From Bright Pattern Documentation
Email Service Configuration
This section outlines the recommended general order of configuring email services associated with a particular email address.
| Step | Action | Section of this Guide |
|---|---|---|
| 1 | Plan out categorization of email interactions arriving at a particular email address, create the corresponding email services, and configure their general settings. | Services and Campaigns - Properties Tab |
| 2 | Assign agent teams to these services. Note that each service will be created with a default service skill that can be assigned automatically to all members of the associated agent teams. | Services and Campaigns - Assignments Tab |
| 3 | Create the acknowledgement message that will be sent to customers automatically to confirm receipt of their email inquiries. | Knowledge Base |
| 4 | Define all email-specific service settings. | Services and Campaigns - Email Tab |
| 5 | Create articles in the knowledge base that will help agents process emails associated with the above services more efficiently. | Knowledge Base |
| 6 | Create the mandatory messages that will be automatically inserted above and/or below the main text of every email that is sent to a customer. | Email Header and Footer |
| 7 | Specify the number of emails that agents can have in active processing on their desktops simultaneously. | Omni-Channel Routing |
| 8 | Make sure the agents who will process email have the privilege Handle email granted to them. | Roles |
| 9 | Create an email scenario entry for the given email address and then configure its account settings, default service, and categorization/prioritization rules. | Scenario Entries - Email |
| 10 | If within this service you intend to send outbound emails that are not related to any existing cases, configure an outbound email account for this service. | Services and Campaigns - Properties Tab and Scenario Entries - Email |