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Types of LiveVox Email
The LiveVox Email features two types of email: mass and transactional.
- Mass email involves launching an email campaign from Contact Manager to contact multiple users at once using an email template.
- When you launch an email campaign from a no-reply email address with no intention of agents replying to them, the corresponding emails are classified as mass outbound emails.
- When you launch an email campaign and have agents respond from their agent panel, the corresponding emails are classified as mass outbound + inbound emails.
- Transactional email involves using agent desktops to contact individual consumers directly using a template or free-form text.
- When agents manually launch emails from their agent desktops, and the client does not have an inbound domain configured, the agent can only send emails. Such emails are classified as transactional outbound emails.
- When agents manually launch emails and reply to them from their agent desktops, such emails are classified as transactional outbound + inbound emails.
Outbound Email Statistics
The Outbound tab of the Email Monitor Dashboard displays the following statistics for the current day.
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In addition, you can select the campaign for which you want to view the outbound statistics by using the View Campaigns field, which contains a list of all active campaigns.
Inbound Email Statistics
The Inbound tab of the email monitor dashboard displays the following statistics for the current day.
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You can filter the rows in the table by using the Search box. |
Assigning or Reassigning an Email Thread
You can assign an email thread that is in the group inbox to an agent, or you can reassign an email thread that is in an agent's inbox to another agent. To do so:
- On the Inbound tab, in the Email Inbox Monitor table, select the row displaying the thread that you want to assign to an agent.
- Click Assign to Agent.
The Select Agent window appears, displaying the IDs and names of agents to whom you can assign the thread. Select the row displaying the name of the agent to whom you want to assign the thread, and then click OK.
Note icon false If the inbox of the selected agent is full (based on the configured thread limit for the agent), you cannot assign the thread to the agent.
The thread is assigned to the agent that you selected, and the name of the agent appears in the Agent column of the Email Inbox Monitor table.
Moving an Email Thread to the Group Inbox
You can move an email thread that is in an agent's inbox to the group inbox. To do so:
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