Email Accounts
- Valerio Ciotta
- XCALLY Knowledge (Unlicensed)
What are the Email Accounts?
With XCALLY Motion you can share a single mailbox among several agents and use it in a way similar to a voice queue.
XCALLY Motion offers a web client email specific for Customer Care needs, where the Agents share all information: what you need to do is just to configure IMAP accounts, already existing on your provider, and manage email exchange using XCALLY Motion, as well as for the other channels.
The Email Accounts Section
In this Section you can add New Email Accounts and manage the existing ones.
Add a New Email Account
Click on 
to add a New Email Account:
Insert the requested values:
- Name: the name of the email account
- Key: here you can define a short name (5 char maximum) for the Account 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, if it is not already there
- Active: turn this flag on/off to 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: turn this flag on to activate Security (using encryption protocol) using the following:
- Username: authentication username
- Password: authentication password
- Description: an optional description of your Email Account
At the end click on Add Email Account.
On the Email Accounts list ,click on 
to:
- 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
Edit an Email Account
Editing an Email Account you have a list of Sections:
Settings
General
In this section you can edit all the values inserted when adding the Email Account and:
- activate/deactivate the Account
- set the Mark as unread setting allows Agents to receive mail interactions on this account and mark them as unread
- Wait for the Assigned Agent: the time a new message waits for the same Agent currently managing the interaction (with closed tab) to accept it, when the Agent is not available on the system because logged out or in pause. By default 10 seconds; the allowed values range is 1-2147483.
- Wait for the Assigned Queue: If the Agent currently managing the interaction doesn't accept a new message within the Assigned Agent Timeout or rejects it, the interaction is transferred to the Queue which the Agent is part of. The parameter Wait for the Assigned Queue is the time a new message waits for an Agent in that Queue to accept it, before proceeding with the action plan. By default 10 seconds; the allowed values range is 1-2147483.
- write an optional Description
Authentication
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 choose Custom as Service in General Settings, IMAP and SMTP will replace Authentication section.
IMAP
Custom Service
In this 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)
SMTP
Custom Service
In this section you can define the parameters for the Simple Mail Transfer Protocol, the internet standard for sending electronic mail to an email server for relaying.
You can review or change the following values:
- Secure: If enabled, the connection will use TLS when connecting to server
- Authentication: enable Authentication to login
- Username: username for authentication inserted during email account creation
- Password: password for authentication inserted during email account creation
Click here for specific SMTP hints for Yahoo and Gmail
To test SMTP connection, from the Email Accounts list, click on :
Advanced
Template
You can define a Template, where you can specify a default body (font family, size and text) of all email messages sent from this account.
You can also insert your company logo, define the text style and other parameters.
It is also possible to insert variables in this section in order to render some dynamic contents.
Notification
The Administrator can customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on.
The Setting section of the Notification is under the general settings of a channel account and allows to:
- enable/disable the notification sound
- enable/disable the notification shake effect
- define notification contents and style in the Template section (here you can define which information to show about the specific interaction using XCALLY Motion variables).
Transfer
If at least one of this flags is enabled, the agent will see this option among those available in order to manage an email interaction:
The Transfer section allows you to define if the email messages received by the account can be transferred by Agents to a Queue or/and to another Agent.
When the flag is switched on, you must define the timeout (the time in seconds the message will wait to be accepted before returning back as unread) for any specific option.
Disposition
Enable Mandatory Disposition feature if you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO).
Dispositions
The Dispositions created here will be available when the Agent disposes a mail message coming from this account
See here How to Manage Dispositions.
Canned Answers
Here you can set a list of canned answers that will be available only when the interaction comes from that Account.
Click on 
to find a specific item from the list:
or click on 
to add a new one:
Canned Answers can be deleted or edited and modified: click on 
and choose the command you want to start:
General (marked by a 
small icon) and Local (specific for Account and marked by the Channel type icon) Canned Answers will be available as a blended list when exchanging messages from the Agent interface.
Actions
In this section you should define the Actions for the email account to be executed by adding applications, working rules and intervals:
About Applications
Read more about the Applications List here
Interactions
In this section you can find the list of all the email interactions occurred on the Account.
You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, Agent, Tags:
or use the 
button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.
When you click this button, the system will show you the following form:
- Select the Field (scroll the list of all the available search fields)
- Select the Operator among those available (eg.: equals, contains, starts with, and so on)
- Select or insert the Value
- Add the Condition (click on
)
To add more conditions repeat the operation, like in the following example:
and choose whether the conditions must all be met:
or at least one of them:
When you finish, click on the 
button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.
If you want to delete the advanced search condition inserted click on the single search condition button 
to delete it or click on the 
button in order to delete all the conditions set at once.
On this form it is possible to:
- modify a condition set: click on a set condition and press Edit
now change the condition as you like(field, operator, value)
- temporarily disable the search condition: click on the set condition and press Disable:
and enable it again
When an advanced search selection is active
As long as the search conditions are operational, the Advanced Search button will notify it by changing its color (light blue on a white background) and blinking 
The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters:
On this list, you can select one or many mail interactions and download the information about them in a CSV file (click on the corresponding checkbox and then on the icon 
) or delete them (click on the corresponding checkbox and then on the trash bin 
):
On the single interaction, the Supervisor can use the three dots command menu in order to:
- Spy (namely watch) the contents of an interaction thread. Here the Supervisor can add an internal note (this will not be viewed by customers but only by internal agents), like in the following example:
- Download with Attachments downloads a zip file containing all the messages (numbered list of .eml files and attachments) exchanged in the thread
- Download without Attachments downloads a zip file containing all the messages (numbered list of .eml files without the attachments) exchanged in the thread
- Delete Interaction permanently deletes the chosen interaction (a confirmation is required)
Interactions log files
Interactions history is saved in files which are specific per channel.
Add Agent to Email Account
On the Email Accounts list you can add Agents in two ways:
- select the Email Account and click on , than choose the menu entry Add Agent to Email Account:
- edit the Email Account and than click on the add menu button:
and select the agents from the list:
If the agents are not added to the Email Account, they will not be able to see the interactions exchanged in this account interactions list.