Agent Guidance Core User Guide

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Integration - Inbound Email

 
Agent Guidance can use one or more mailboxes as a source of interactions, with agents presented with one or more lists of emails awaiting handling in a special tab on the Desktop (the Social Dashboard) that they can pop records from with a simple click. Once inside a popped record, they then have the ability to see the email's data and use it within the Workflow, and then perform actions such as replying to or forwarding the email.
 
This allows managing inboxes for various purposes - such as support, enquiries, or sales - with the same ability to define process and assist agents as you normally can within Agent Guidance Workflows.
 
If you wish to make use of the Inbound Email integration, please review the How To steps below and then contact your Agent Guidance vendor.
 

How To

Broadly, integrating Agent Guidance with Inbound Email has five steps:
 
1) Licensing the Agent Guidance Environment
To access the Inbound Email functionality, your System will need to include the Social Media and Integration - Email (Incoming) licence parts within your licence.
 
2) Configuring the Connectors
For Agent Guidance to communicate with your mailbox(es), one or more Connectors will need to be configured and activated. These will contain the credentials required to authenticate communication to the mailbox, and also specify points of communication such as whether to offer only unread emails or read emails too, how many emails to display in the Social Dashboard on the Desktop, and the sorting order for the feed.
 
It is entirely possible for the same mailbox to be connected to by multiple different Connectors. For example, you might have one Connector that returns only unread emails from the mailbox, whereas another Connector might return all recent emails from the same mailbox for monitoring purposes.
 
Currently, there are two Connectors available for this purpose: the standard Email (Incoming) Connector that uses a standard IMAP connection, and Email O365 (Incoming) Connector that is compatible with Microsoft's O365 mailsystem.
 
3) Enabling the Service and Plugin
The Social Media Data Service and the Integration - Email (Incoming) Plugin both need to be activated in order for Agent Guidance to communicate with the mailboxes specified by any Connectors, and also to then allow linking a Workflow to a Connector via External Links.
 
It is possible to change the poll rate of the Social Media Data Service, but typically it is best left as the default (1 minute). Reducing the duration may increase the load on your mailserver, or risk getting detected as possibly malicious and timed out. Increasing the duration may lead to periods of time where no items are available to agents (as the existing list has already been completed, but new items haven't yet been sourced).
 
4) Configuring the Social Dashboard
At least one instance of the Social Dashboard needs to have been configured for the agent to be able to see and pop records from the mailboxes. It is entirely possible for there to be multiple configurations for the Social Dashboard existing simultaneously, even for the same User - this can be used to have different groupings or configurations of the available Connectors for different circumstances.
 
For further guidance on the Social Dashboard, see its article.
 
5) Configuring Workflow Pop in Agent Guidance
If the Integration - Email (Incoming) Plugin has been activated, then any active Connectors will be displayed within the External Links for a Workflow.
 
6) Workflow Design
Once a Workflow has been linked to a Connector via External Links, then it will be possible to use Link Columns within the Workflow, and also to pop that Workflow when an agent clicks an email from that Connector's feed in the Social Dashboard.
 
For further guidance on Workflow design, see the relevant section.