Live Assist Email Connect allows brands to manage, analyze and respond to emails and all customer communications from a single platform. Emails are managed alongside other messaging channels eliminating the need to switch between tools to respond to emails making your agents more efficient.
Set up your email connector in four easy steps.
- Connect your email to Live Assist
- Provide your email credentials to set up your email
- Save email configuration and skill settings
- Start receiving and responding to emails in the Messaging widget
Note: Email Connect is not yet compatible with Microsoft on-premise.
Step 1 - Connect your email to Live Assist
There are two ways to launch the Email Connect setup page:
Option 1 - Email Connect Setup via Data Sources.
On the engagement portal, go to the Campaign Builder footnote and click on Data Sources.
Hover over the Email Connect tile, then click Edit.
Click on Configure in a new tab button.
Option 2 - Email Connect Setup via Conversational Cloud Applications
On the engagement portal, click the Quick launch menu at the bottom left of your screen. Click Email Connect.
Step 2 - Provide your email credentials to set up your email
Prerequisites to setting up your email
The email address must be configured as below:
- IMAP must be enabled.
- Multi-factor authentication must be disabled except for Gmail accounts. App Passwords must be used for Gmail integration, and the 2-Step Verification must be turned on. See Sign in with App Passwords for details.
- Standard IMAP settings: IMAP, port 993, SSL enabled.
- Standard SMTP settings: SMTP, port 587, SSL disabled.
Click on Add email button.
Then follow the instructions on the screen to save your email configuration details.
Step 3 - Save email configuration and skill settings
Click on the Test connection button. You will receive a success notification if the email configuration has been tested successfully.
Assign the email to a skill and then click Save.
Switch the toggle to enable the Email Connect service.
Step 4 - Start receiving and responding to emails in the Messaging widget
You can test your setup by sending an email from your email account to the email address you connected to in the engagement portal. When the message shows up in the Messaging widget, you can respond like an agent and see the response in the sender’s email account.
You can quickly identify that the visitor is originating from an email channel with this icon:
Note: Email Connect service will wait for 10 minutes before start polling emails from brand’s configured email address. It may take up to 10 minutes for brand to receive the first email in the Messaging widget.
Enable Agent and Consumer File Sharing
Email Connect uses Agent and Consumer File Sharing features and supports these file types - JPEG, JPG, PNG, GIF, PDF, DOCx, XLSx, and PPTx.
Note: To enable file attachments, please reach out to your Account Director. Once you have received a response that this step is complete, you will need to change the following settings in the engagement portal.
Log in as Administrator to enable the following configuration:
- Select the Profiles tab from the Users module
- Turn on the following settings for Agent and Agent Manager Profiles:
Configure Auto-Response Text
This custom text will be used as an auto-response to consumer email when the same consumer has an existing open conversation in Live Assist. You can use any language of your choice. The maximum number of characters limit is 1000.
Customize Email Header and Footer
You can upload custom html headers and footers to your outbound emails.
Prerequisites to setting up HTML header and footer
Please see the table below for a list of allowed HTML elements and attributes. Every header and footer provided to Email Connect during the onboarding process is subjected to a security check. Deviating from this list could yield HTML that might be rejected by the Email Connect Setup.
|HTML||n\a||Required, top-most element|
|body||bgcolor, width, style||Required, placed within the HTML element|
|table||align, bgcolor, cellpadding, cellspacing, border, height, width, style, color, class||Useful for creating a table in HTML that most email clients honor|
|tr||n\a||Used to define a row in a table|
|td||style||Used to define a column in a table|
|center||n\a||centers text in HTML|
|div||style||creates a division of sections within HTML|
|a||href, target||creates an anchor tag for HTML links|
||src, width, height, alt, border||Creates an image within HTML (usually placed within a tag|
|font||face||specifies the font family|
- Click on Choose File button and select your custom .html header and footer file.
- Re-enter the password for your email, click Test Connection, and click Save.
Here's a sample of an email with a customized header and footer received by the consumer:
Multiple email addresses
Brands can add an unlimited number of email addresses to Live Assist and even route each email address to a different skill. For example, you can route info@, support@, and sales@ to different skills, allowing specialized bots and agents to handle your email interactions.