Purpose and Features
Email management plays a crucial role in the efficiency of customer service within call center software. Initially started with Gmail integration, this process is now expanded with the inclusion of Outlook emails. With this new feature, call center teams can manage emails from both platforms within the same system, consolidating all customer interactions under one roof. The Outlook integration not only streamlines inbox management but also simplifies email responses, forwarding, and follow-up processes.
Benefits
Team Efficiency: Users with Outlook email accounts can now integrate both Gmail and Outlook, managing both platforms from a single interface.
Time Savings: There is no time lost in accessing different email accounts, as both Gmail and Outlook work seamlessly together.
Customer Satisfaction: Customer interactions via email become faster, with quicker responses and solutions, ultimately improving customer satisfaction.
Team Collaboration: Team members can monitor emails from both Outlook and Gmail accounts on the same platform, enabling faster and more effective collaboration.
Setup
Outlook Account Settings
Allow the following permissions from your Outlook account settings.
Email Profile Settings
Go to System Administrator > Follow the email steps to create a new profile.
Fill in the required fields and click on the "Next" button.
On the configuration page, click on the "Outlook Settings" option. Add the email address you wish to configure in the corresponding field and click on "Sign in with Outlook."
Once you click this button, an external window will open. Complete the verification process in this window.
After completing the verification steps, the "Next" button will become active. Click "Next" to proceed.
Click on the "Test" button. Then, click the now-active "Save" button.
Chat Widget Settings
Assign the newly created profile to the chat widget for the email type you’ve set up.
For incoming chats, create a new definition and connect your email widget.
After completing these steps, your Outlook account will be operational. You will be able to manage incoming and outgoing emails.
We wish your operation benefits from this new release and look forward to hearing your feedback!