A specific percentage of outbound reply emails from agents can be set to go through an approval process. You can configure the approval percentage at a mailbox level or at a rule group level.
Use the following procedure to enable outbound reply emails approval for a mailbox, and set a percentage of mails to be sent for approval.
Procedure
Start Omnichannel Administration Utility.
In the navigation pane, click E-mail.
Click Recipient Addresses.
Click the mailbox for enabling approval.
In the % of mail to send to approval: field, set the value for percentage of mails to be marked for approval.
Click Save.
Important:
The configured inbox approval ratio may not directly correspond to the percentage of email being sent through the approval process as the approval ratio converge to the percentage set based on sufficient traffic through the system. All the email rules applied to email for the inbox must also be configured with the approval attributes, else some emails do not get sent for approval. See Configuring rule groups.
An email approval ratio is also set on inbound email rules, and if the rule approval ratio and the inbox approval ratio differ, then the higher value between the two values is the effective value. For more information on email approval ratios, see Email approval ratios.
