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Email

If your NEONNOW instance is enabled with the Email channel, you may receive interactions from customers via Email.

Receiving Inbound emails

An inbound Email will appear as a standard inbound contact notification per below. The Queue, Email Subject and any 'Attached Data' will all be displayed as per below:

screenshot

Once answered, the full email will render. Standard interaction controls apply to email, just like any other interactions in terms of:

  • Wrap Updates
  • Attached Data
  • Transfer to Directory Contact
  • Transfer to another queue

However two new controls are included for Email specifically:

  • Reply - to reply back to the customer
  • Forward - to forward the customer's email to another external mailbox outside the contact centre

Note, transferring the email to another team/agent within the contact centre should use the 'transfer' functionality over 'Forward' as this keeps the reporting/routing within NEONNOW.

The following shows a sample inbound Email interaction. Controls mentioned above are noted:

alt text

Replying to Emails

Using the Reply button on an incoming email will display the 'Reply email' view as shown below:

alt text

First, select the 'From address' to display to the customer.

Then, use the email controls to construct the email, using:

  • Rich Text format - add formatting such bold/italics, or change text colour. To use the Rich Text editor, select text and then in the Rich text editor select the specific style to apply.
  • Adding attachments using the 'attachment' icon - upload file attachments to send to the customer. Note, the following file types are not allowed; .bat, .exe, .js, .jar

Templates

Like Chat & SMS, templates can be used to send pre-defined outbound messages templates to customers.

To include a template in the message, select the template icon, and select the required template. It will be added to the active email interaction, at the start of the body.

If desired, enter a search term, then select the Template.

screenshot
screenshot
screenshot

Forwarding Emails

To forward the email to an external email address, select the Forward button:

screenshot

The email forward screen will allow you enter the From and To address, as well as any additional information to the body:

screenshot

Sending Outbound Emails

New emails can be constructed at any time and sent to customers.

To send a new email, either select the 'Create New' plus button on the top left of NEONNOW, or select 'Create a Task' on the landing page

screenshot

The email editor is now shown and a new email can be constructed. The following screen shows the controls.

alt text

Templates

Templates can be used for outbound emails, in the same way as replies.

Transferring Emails

Transferring all active interactions is carried out in the same way. Please refer to Softphone Transfers

Wrap Codes & Notes

Entering a wrap code is an optional step, which applies to all interaction types. Please refer to ACW Wrap Codes

Blocked File Types

Here is a complete list of blocked file types for NEONNOW email and their descriptions, as they may be potentially unsafe:

File name extensionFile type
.adeAccess Project Extension (Microsoft)
.adpAccess Project (Microsoft)
.appExecutable Application
.applicationClickOnce Deployment Manifest File
.appref-msClickOnce Application Reference File
.aspActive Server Page
.aspxActive Server Page Extended
.asxASF Redirector File
.basBASIC Source Code
.batBatch Processing
.bgiBorland Graphics Interface
.cabWindows Cabinet File
.cerInternet Security Certificate File
.chmCompiled HTML Help
.cmdDOS CP/M Command File, Command File for Windows NT
.cntMicrosoft Help Workshop Application
.comCommand
.cplWindows Control Panel Extension (Microsoft)
.crtCertificate File
.cshcsh Script
.derDER Encoded X509 Certificate File
.diagcabMicrosoft Diagnostics Cabinet File
.exeExecutable File
.fxpFoxPro Compiled Source (Microsoft)
.gadgetWindows Vista Gadget
.grpMicrosoft Program Group
.hlpWindows Help File
.hpjAppWizard Help project
.htaHypertext Application
.htcHTML Component File
.infInformation or Setup File
.insIIS Internet Communications Settings (Microsoft)
.isoOptical Disk Media File System
.ispIIS Internet Service Provider Settings (Microsoft)
.itsInternet Document Set, Internet Translation
.jarJava Archive
.jnlpJava Network Launching Protocol
.jsJavaScript Source Code
.jseJScript Encoded Script File
.kshUNIX Shell Script
.lnkWindows Shortcut File
.madAccess Module Shortcut (Microsoft)
.mafAccess (Microsoft)
.magAccess Diagram Shortcut (Microsoft)
.mamAccess Macro Shortcut (Microsoft)
.maqAccess Query Shortcut (Microsoft)
.marAccess Report Shortcut (Microsoft)
.masAccess Stored Procedures (Microsoft)
.matAccess Table Shortcut (Microsoft)
.mauMedia Attachment Unit
.mavAccess View Shortcut (Microsoft)
.mawAccess Data Access Page (Microsoft)
.mcfMedia Container Format
.mdaAccess Add-in (Microsoft), MDA Access 2 Workgroup (Microsoft)
.mdbAccess Application (Microsoft), MDB Access Database (Microsoft)
.mdeAccess MDE Database File (Microsoft)
.mdtAccess Add-in Data (Microsoft)
.mdwAccess Workgroup Information (Microsoft)
.mdzAccess Wizard Template (Microsoft)
.mscMicrosoft Management Console Snap-in Control File (Microsoft)
.mshMicrosoft Shell
.msh1Microsoft Shell
.msh2Microsoft Shell
.mshxmlMicrosoft Shell
.msh1xmlMicrosoft Shell
.msh2xmlMicrosoft Shell
.msiWindows Installer File (Microsoft)
.mspWindows Installer Update
.mstWindows SDK Setup Transform Script
.msuWindows Update File
.opsOffice Profile Settings File
.osdOpen Software Description
.pcdVisual Test (Microsoft)
.pifWindows Program Information File (Microsoft)
.plPerl script
.plgDeveloper Studio Build Log
.prfWindows System File
.prgProgram File
.printerexportPrinter backup File
.ps1Windows PowerShell
.ps1xmlWindows PowerShell
.ps2Windows PowerShell
.ps2xmlWindows PowerShell
.psc1Windows PowerShell
.psc2Windows PowerShell
.psd1Windows PowerShell
.psdm1Windows PowerShell
.pstMS Exchange Address Book File, Outlook Personal Folder File (Microsoft)
.pyPython Script
.pycPython Script
.pyoPython Script
.pywPython Script
.pyzPython Script
.pyzwPython Script
.regRegistration Information/Key for W95/98, Registry Data File
.scfWindows Explorer Command
.scrWindows Screen Saver
.sctWindows Script Component, Foxpro Screen (Microsoft)
.shbWindows Shortcut into a Document
.shsShell Scrap Object File
.themeDesktop Theme File Settings
.tmpTemporary File/Folder
.urlInternet Location
.vbVBScript File or Any Visual Basic Source
.vbeVBScript Encoded Script File
.vbpVisual Basic Project File
.vbsVBScript Script File, Visual Basic for Applications Script
.vhdVirtual Hard Disk
.vhdxVirtual Hard Disk Extended
.vsmacrosVisual Studio .NET Binary-based Macro Project (Microsoft)
.vswVisio Workspace File (Microsoft)
.webpnpInternet Printing File
.websitePinned Site Shortcut from Internet Explorer
.wsWindows Script File
.wscWindows Script Component
.wsfWindows Script File
.wshWindows Script Host Settings File
.xbapBrowser Applications
.xllExcel Addin
.xnkExchange Public Folder Shortcut