Email Channel Setup
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Overview
The XCALLY Motion Email Channel allows you to define Email Accounts that Agents—assigned to specific Email Queues—can use to send and receive email messages directly from the XCALLY Motion Omni Desktop Interface.
The sections related to Email channel are:
Queues: where you configure queues dedicated to email sessions, manage routing rules, and assign teams of agents.
Accounts: where you enter all the necessary details to enable sending and receiving emails via your email system.
Sub-Statuses: where you can define custom sub-statuses for email interactions, in addition to the default “Pending” status.
Realtime: a real-time monitoring board displaying ongoing email activity.
Triggers: where you configure automation rules for the Email application.
How it works
The XCALLY Motion Email Channel offers ready-to-use integrations with popular mailing systems such as Gmail, Yahoo, Hotmail. Additionally, it allows for simple configuration of your preferred email provider.
To operate correctly, the XCALLY Motion Email Channel must be connected to the IMAP service of the selected mailing system.
Once a new email message is received, the IMAP server immediately notifies XCALLY Motion, which processes it through a unified interface—ensuring compatibility with all supported email systems.
Agents handle email interactions seamlessly, just like any other digital request (e.g., SMS, Chat, etc.), from within the Omni Desktop Interface.
