Spring24 Admin Guide

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Using the Email Channel window, you can:

  • Add the configured email addresses from which you can send emails to your customers, on the Addresses tab.
  • Assign the email addresses to specific services, using the Addresses tab.
  • View the names of the active agents who can access the email channel, on the Agents tab.
  • View the email settings for all services, on the Services tab. 

Accessing the Email Channel Window

To access the Email Channel window, on the Configure tab of the LiveVox Portal (LVP), click Email > Email Channel.

The Email Channel Window

The following table describes the columns that appear on the tabs in the Email Channel window.

Addresses

ColumnDescription
Email AddressEmail address used to send and receive emails.
Display Name

Name that appears next to the email address in the outbound emails (for example, LiveVox johndoe@livevox.com). When customers reply to the emails, the display name appears in the To field. 

Agents

ColumnDescription
Login IDLogin ID of the agent who can access the email channel.
First NameFirst name of the agent.
Last NameLast name of the agent.
Last LoginDate and time when the agent last logged in to the Agent Desktop.
ActiveCheckmark to indicate that the agent is active.
EmailCheckmark to indicate that the agent can access the email channel.
VoiceCheckmark to indicate that the agent can access the voice channel.
SMSCheckmark to indicate if the agent can access the SMS channel.
ChatCheckmark to indicate if the agent can access the chat channel.

Services

ColumnDescription
IdID of the service associated with the email channel.
NameName of the service.
Inbound MessageInbound message template for inbound emails.
Inbound DomainUnique email address for routing inbound emails to the service.
Opt In MessageMessage displayed in the email when an email campaign is launched for the service.
Consent RequiredCheckmark to indicate if the customer's consent is required for sending an email to the customer.

Adding an Email Address

To add an email address:

  1. On the Configure tab of LVP, click Email > Email Channel.
    The Email Channel window appears.
  2. On the Addresses tab, click Add.
    The Email Channel pop-up window appears.

  3. 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 delete icon, which appears when you hover over the row displaying the address.

Assigning an Email Address to Services

You can assign an email address to certain services so that only the assigned email address is available to the agents logged in to those services when the agents send an email message (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; the agent cannot modify the email address.

To assign an email address to certain services:

  1. On the Configure tab of LVP, click Email > Email Channel.
    The Email Channel window appears.
  2. On the Addresses tab, double-click the row displaying the email address that you want to assign to services.
    The Email Channel pop-up window for the selected address appears.

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

    To select all services together, in the Available section, click Assign All.

    The selected services appear in the Assigned section.

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

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