Legacy Feature - Email Campaign Management

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 content of the email can be copied and pasted into script fields in the agent desktop. 
 
Important!  Please note that Email scripts pop in a separate internet explorer window.  In addition, as emails scripts do not include a call, they are not included in the number of charged for in the billing module.  The only way to include email script runs in billing is through the use of a chargeable event.
 
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.  Managers can also launch Email Scripts from the Email Manager.
 

Email Scripts

 
Agents are notified of emails waiting by a flashing indicator at the foot of the script list in the agent desktop
 
 
Clicking the link displays email scripts with waiting emails which can then be double clicked to work through the script and process the waiting emails.  The detail can then be copied and pasted into the script fields as defined by the script editor.  The agent can reply to or forward the email.  All replies and forwards are visible in the Email Manager.
 
 
At the top left, the agent has the option of viewing the Full or Current history of the email chain.  The full history will show emails to and from the mailbox being monitored (see Email Connection Manager) grouped by the sender's address.
 
 
WARNING! Launching an email script and viewing the email marks it as read whether or not the email is actually processed by the agent.  This marks the email as processed and removes it from the Emails Waiting list.  This is by design in order to allow spam emails to be skipped.  Emails accidentally processed in this way can be accessed by users who have access to the Email Manager.
 

Replying

 
When the reply button is clicked, the agent can add a response to the top right hand message pane which will go to the address in the from field.  Should the recipient then reply again, this will trigger a further script run.