Configuring Email

1 a.

Ensure that the Email Channel is enabled for your client site.

If it is not, contact your LiveVox system administrator.

1 b.

Ensure that the Advanced Features > Phone DNC Type is set to Dial-Time Phone DNC so that the Email tab appears in the Contacts > DNC settings.

If it is not, contact your LiveVox system administrator.

2 a. 

Add the email that will send and receive communication.

For more information, see Navigating the Email Channel Window.

Map the required services to the email address.

For more information, see Navigating the Email Channel Window.

Create email message templates to use in email campaigns, automated replies to inbound emails, and agent-customer interactions.

For more information, see Creating Messages.

Update the settings for the service that will be used for mass emails:

1. Select the Agent Desktop that will be used for transactional emails.
2. Map the respective email templates for Email Opt-in Message and Inbound Email Message.
3. Select the Email Consent checkbox if applicable.
4. Enter the IB Email Setting.

For more information, see Settings Tab.

Confirm that contacts' channel settings allow email campaigns and email consent.

For more information, see Contact Fields.

Confirm if contacts' DNC settings allow email campaigns.

For more information, see Dial-Time Phone DNC - E-mail Tab.

Configure email campaigns for mass emails.

For more information, see Creating a Campaign.

Configure agent settings for mass inbound and transactional emails.

For more information, see Creating Agents and Agent Profiles.

Map message templates to the agent desktop for transactional emails.

For more information, see Agent Desktop: Messagebook.