ‘Pending‘.

Email Auto Reply

  • To begin, set the sentence to send an auto reply. To configure email auto-replies, please refer to the document ‘Email Template
  • For example, if a customer sends a message to your company email. Check incoming e-mail messages in ‘Unassigned‘ tab of Supervisors, or ‘Inbox‘ tab of Agents to see automatic replies, as shown below.

Create Outbound Message

Feature email offline message is to send message by email when the chat is offline. This section contains instructions on how to send email offline message, do the following step :

Outbound message are created by default with a pending status. Every outbound message from email channel your Agents or Supervisor send from 3Dolphins is immediately converted into a ticket is marked as an outbound ticket.

We’ve put together a detailed list of all the differences between an outbound message and inbound message to help you understand this better.

Inbound MessageOutbound Message
By default, ticket status will be Unassigned or Assigned.By default, ticket status will be Pending.
By default, ticket will be marked as ‘inbound‘ ticket.By default, ticket will be marked as ‘outbound‘ ticket.
SLA will be calculated based on ‘resolution time‘ (created date of ticket until the ticket was closed).SLA will be calculated based on ‘resolution time‘ (created date of ticket until the ticket was closed).

This section contains instructions on how to create outbound message.

  • On the customer support page, click offline message button ().
  • You will see a pop-up to make a new outbound email.

Field component explanation :

Field NameDescription
FromIn this field, you can choose an email address that matches the email address registered with OmniChannel.
ToThis field will be used as the recipient of any replies to the email that’s sent.
CCIn this field, you can copied to one or more recipients.
SubjectCreate a subject from an e-mail message that will be sent to the recipient.
Note : Please click save button () to add subject.
MessageEnter a custom message that will appear in the notification emails that are sent. you can insert images or links in email message.
AttachmentUploaded files as attachments to the email message. Attachments will maintain their original file name and are limited to a total aggregated size of 2 Mega Byte (MB) every email ticket.
Email TemplateIf you want to reuse existing content, select an email template to answer the message of customer. You can select an email template when the customer message is the same. Or, the customer message is the global case and having default answer.
ReplyEmail message will send to customer and ticket will display on the ‘Pending‘ tab.
Reply and CloseEmail message will send to customer and ticket will automatic closed.
  • For example, create an information message to the customer, when you’re done, in the bottom right corner click the reply button.
  • And then by default, message will be marked as ‘outbound‘ ticket, with ticket status is ‘Pending‘ such as images below.
If the agent that create email outbound, email outbound will appear in the pending tab. But, if the Supervisor create email outbound, email outbound will appear in the takeover tab.
  • And then, the message will be sent to the customer as shown below
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