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The Email Channel window enables you to add the email addresses from which you want to send emails to your customers and assign the addresses to the services you want.

In the Email Channel window, you can view the following information about your email settings:

  • Addresses

    • Email address used to send emails to your customers.

    • Display name that appears next to the email address in the outbound emails (for example, <Name> <recipentsname>@<email>.com). When customers reply to the emails, the display name appears in the To field. 

  • Agents

    • Login ID of the agent who can access the email channel.

    • First and last names of the agent.

    • Date and time when the agent last logged in to their agent desktop.

    • Checkmarks to indicate that the agent is active and can access the email and voice channels.

    • Checkmarks to indicate if the agent can access the SMS and chat channels.

  • Services

    • ID and name of the service associated with the email channel.

    • Inbound message template for inbound emails.

    • Unique email address for routing inbound emails to the service.

    • Message displayed in the email when an email campaign is launched for the service.

    • Checkmark to indicate if the customer's consent is required for sending emails to them.


To add an email address:

  1. On the Addresses tab, click Add.
    The Email Channel pop-up window appears.

  2. Specify values in the Display Name and Email Address fields, and then click Save.
    The email address is created, and it appears on the Addresses tab.

On the Addresses tab of the Email Channel window, you can:

  • Modify an email address by double-clicking the row displaying the address.
  • Delete an email address by using the Delete icon, which appears when you hover over the row displaying the address.

You can assign an email address to specific services so that only the assigned address is available to the agents who are logged in to those services when the agents send an email or SMS (transactional). 

When an agent responds to an email, by default, the email address used in the response is the same as that associated with the original email thread; an agent cannot modify that address.

To assign an email address to services:

  1. On the Addresses tab, double-click the row displaying the email address that you want to assign to services.
    The Email Channel window for the selected address appears.

  2. On the Services tab, in the Available section, select the services to which you want to assign the address.

    You can select all services together by clicking Assign All in the Available section.

    The selected services appear in the Assigned section.

  3. Click Save.
    The email address is assigned to the selected services.

You can receive notifications when an email is opened or clicked. However, if an email bounces or an unsubscribe option is clicked, only the specific email address related to the event should be added to the Do Not Contact (DNC) list. 

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