Spring24 Admin Guide

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Using the Email Channel window, you can:

  • View 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 NameName that indicates the use of the email address.

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 their 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.
SMSIndicates through a checkmark if the agent can access the SMS channel.
ChatIndicates through a checkmark 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 RequiredIndicates through a checkmark if the customer's consent is required for sending an email to them.

If you want to modify the email channel settings, contact the LiveVox Customer Care Team.

Assigning an Email Address to Services

You can assign an email address to certain services so that only the assigned 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; an agent cannot modify that address.

To assign an email address to 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 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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