Attachments |
Email attachment supported for the following formats: .doc, .docx, .eml .gif,.ics, .jfif, .jpeg, .jpg, .log, .m4a, .m4v , .mov, .mp3 ,.mp4, .mp4a, .mpeg, .mpg, .oga, .ogg, .ogv, .pdf, .png, .pps, .ppsx, .ppt, .pptx, .txt, .wav, .zip, .7z.avi, .bmp, .csv, .key, .svg, .tif, .tiff, .pub, and .accdb. If Avaya Experience Platform™ Public Cloud identifies a file as unsafe during a file scan, it deletes the file. |
Auto Answer |
You can enable auto answer for email interactions on a per-user or per-profile basis. |
Automatic responses |
Configuration of automatic responses to automatically respond to interactions with no agent intervention. |
Disclaimers |
Configuration of a disclaimer for each account. Only one disclaimer is published at a time. The agent selects the disclaimer, which appends it to each email response body. |
Email formatting |
HTML or plain text support with formatting. |
File templates |
Configuration of file templates that agents can use to send replies to customer email and messaging contacts. |
Inbound email |
Support for IMAP and POP3 mailboxes. |
Intelligent routing |
Configure keyword data rules to use configured keywords to identify email interactions that must be handled appropriately. Avaya Experience Platform™ Public Cloud can scan the subject or body of an email for these keywords, and based on that, the keyword rule can trigger a particular workflow. Keyword rules also assign attributes to incoming email interactions. An account administrator can configure to ignore all emails from customers with auto-response flag, such as out-of-office-response. These auto-response flagged emails are not routed to agents, saving the agents’ productive time. |
Outbound email |
Support for SMTP mailboxes. |
Outgoing email |
Agents can create outgoing or adhoc emails. |
Quick text templates |
Configuration phrases for use when handling email interactions. Agents can select and insert these phrases while responding to customer emails. Using text templates can help save time and maintain consistency. |
Reply and forward email |
Standard email reply, reply all, and forwarding capability. |
RONA |
Return on No Answer with a fixed timer across all channels. The fixed timer value is 30 seconds. |
Screenpops |
Access an external website configured for a screenpop. |
Signatures |
Configuration of a list of signatures on Application Center Administration. The agent selects a signature from a list of pre-configured signatures, which automatically adds that signature to the bottom of an outgoing message. For example, you can select a signature that adds your website URL to encourage customers to visit your customer support website. Or you can select a signature with promotional information for every outgoing mail. |
Templates |
Configuration of templates that agents can use when sending outgoing emails to define the layout and content of the email message. You can select from the available macros to customize email templates. |
Transfer to queue |
Transfer an interaction to a queue that can find a more appropriate agent that has the knowledge to deal with the customer query. |
Transfer to user |
Transfer an interaction to another agent or supervisor. The target user must be able to handle email interactions. This is a single step transfer; the transferring agent drops from the interaction immediately when the transfer completes. If an agent rejects a transferred interaction, Avaya Experience Platform™ Public Cloud attempts to return the interaction to the original agent. If that agent is subsequently unavailable, the interaction routes to the last queue and retains the original attributes. |
URL templates |
Configuration of plain text URL templates that agents can use to send replies to customer email contacts. |
