With this tool, uContact users can receive and send emails using the platform, unifying and facilitating interactions.

 


Email Management

To manage the configuration of the email campaigns in uContact, it is necessary to have a user with administrator permissions in the system.

 

Basic email settings

Here you can create email campaigns.

Campaign data

  • Name
    Name of the email campaign.

  • Service level
    It is the time in which the interactions that arrive at the campaign must be answered, if the waiting time is greater than that stipulated in the field, the level of service drops.

  • Strategy
    It is the behavior that the campaign will have. For more information on the different strategies.

  • Schedules
    Schedule in which the campaign will be available, that is, with available agents to handle interactions. To add a schedule configuration is with the '+' button or remove a selected one from the list with the '-' button.

  • From name
    It is the name with which the email account assigned to the campaign is displayed when it reaches the recipient.

Email Data

  • Account
    It is the mail by which emails will be received.

  • Password
    The password assigned to the account. If it is written incorrectly, it will not be possible to create the new campaign, the user will be warned in case this happens.

  • Outbound SMTP
    Protocol for simple transfer of assigned mail. This is mandatory to send emails.

  • Inbound IMAP
    Internet message access protocol assigned. This is mandatory only if Receive Emails is active.

  • Port
    Port number assigned for each protocol.

To finish the creation process, the user must click the "Save" button.

Advanced Settings

These parameters already have a default value for the correct operation of the campaign.

To learn more, go to Conceptos importantes - Omnicanal.


Parameters

Maximum interactions per agent
The number of interactions of this campaign that the agent can have at the same time. It is only required for the nocall strategy.

Enabled
If it is checked, the campaign can be used.

Receive Emails
If enabled, emails sent to the configured email address will be queued as an interaction to the portal. In addition, the IMAP and POP fields will be mandatory. If this checkbox is empty, the campaign will not require incoming ports and will not receive emails either, but it will be able to send.

Signature
Within the Templates section, a signature template can be created and assigned here. When an agent answers/composes an email via this campaign, the assigned signature will be loaded automatically.

Enable qualification
When this check is active, it enables two more fields that are used to configure the qualification of outgoing emails.

 

  • Motivation to qualify
    This is the title of the rating, an example could be 'Rate our service' and it will be right above the rating icons.

  • Thanks for rating
    Clicking on this field will show us a modal to compose a thank you message that is shown to the customer after rating.

 

Thresholds
They are metrics to carry out the statistics of the campaigns in real-time, they are measured in time (seconds).

Confirmation message
If this field is activated, a Template can be assigned to the campaign. It will work as follows: when a client sends an email entering through that campaign, the client will be answered with an automatic email containing the awarded Template, and the agent within the campaign will start the interaction.

Maximum interactions in queue

The number of maximum interactions in the queue.

Encryption/Security
The user has three different options: TLS, SSL, and SMTP. 

  • Gmail settings example:
    Outbound SMTP                     Ports
    smtp.gmail.com                         587
    Inbound IMAP
    imap.gmail.com                         993

Once the campaign is created, it will be displayed on the right side of the screen.

This way, if the user selects it, the data of said campaign will be loaded in the fields of the section on the left, enabling the user to modify the campaign.

The campaign can be removed from the system when selected by clicking the "Remove" button.


Members

To add or remove agents to campaigns, the user must go to the Members section at the top left of the setup screen.

Add member

  1. In the Campaigns column, select one or more campaigns to which you want to add or remove members.

  2. We select one or more agents from the Agents column and press Add.

  3. In the Members column, we will see the agents added to the campaign.

IMPORTANT
The members that are added to the campaign must be previously in a voice campaign, otherwise, the agents will not receive interactions of this type.


Templates

Easily design your own templates.

Each of these can be assigned to a specific campaign.

How to create a template?

To create a new template, the user must specify the name in the upper field and the campaign in the lower one, which is optional by activating/deactivating the same with the checkbox next to it.

 


In case the template is created without an assigned campaign, the template will appear for all the campaigns in the system.

If the user wants to edit an already existing template, they must select it from the table and it will deploy so that the user can modify it.

 


Email Dialer

Allows sending emails in bulk.

How to create email dialers?

To create a dialer, the user must fill in the next fields:

  • Campaigns: All email campaigns will be listed and one of them will be associated with the campaign to be configured.

  • Time between messages: It will indicate the time, in seconds, that it takes to enter a new interaction after having finished one.

  • Schedules: Schedule a date on which you want the dialer to work. As an example, you can set the dialer to work from Monday to Friday from 1:00 p.m. to 6:00 p.m., which will start dialing if it is within the established schedule.

  • Templates:
    A template already created will be awarded in the Templates section of Email campaigns.

  • Attach schedule:
    The user will be able to attach an event in the mail. The following will be displayed to configure it:

 

  • Title
    Name of the event. The event title can also contain parameterizable variables, the latter will be the variable detailed in the .csv uploaded for the dialer. Example: ${variableName}

    • Organizer
      Detail of who organizes the event. The name of the event organizer can also contain parameterizable variables, the latter will be the variable detailed in the .csv uploaded for the dialer. Example: ${variableName}

    • Parametrizable start date
      You can choose a start date using parameters. The latter will be the variable detailed in the .csv uploaded for the dialer. Example: ${variableName}

    • Parametrizable end date
      You can choose an end date using parameters. The latter will be the variable detailed in the .csv uploaded for the dialer. Example: ${variableName}

    • Start date
      Using the calendar, a start date will be selected.

    • End date
      Using the calendar, an end date will be selected.


Email lists

Lists for email dialers are uploaded and managed on this screen.

Subject

The subject with which the dialer mails will be sent is detailed.

Upload list

A .csv file can be uploaded as a massive contact record to send the desired email.

The csv to upload must have the following format:

campaign;emailRecipient;message;attachments;variables;priority

For example:

SupportIntegra;test@integraccs.com;This is a test message.;;"Var1":"value","Var2":"value";9999

 

  • The campaign parameter should match the name of the email dialer campaign for which the record will output. (Mandatory)

  • The recipient's mail must be valid, otherwise, when the dialer starts, it will not be sent and therefore it will be marked as failed. (Mandatory)

  • You can write the message you want to send. If it is not specified in the list, then the template associated with the dialer will be sent, if one exists, otherwise it will be an empty message.

  • In case you want to add attachments, you must first upload the attachment in the Attach file section of the screen. Once the file is uploaded, a text will appear that must be copied and pasted in this division of the CSV to upload.

  • The variables will represent the generic fields in the associated template. When the mail is sent, these variables will be the ones that will be replaced by the values ​​indicated in this parameter. The generic fields in the template must be indicated as follows: Hello ${name}, where name will be the name of the variable. The values ​​of the variables must be separated by a comma and must be written as follows: "nameVariable1":"value,"nameVariable2":"value".

If the priority is not specified, it will default to 9999.

A .csv file can be downloaded as an example of the structure to upload the lists.

 

In the upper right corner, we will see a Play button to start the dialer and a Stop button to stop it.

When the dialer starts, a graph will appear indicating the percentage of processed emails.
When it reaches 100%, all existing emails in the registry will have been sent.



Email Supervision

Monitoring of email campaigns

Here you can see the statistics in real-time of the Email campaigns.

Information on screen

Lower left table

The table in the lower-left section shows:

  • Icon: Agent status icon. Along with the status, an icon may appear: in case the agent is on a call, a phone will appear; and if the agent is on break, the image corresponding to that break will appear.

  • Channel status: If the agent finds an active interaction, depending on the channel, its corresponding logo will appear: SMS, Webchat, Email, and Social Networks, among others. They can appear together if it is the case.

  • Status: Agent status in real-time. The status can be Disconnected, Busy, Free, Free on break, and Busy on break (break being any of the available ones).

  • Agent: Agent name.

  • Completed: The number of Emails completed by the outgoing and incoming agents.

  • Active: Indicates the interactions that the agent keeps active.

  • Time: Time since the agent's last status change.

Lower right table

The table in the lower right section shows the data of the email clients that are waiting:

Email: Email with which the customer sent the interaction.

On hold: Time the customer has been waiting to be answered.

Actions with agents

When clicking on an agent with active interaction, the following options will be displayed:

  • Spy
    The supervisor will be able to view in real-time the emails exchanged between the agent and the client.

  • Monitor screen
    Allows you to view the agent's screen in real-time. To see this button, the monitor screen option must be enabled in Configuration - Agents.

  • Info
    It displays a window with all the information about the agent.

  • Pause
    The supervisor will pause the agent's session, preventing the entry of interactions.

  • Chat with agent
    It gives us the possibility to send a message to an agent.

  • Log out agent
    The supervisor will be able to log out the agent from the portal. The agent must enter his username and password again to be able to enter and continue working.


Email Recordings

In this section, you can see all the email conversations.

Filter parameters

  • Start date: Date from which you want to start the search for Email recordings.

  • End date: Date until which you want to obtain the Email recordings.

  • Email: Incoming Email address.

  • Subject: Subject of the incoming Email.

  • Campaign: Select Email campaigns from those available in the list.

  • Agent: Select the agents that answered the Email.

 

Email recording viewer

When the user clicks on one of the emails, it opens like this:

In the upper right corner is the printer icon, with which the mail can be printed.


Email Dialer Monitoring

Menu to monitor the status of email services.

Dashboard

Shows all active email services, allowing you to manage their activity and upload information.

 

Campaigns
Allows you to select the campaign to monitor.

List name
Detail of the name of the list that is active and its status:

  • Inactive

  • Active

Status
It shows the general status of the campaign based on the following status:

  • Inactive

  • Active

On schedule
It shows if the campaign is on date according to the definition it has to be executed, with the following status:

  • Inactive

  • Active

Processed
The number of emails processed by the campaign.

Not processed
The number of emails remaining to process in the campaign.

Sent
The number of emails that were processed and sent correctly.

Failed
The number of emails that were processed but were not sent correctly.

Seen
The number of emails that were opened by the recipient.

Rejected
The number of emails that were rejected.

Spam
The number of emails that entered spam, they are registered on the blacklist.



Email Agent

 

Find here how the Agent uses the Emails in the portal.

Start interaction

 

 

With the icon next to the search section, the user can easily start interactions.

 

 

 

Pressing it will display the following box.

 

The agent will have the email with which the interaction began in their interaction tray.

When opened, it is displayed on the right side of the screen, showing the history of interactions and customer information at the top such as:

  • Email campaign name

  • Client email

  • Client name

Mail answer

When responding to an email we will have the same options as to when starting it, plus a button that will allow us to respond with the history of emails sent.

In the left section, the user is met with an interaction search part.

 

You can search by campaign name, customer email, subject, and name.

When the user receives an email, they can reply it by sending it to the same person or forward it to several others by clicking the icon with the arrow.

  • If the mail that the user wants to forward contains attachments, they are automatically attached to the mail to which they are forwarded.