Email

Provides support to send and receive email to and from the Expertflow Platform. Sending and receiving emails are the basic supported features. Alongside that, users can add attachments. Also, the reply feature and email threading are supported.

In addition, forwarding emails, replying all are all available on our connector. Users can also use the Signature Feature to add their desired signature to the email. The details of all Channel capabilities are mentioned below.

Channel Capabilities

Setting up Email Signature

Allows businesses to set up their Email Signatures in the unified admin against each Email Channel, which will then be automatically fetched while composing an Email from Agent Desk while responding to customers. {{AGENT_NAME}} is the placeholder that can be used inside the signature body, which will be replaced with the logged-in agent name in real-time. This will make the Signature generic for all agents of a department.

View an Email

Allows businesses to view an email received from customers. An Email can be viewed with basic incoming information.

This can be further expanded by clicking on the expand icon on the rightmost side of this Customer’s message. The expanded view looks as shown below.

Reply to an Email

There are multiple options at the bottom right of this expanded message view, through which businesses can engage the customer. One of them is ‘Reply’ to an Email, the first icon from the left. On clicking it, the reply view will open with the compose message view, as shown below.

Agent can attach attachments of multiple types, perform text formatting like bold, Italic, underline, color formatting, etc, to make email more organized and enriched. Agent can also add To, Cc, Bcc information as well to add multiple recipients.

Reply All to an Email

This allows businesses to ‘reply to all’ the recipients, including Cc, Bcc (unlike the Reply feature). The updated view for the Reply All is shown below.

Forward an Email

Allows an agent to forward an email to any recipient. Forwarding an email is the third option from the icon list on the bottom right of the Customer’s message expanded view. The agent can click on it, and the forward view composer will look as mentioned below. The main difference between this forwarding and reply/reply all is that the To/Cc/Bcc field will remain empty in case of forwarding.

View Email Thread

Allows businesses to view the context or background of an email using the 'View Full Thread'. This fetches all the emails from that email thread and displays them in a single view as mentioned below. The agent has the option to view all the emails. Additionally, agents can also Reply, Reply All, or Forward from any part of the email thread using the same icon list at the bottom right of the email message inside the full thread view. The full thread hyperlink is available at the bottom left of the customer’s message expanded view.

Compose a New Email to an Ongoing Conversation

Allows businesses to send a new email from scratch with a new Subject instead of replying to an existing email thread. This option is only available to send the email to the customer whose conversation/interaction is currently active or whose message is received as part of this ongoing conversation. The email composer can be opened using the EMAIL icon at the leftmost from the icon list at the top right of the conversation window, as shown in the screenshot below.

View all supported Email Capabilities here. See the details of Email Channel Limitations here.