Configuring your email for Agent Workspace
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
The email channel allows you to exchange longer-form messages with your contacts, using an email interface in Agent Workspace. Such interactions generally require longer response times compared to other message-based channels.
To use email in Agent Workspace, you need to:
Add at least one email address.
Map this address to an interaction plan in Interaction Plans Manager. For more information on mapping a destination to an interaction plan, see Working with interaction plans in Interaction Plans Manager.
Adding an email address
Warning
We strongly recommend using non-expiring credentials for your email integration. If credentials expire, VCC will be unable to pull or route emails to agents, resulting in significant delays.
To add an email address in VCC, perform the following steps:
Go to Interaction plans > Channels.
Go to the Email > Addresses and click Add email address.
In Authentication, sign in with your email provider to authenticate your VCC account. Instructions vary between email providers and whether or not you are logged in to the email address on your current device.
In Settings, provide the following information:
Field | Description | Example value |
|---|---|---|
Name | A unique, user-friendly name that indicates the profile's purpose. | Support Inbound Email |
Description | (Optional) A detailed address description. | Inbound support requests from customers (handled by the Support Team). |
Service name for reports | Name used as service name in reports. One of:
| Destination name |
Data source | (Optional) One or more key-value pairs that are set on interactions. | channel=email, flow=customer_support, priority=standard |
In Signature, you can add a signature that will be automatically appended to replies sent by agents using this email address.
In Profile, select a profile to assign to this address or add a new one. For information about adding profiles, see Adding a profile.
In Summary, you can review the information you provided for this email address. Where available, you can click Edit and change the details in any of the previous sections.
Click Add to save your new email address.
Editing and deleting an email address
To make changes to an email address:
Hover over the email address and click Edit address.
In a side panel, you can check the authentication details and change the email address's settings, its signature, and profile. Click the required section to open it.
To delete an email address:
Note
You have to unmap the email address from any interaction plans before trying to delete it. Deleting a mapped email address is not possible.
Hover over the email address and click Delete address.
Confirm that you want to delete the address by clicking Delete.
Reauthenticating your VCC account to use an email address
If your VCC account is no longer authenticated for an email address, the email address is marked as Expired. This can happen if the email password changes or the email address is deleted.
To continue using the email address, you must reauthenticate your VCC account.
To reauthenticate your account:
Hover over the email address and click Reauthenticate account.
Follow the on-screen instructions for reauthentication. Instructions will vary between email providers and whether or not you are logged in to the email address on your current device.
If the reauthentication was successful, the address's status updates to Active.
For general assistance, please contact Customer Support.
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