"Add Channel" - "Email"
Enter configuration information
Fill in the configuration information according to the prompts in the interface, then click "Confirm" when finished.
- Channel Name: Enter the channel name.
- Email Address: Enter the email address used to receive customer messages.
Detailed settings
After creating the channel, you can configure detailed settings for the corresponding channel.
Settings
Set channel greeting message
Disabled by default. Enter a custom greeting message, which will be sent automatically to customers when they start a conversation.
Enable CSAT
After enabling this feature, a customer satisfaction survey will automatically start each time an issue is resolved. CSAT scores can be viewed later in the Reports section.
Conversation assignment
Displays the conversation assignment rules for the current channel. Supports routing rules, AI Agent, and Human Agent responses. Conversation assignment priority order: routing rules > AI Agent > Human Agent.
When routing rules exist, the system first determines whether the routing rule conditions are met. If multiple routing rules exist at the same time, they are evaluated in order, and conversations that match a rule are assigned according to that rule.
If the current scenario does not meet the routing rules, it will be assigned to the AI Agent first.
If no AI Agent exists, it will be assigned to the corresponding Human Agent. Automatic assignment is supported, with allocation mechanisms based on concurrent workload, sequential round-robin distribution, and custom workload settings for customer service agents.
Allocation by workload
Assignments are made according to the defined workload, with priority given to customer service agents with lower concurrent workloads.
Sequential round-robin allocation
Without considering each customer service agent's workload settings, conversations are assigned evenly to each customer service agent in sequence.
Allocation by custom customer service workload
Set a custom workload value for each customer service agent individually, with priority given to customer service agents with lower concurrent workloads.
Human Agent
Supports setting the human agents who handle conversation messages for this channel. Agents can be added or removed.
AI Agent
Supports setting the AI agents who handle conversation messages for this channel. You can choose to enable or disable them, and a GPT AI Agent can be added.
Working hours
You can configure the team's working hours.
If there are clearly defined business hours, select the "Enable business availability for this inbox (enabled)" checkbox. After selecting this checkbox, the corresponding parameter settings will be displayed below. You can set an unavailable message for visitors outside working hours. Business hour intervals and the corresponding time zone can be configured for each day.
Configuration
Configure detailed settings such as IMAP and SMTP.
Configure IMAP
Enter the address, port, login, and password information for the mailbox used to receive messages. If you do not choose to receive emails through forwarding, you can also choose to retrieve emails through the IMAP protocol. Authorize LiveDesk to access the email content in your mailbox through IMAP.
Configure SMTP
LiveDesk replies to emails in the conversation contact's mailbox through the SMTP protocol. Therefore, you need to configure the corresponding SMTP parameters here according to your mailbox settings.
