Email

Syntelate XA’s email functionality gives agents the ability to handle customer emails directly from their agent desktop.

An agent desktop can be set up for either basic email handling or advanced email handling.

Syntelate XA also supports automated emailing. See: Key Features.

EXAMPLE 

Inisoft Travel automatically send an email to the customer after each voice call, requesting that they complete a short survey about their experience.

Simple Email Handling

Where simple email handling is used, agents can reply to customer emails or create unsolicited emails (emails that are not sent in response to a customer email).

Simple email handling is intended for contact centers where there is a one-to-one relationship between a customer email and an agent’s reply.

Screenshot of simple email handling in Syntelate XA

Advanced Email Handling

With an advanced email-handling setup, agents can forward and transfer emails, as well as access additional features when creating or replying to emails.

Note: For general information on transferring emails, see Parking and Transferring. For instructions on how to transfer emails, see Transferring an Email Interaction Record.

Unlike with simple email handling, many emails can be grouped into a single interaction record. For example, in response to a single customer email, an agent could:

  • Reply to the email saying that they are going to pass the customer’s query on to another department.
  • Forward the email to another department.

Similarly, let’s say a customer sends an email and then shortly thereafter sends a further email with additional details (such as “Forgot to add the attachment!”). With advanced email handling, these two emails would be presented to the agent at the same time.

The agent could view both emails and then decide to respond to just one or both of them.

Advanced email handling in Syntelate XA

Key Features

Some of the key features of email support that are common to both simple email handling and advanced email handling are described below.

Note: For information about features specific to advanced email handling, see Handling Emails.

Record Matching

When an agent opens a customer email in their unified agent desktop, Syntelate XA automatically matches upon the customer’s email address and, for existing customers, retrieves the customer’s full details.

This provides the agent with the necessary context to fully understand the customer’s email. For example, a desktop can show the customer’s full interaction history across all channels, allowing the agent to view previous emails with the customer, web chat transcripts, and so on.

HTML Emails

Agents can compose HTML emails to customers that include formatting such as bold, color, and so on.

Snippets

Snippets are small chunks of content that an agent (or email rule) can insert into an email, such as a response to a common question or an email signature.

They help agents by removing the pressure of writing to customers. Instead of writing emails from scratch, agents use snippets as building blocks to compose an email quickly.

Snippets can include references to data. For example, the above video shows the insertion of an email signature that includes the agent’s first name.

See Snippet Editor for more information.

Tip: For guidance on how to insert snippets in automated email replies, see Email Rules.

Outbound Email Options

Syntelate XA supports the following outbound email options as standard:

  • New
  • Reply
  • Forward

On request, we can implement Reply All, too.

Mailboxes

You can monitor multiple email mailboxes, such as personaltravel@inisoft.com and businesstravel@inisoft.com. Emails to each email address can be assigned to a specific agent group.

Agents’ replies are sent from the appropriate email address.

EXAMPLE 

Inisoft Travel have an agent group for Personal Travel and another agent group for Business Travel. They configure the personaltravel@inisoft.com email address to use the Personal Travel agent group and the businesstravel@inisoft.com email address to use the Business Travel agent group.

This ensures that emails are always passed to an agent who has been appropriately trained to answer it.

Workload

Emails that Syntelate XA assigns to an agent are put into that agent’s workload. The agent can then freely work through emails in their workload in the order that they see fit. For example, an agent may wish to first quickly reply to all “easy” emails before then returning to “harder” emails.

An agent can start to compose a reply and then return to it later. In addition, where you blend different types of activity, an agent working on an email can be interrupted by an inbound call.

To move between items in their workload, agents use a Workload control on their desktop.

Route to Supervisor for Approval

Syntelate XA lets you route an agent’s email to a supervisor for approval before actually sending the email to the customer.

Maybe you only wish to do this for certain agents, such as newly trained agents. Or perhaps you only wish to do this where the agent has manually edited the email but not where the email consists only of snippets.

With Syntelate XA, this is all possible.

Note: To route all emails by a particular agent to a supervisor before sending, populate the EMAILESCALATE_GRP field in the AGENT table. This should reference an agent group of supervisors.

To query whether an email was manually edited by the agent or solely built up using snippets, use the LKTL_MANUALLYEDITED field in the INTERACTION_x_NEWMESSAGE table.

Attachments

Syntelate XA supports email attachments, allowing agents — right from their agent desktop — to view any photographs or documents that a customer has attached to an email. Syntelate XA also lets agents attach files to outbound emails.

For Office 365 integrations, the maximum file size for attachments in an outbound email is 15 MB.

Change Priority over Time

You can change the prioritization of emails over time. This is achieved via the Fulfilment Server.

EXAMPLE 

Inisoft Travel have configured Syntelate XA so that, when an email first comes in, Syntelate XA marks it as low priority. After 24 hours, if an agent has not replied to the email, Syntelate XA increases its priority. After 48 hours, if the email has still not been responded to, Syntelate XA sets its priority to priority 1.

Integrations

Syntelate XA currently integrates with the following email services:

  • Microsoft Exchange
  • Microsoft Office 365
  • Gmail
  • Any SMTP service

The following email functionality is supported:

Functionality Exchange Office 365 Gmail SMTP

Inbound messages

x x

Outbound messages

x x x x

Booking appointments

x x x x
Syntelate Studio compatibility x x* x* x*

* Requires additional information from the email account holder to be compatible with Syntelate Studio.

Note: You can easily configure an integration with Microsoft Exchange or Microsoft 365 in Syntelate XA by using the Message Gateways Configuration tool. To discuss how to use other email services, contact Support and Training.

Technical Details

An inbound email from a customer adds a record to the INTERACTION_X table, as with all other types of interaction. This is then picked up by the Worklist Engine and assigned to an agent.

For outbound email, you simply need to add a new record to the INTERACTION_X_NEWMESSAGE table. This is then picked up the Outbound Gateway service and sent to the customer.

You can add new records to the INTERACTION_X_NEWMESSAGE table in a variety of ways. For example:

  • You can add an Email control to your agents’ desktop that writes to the INTERACTION_X_NEWMESSAGE table.
  • You can add an action to a completion button that writes to the INTERACTION_X_NEWMESSAGE table.
  • You can set up a Fulfilment that runs at set intervals and, where certain conditions are met, adds new records to the INTERACTION_X_NEWMESSAGE table.

Settings

Advanced configuration options for emails are held in App Settings files.

It is in the app settings that you, for example, configure the file name extensions to allow for email attachments. If a customer tries to send a file that is not in the permitted list, it will not be saved and your agents will not be able to view it.

More Information

Section Description
Designer

Explains how to design desktops for your agents.

To let your agents view and reply to emails, add an Email control to a data entry element.

To let your agents move between emails, add Workload controls to the desktop.

To automatically send an email at the end of a call, add an action to a completion button.

Message Gateways Configuration Explains how to configure the monitoring of mailboxes. Monitored mailboxes can also be used to send outbound emails.
Email Rules Explains how to set up email rules.
Snippet Editor Explains how to configure snippets for email.
Fulfilment Server Explains how to set up Fulfilments, which you can use for automated email communication.