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Email Channel

Manage email communications efficiently with ConnieRTC's integrated email channel capabilities.

Overview​

The Email channel centralizes all email communications into your unified contact center, ensuring no message goes unanswered and maintaining consistent response quality.

Key Features​

📧 Email Management

  • Unified Inbox - All emails centralized
  • Auto-Distribution - Intelligent agent routing
  • Priority Handling - Urgent email escalation
  • Thread Tracking - Complete conversation history

âš¡ Productivity Tools

  • Email Templates - Standardized responses
  • Auto-Acknowledgment - Instant confirmations
  • Scheduled Sending - Optimal delivery timing
  • Bulk Operations - Multi-email handling

🔗 Integration Options

  • Gmail/Google Workspace - Full Google integration
  • Microsoft 365 - Seamless Exchange connectivity
  • IMAP/SMTP - Universal email support
  • Custom Domains - Your organization's addresses

🤖 Automation Features

  • Auto-Responders - Immediate acknowledgments
  • Smart Routing - Keyword-based distribution
  • Escalation Rules - Time-based priorities
  • Out-of-Office - After-hours handling

Getting Started​

  1. Connect Email Account - Link your email service
  2. Configure Routing - Set up distribution rules
  3. Create Templates - Build response templates library
  4. Set SLA Rules - Define response time targets
  5. Train Your Team - Ensure consistent email handling

Best Practices​

  • Respond to emails within 24 hours
  • Use templates for consistency
  • Include signature with contact options
  • Track response times and quality
  • Regular template updates based on common questions

Reporting & Analytics​

  • Average response time
  • First contact resolution rate
  • Email volume trends
  • Agent productivity metrics
  • Customer satisfaction scores

Detailed configuration guides coming soon.