Purpose and Features
Purpose:
To simplify the workflows of customer service agents and enhance the end-user experience within the email channel.
Features:
Subject Visibility:
On the "Previous Chats" and "Parked Chats" pages of the Agent screen, the subject line of related emails is now visible. This allows agents to quickly identify and differentiate past emails based on their subjects, enabling faster actions and better context understanding.
Display of Customer Name:
For outgoing emails initiated by the Agent, the sender information visible in the end-user’s inbox will now display the “customer name” instead of the email address. This ensures that end-users can clearly recognise the brand or institution sending the email.
Benefits
Agents can access previous email records faster, as subject lines make it easier to identify relevant emails efficiently.
Improved communication quality: end-users see a clear sender name (customer name), strengthening trust and professionalism.
Increases brand visibility in line with customer requests.
Enhances data integrity and usability on the Agent screens, improving operational speed for agents.
Setup
Subject Visibility
Home > Agent > Previous Chats
Click the History button of the relevant email record.
The email subject will be displayed within the history content.
Go to: Home > Agent > Parked Chats
Click the History button of the relevant email record.
The email subject will be displayed within the history content.
Display of Customer Name
Configuration:
Navigate to System Administrator > Email menu.
Select the relevant email profile and click Edit.
Under the General tab, define the desired name in the “Send mail with this name” field.
End-user View:When an agent sends an outgoing email, the customer name configured in this setting will appear as the sender name in the end-user’s inbox.
We wish your operation benefits from this new release and look forward to hearing your feedback!