Email Scripts

Email Scripts are used to collect data from emails that arrive in a POP3 mailbox as a result of a customer emailing the address associated with the mailbox, or completing a form online which posts the information to that email address.

The Email Connection Manager allows scripts to be received via an email, which in turns activates a script. Email scripts are processed in the Agent Desktop, and appear in a link at the bottom of the script list in the Agent Desktop

Agents can view the email scripts waiting by double clicking on the link. A list of email scripts waiting to be processed will appear, these are activated by double clicking on the script name.

If a telephone call is received whilst the agent is processing the email script this will take priority, and will pop over the top of the email script. The email script will remain open, so the agent is able to return back to this once the telephone call is completed.

Create a script and mark it as an Email Script
Setup the SLA (Service Level Agreement) for the email Script in Campaign Manager --> Email SLA Manager.
Set up the outcomes required for the email script in Campaign Manager --> Email Outcome Manager
Set up the Email Connection Manager to link the email account to the script.
Email scripts are monitored in the Campaign Manager -> Email Manager