Process email interactions
8x8 Contact Center email interactions provide a means of receiving and responding to customer inquiries. Processing email interactions using 8x8 Agent Workspace
The brand new interface for 8x8 Contact Center agents to receive and process customer interactions. requires access to Local CRM. If your 8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace is configured to interoperate with an External CRM, the Local CRM continues to process all email interactions received by 8x8 Agent Workspace.
Emails in 8x8 Agent Workspace can now be handled by agents from the Control Panel, in addition to the previous experience of handling emails from the Display Panel. Depending on the admin configuration, when 8x8 Agent Workspace offers you a new email interaction, the Local CRM presents the email:
- In the Control Panel: With this new email experience, you can read and respond to emails from the Control Panel (left side) in 8x8 Agent Workspace. To learn more, see Process email interactions from the Control Panel.
- In the Display Panel: With this email experience, you can read and respond to emails from the Display Panel (right side) in 8x8 Agent Workspace. To learn more, see Process email interactions from the Display Panel.
Based on the email ID or case ID contained in the email, the Local CRM searches for matching records.
- If the From field of the message contains the email address of an existing customer, the relevant customer record pops up, and the incoming email is saved as a new case for the customer.
- If the subject of the email bears a valid case ID from the Local CRM, the customer record pops up, and the incoming email is saved as a follow-up of the relevant case.
- In the absence of matching data, a new customer and case record are created.
For information about configuring your 8x8 Agent Workspace profile's email settings, see Configure your profile.
Features
The 8x8 Agent Workspace email controls enable you to:
- Accept inbound email interactions.
- Reply immediately to an email interaction, or save a partial reply for later processing.
- Transfer an email interaction to a different queue.
- Insert pre-formatted answers to frequently-asked questions into email replies.
- Pull and optionally delete unread email messages from your email queues, if your agent account permissions allow it.
