Email Accounts

1. Click the blue + button  located at the bottom-right corner of the interface

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2. Insert the requested values:

• Name: the name of the email account

• Key: a short name (5 char maximum) that will be shown on the Agents Tabs

• Email Address: the origin email address of the messages (shown in the from field)

• List: the default List where the new email contacts will be saved in the Contacts Manager

• Active: activate/deactivate the Account

• Service: you can select:

  • one of the available default services and simplify the SMTP server configuration (i.e. Gmail, Yahoo, Hotmail, Outlook 365);

  • Custom and specify the following values:

    • IMAP Host: IMAP address for receiving email (ask your email service provider)

    • IMAP Port: IMAP server typically listens on port number 993

    • SMTP Host: SMTP address for sending email (ask your email service provider)

    • SMTP Port: mail clients often submit the outgoing emails to an email server on port 465

• Authentication: activate Security (using encryption protocol) using the following:

  • Username: authentication username

  • Password: authentication password

• Description: an optional description of your Email Account

3. Click on Add Email Account.

• Edit the Email Account

• Verify SMTP connection 

• Go to Interactions list for the Account 

• Go to Realtime Email Account 

• Add Agent to Email Account

• Delete Email Accounts

General

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In the General section, you can edit all the values inserted when adding the Email Account and define the below settings and information:

• Edit the Name, Key, Service, Email Address and List

• Activate the Account

• Enable Mark as unread: if enabled, Agents can mark email interactions as unread

• Write an optional Description

Routing

FROM VERSION 3.60.0 In the Routing section, you can define the below settings:

• Prioritize replies: enable response priority for new messages belonging to already open interactions:

  • If ON: response messages are distributed to agents before new interaction messages.

  • If OFF: responses are distributed with FIFO logic, with the same priority as new messages.

• Define a wait for assigned agents timeout. It defines the maximum time a response message can remain assigned to an agent who previously managed the interaction but is currently busy, logged out or paused:

  • If OFF: the timeout is disabled. The message stays in the agent’s queue indefinitely

  • If ON: the timeout is configurable using hour/minute/second selectors, up to 7 days. You can therefore enter this setting using the unit of measurement that best suits your needs.

• Timeout action configured to define what happens when a response message timeout is reached:

  • Send back to last assigned queue (FIFO): the message returns to its last assigned queue and is redistributed via FIFO. This action is only possible if the interaction has already been routed to a queue at some point before the last reply is received.
    In case of transfer, the queue considered is the last one that has managed the conversation

  • End routing: the message exits routing and is moved to the Unread Messages list

• FROM VERSION 3.49.0 the Interaction inactivity timeout field allows you to indicate time (in minutes) after the last Agent’s message, interaction has to close automatically. The status of the interaction should automatically update to Closed

• DEPRECATED FROM 3.60.0 Wait for the Assigned Queue: If the assigned agent doesn’t respond within the timeout (Assigned Agent Timeout) or rejects the email message, the interaction is forwarded to the agent’s queue. This setting defines how long the system waits for another agent in the queue to accept the interaction.

  • Default: 10 seconds

  • Valid Range: 1 to 2.147.483.

In this section you can define the parameters for the Authentication:

• Username: username for authentication inserted during email account creation

• Password: password for authentication inserted during email account creation

You can review or change the following values for the Internet Message Access Protocol:

• SSL: enable/disable the Secure Sockets Layer encryption protocol to secure communication

• Mailbox: default inbox used 

• Connection Timeout (sec): timeout for connecting to the server (default=10. You can increase this value if necessary)

• Authentication Timeout (sec): timeout for authentication (default=5. You can increase this value if necessary)

Custom Service

If you select Custom as the Service in the General Settings, the interface will display the IMAP and SMTP configuration sections instead of the Authentication section.

IMAP - Custom Service

In the IMAP section you can define the parameters for the Internet Message Access Protocol used by multiple email clients to access simultaneously to an email server in order to retrieve messages.

You can review or change the following values:

• SSL: enable/disable the Secure Sockets Layer encryption protocol to secure communication

• Authentication: enable Authentication to login 

• Username: username for authentication inserted during email account creation

• Password: password for authentication inserted during email account creation

• Mailbox: default inbox used 

• Connection Timeout (sec): timeout for connecting to the server (default=10. You can increase this value if necessary)

• Authentication Timeout (sec): timeout for authentication (default=5. You can increase this value if necessary)
  
  

Under Settings → General → IMAP tab, you'll find the Login Mail Frequency parameter. This setting defines the interval time (in seconds) at which XCALLY polls for new emails. It is recommended to set a higher value if you are managing a large number of email accounts.

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Template

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Under Advanced → Template you can define an Email Template where you specify a default body layout for all email messages sent from a specific account. This includes:

• Font family, size, and default text

• The option to insert your company logo

• Text styles and formatting options

Additionally, you can insert variables into the template to generate dynamic content, allowing personalized and context-aware emails based on the interaction or customer data.

Notification

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Under Advanced → Notification you can customize the new interaction notification to display key details to the Agent, such as the source, sender, recipient queue, and more.

Specifically, you can:

• Enable or disable the notification sound

• Enable or disable the notification shake effect

• Customize the notification content and style in the Template section, where you can define which interaction details to display using XCALLY Motion variables (e.g., source channel, queue name, sender email, etc.)

Transfer

The Transfer section allows you to configure whether email messages received by the account can be transferred by Agents either to a Queue and/or to another Agent.

When this option is enabled:

• You must define a timeout (in seconds), which represents the time the message will wait to be accepted before being returned to the sender's inbox as unread.

For detailed instructions, you can explore the documentation about transfers at this link

Agent Experience

The Agent will see the Transfer option in the three dots menu (⋮) while handling the email interaction in the Omni Desktop interface.

By clicking this option, the Agent can initiate the transfer of the current email to a Queue or another Agent, based on the transfer settings defined in the system.

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The Account Transfer feature allows transferring an email interaction from an account to another
For detailed instructions, you can explore the documentation here.

Disposition

Enable the Mandatory Disposition feature if you want Agents to be required to apply a disposition (i.e., categorize or label the interaction) before completing the management of an interaction.

When this feature is enabled, you can also choose to automatically set the Agent's status to Pause during the disposition process.

Moreover, you can specify the hostname used for multiserver configurations.
This setting can be found under the System section.

Tools

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FROM VERSION 3.40.0

In the Tools section you can select from the dropdown menu an XCALLY AI Agent Assistant. In this way, when a textual conversation starts, the agent can request support from the virtual assistant to help find relevant answers.

The AI Agent Assistant feature requires an add-on license.

Include message on forward

By activating the Include message on forward option, previous messages are included when forwarding an email.

Disable duplicate check

The Disable Duplicate Check setting can be useful if you need to download emails that have already been saved in Mail Messages. For example, if you mark an email as "unread" in your email account (e.g., Gmail) and this setting is enabled, the system will treat it as a new message.

As a result, the unread email will be downloaded again and will create a new interaction.

Draft settings

With the Draft Settings, you can enable the autosave drafts feature by default. This means that agents won’t need to manually save their drafts — the system will automatically save them during the composition of email messages.

To create a new disposition:

1. Click + Add button

2. Provide the following details:

• disposition name (required): Enter a clear and descriptive name.

• optional description (optional): Add any additional context or notes.

• Disposition Hierarchy (optional): Select a First-level or Second-level disposition if you wish to organize dispositions in a hierarchical structure.
  If this field is left blank, the created disposition will be considered a first-level disposition.

3. Click Add disposition

2. Enter the Canned Answer’s details:

   • Key: key that the Agent will use in order to make the answer appear in the specific context (e.g. open channel interaction)

   • Value: the text of the canned answer

   • Description: optional description

   • Attachments (max 16Mb): starting from version 3.44.0 you can upload documents, improving the efficiency and quality of responses sent to customers by agents.

3. Click Add Canned Answer to confirm.

The up/down arrows next to the Last Message field indicate the direction of the message:

• Up arrow: Outgoing message (sent by the agent)

• Down arrow: Incoming message (sent by the customer)