With Express, you can seamlessly add an email touchpoint to interact with customers via email. Follow the steps below to set up and activate your new email touchpoint.
Adding a New Touchpoint
To begin, navigate to "Admin/Channels/Email and click the "Create Touchpoint" button. This will initiate the setup process. You will be required to fill in two mandatory fields:
Email address: The email that will be used for customer interactions.
Friendly name: A recognizable name for your touchpoint.
Once these fields are completed, click Create to proceed.
Connecting and Authenticating Your Email
Once the touchpoint is created, the next step is to connect and authenticate the email provider. The Connection Status option represents the authentication process that grants Talkdesk Express access to send and receive emails on your behalf.
Click the Connect button to start the authentication process.
A new authentication window will appear, prompting you to enter the password for the associated email account.
Follow the steps provided by the email provider to grant authentication permissions.
Activating the Email Touchpoint
After successfully connecting your email, you must activate the touchpoint so agents can begin using it. Under the Additional Information section:
Use the Status toggle to activate the touchpoint.
Choose "Both" on the Direction type that defines how this touchpoint will be used.
Once activated, your new email touchpoint is ready to streamline customer interactions. Agents can now engage customers effectively via email, ensuring a seamless and responsive communication experience.