Configure workplace email

Your 8x8 Contact Center supervisor has configured your AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Profile to conform with your contact center technical requirements and company policy. To access workplace email, log in to the 8x8 Agent Console8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. and go to Menu > Profile.

To configure workplace email:

1. Log in to the 8x8 Agent Console.

2. Go to Menu > Profile to configure the following options and Save.

   Field	Description
   Workplace Email	Indicates the agent's email address. When the agent uses the CRM case management page to send an email, the agent can choose this email address as the From address for the message. Your email addresses can have up to 254 characters.
   User ID	If an 8x8 Contact Center administrator has configured the user’s outbound email servers to override the server configuration, the user is required to enter their individual email address.
   Email Password	If an 8x8 Contact Center administrator has configured the user’s outbound email servers to override the server configuration, the user is required to enter their individual password. If there is no password set up, a message prompts notifying the agent that there is no email password configured for your email account. To send an email from the custom email server, the agent must select their individual email address to send emails from.
   Send me a test email	Enter your email address and password and tests the connection. If there is no password set up, a message prompts notifying the agent that there is no email password configured for your email account.
   Date Format	Offers a choice of date formats to apply on all email notifications sent to and from the tenant.
   Default Signature	Choose the default email signature used when sending email messages from the agent's account. When the agent uses the CRM case management page to send an email, the default signature appears as one of the choices in the Signature list.
   Default From	Choose the default From address used when sending email messages from this account. When the agent uses the Local CRM to send emails to customers, the default address is automatically populated or appears as one of the choices in the From list. To send an email from the custom email server, the agent must select his email to send emails to customers.
   Interaction Sound	Choose a specific sound such as chime, ringing, or knock for your interaction and save.
   Email Signature	Create elaborate HTML-formatted signatures to be rendered in the email notifications sent to customers by creating a signature in your profile, saving it, and inserting in the Description field of notification emails.

For details, see how to configure your profile.

Note: Do not change your 8x8 Agent Console email settings unless directed to by your supervisor.

Enhanced outgoing email settings for agents via SMTP

As an 8x8 Contact Center agent, when you email customers via email channel, you want to ensure that customers receive the emails without being blocked by your outbound email servers, or the spam filters of the customer’s email servers.

To ensure the delivery of emails sent by agents, 8x8 Contact Center now supports an enhanced configuration for outbound mailing systems, only available for custom SMTP servers. This enhancement allows specific configuration by 8x8 Contact Center administrators for each and every channel or agent, so that emails actually get signed and sent using the individual accounts. When sending out emails, the “From” section in the email header must match the actual address used for sending out that email, which implies using correct accounts and credentials, and the actual sender. When an agent sends an email via a channel, it uses the channel address. When an agent sends an email via their own address, it uses the agent's individual email address.

Prior to this release, emails were sent from a unique address and user account configured on the SMTP server. The email address on the email header did not match the email address used to send the email, causing emails to be blocked by spam filters.

Features

• Prevents the agent’s emails from being blocked by the outbound email servers.
• Prevents the agent's emails from going to the customer's spam and junk folder, or being blocked by spoofing filters.
• Uses one or more custom SMTP servers specifically configured for each email channel or agent.
• Uses the channel email address when agents send emails via a channel.
• Uses the agent email address when agents send email via agent's email.

Send emails from the custom email server

If an 8x8 Contact Center administrator has configured the user’s outbound email servers to override the server configuration, the user is required to enter their individual email address and password in the Profile page.

If there is no password set up, a message prompts notifying the agent that there is no email password configured for your email account. To send an email from the custom email server, the agent must select their individual email address to send emails from.

Note: This step is necessary only when the user's outbound server is set to a custom SMTP server and configuration override. For default configuration, the agent is not prompted for their email credentials.

See Also