Latest revision as of 16:00, 2 March 2026

Email Settings

This menu contains various settings related to email communications. Note that in addition to customer interactions, email in Bright Pattern Contact Center is used for various auxiliary tasks, such as sending transcripts of chat sessions, password reset instructions, scheduled reports, and voicemail audio files.

To configure email settings, select Email Settings from the Call Center Configuration menu.

Note the following:

Except for the SMTP settings, configuring the system to send voicemail attachments is done via scenarios. For more information, see section Voicemail of this guide and description of the Voicemail block in the Scenario Builder Reference Guide.

Except for the SMTP settings, configuring the system to send reports via email is done via the Scheduled Reports page.

Except for the SMTP settings and chat transcript template, configuring the system to email chat transcripts is done via scenarios. Note that the EMail scenario block is not used for this purpose. Rather, sending a chat transcript email is triggered by setting variable $(item.sendTranscript) to 1 in the chat scenario. You can see an example of such configuration in the Support Chat scenario template.

Email Header and Footer

This section relates to customer email interactions and lets you define mandatory standard messages that will be inserted above (the header) and/or below (the footer) the main text of each email that is sent to a customer. Some examples of such messages are references to case numbers, legal disclaimers, and a company’s contact information. Headers and footers are not applied to acknowledgements (initial automatic replies sent to acknowledge receipt of incoming mail).

Note: The headers and footers configured here will be applied to all emails sent from your contact center regardless of the service. For service-specific email templates, default Knowledge Base articles should be used.

To configure these elements, select option Email Header and Footer from the Email Settings menu.

Email Settings > Email Header and Footer

Header and Footer Screen Properties

The Email Header and Footer screen properties are described as follows.

Language

The Language setting is where you select the language of the header and footer message. Note that you can define the header and footer in multiple languages. The system will automatically insert the version corresponding to the language of the main text of the email.

Please note: The languages listed here differ from those found in Language Skills; only auto-detectable languages are available to select from this menu.

Header

Type the text of the message that should appear in the Header field, above the main text of all emails sent to customers.

Footer

Type the text of the message that should appear in the Footer field, below the main text of all emails sent to customers.

Insert $()

This setting specifies the menu of substitution fields that can be inserted in the header and footer messages. Except for $(cursor), these are the same substitution fields that are used in Knowledge Base articles.

Remove

Use the Remove button to remove the header and footer in the selected language.

System Email Account

Use this page to configure the email settings for system-generated communications. This account handles internal notifications, such as password reset instructions, scheduled reports, voicemail forwarding, and chat transcripts.

Note that this page does not configure email accounts for customer interactions. For information on configuring outbound email for contact center operations, see email scenario entries.

Select the desired Protocol for the connection: SMTP or Microsoft Graph. The required settings vary based on the selected protocol.

Protocol: SMTP

When the protocol option is set to SMTP, the following properties are required.

Tenant sender display name

The name that will appear in the From field of system emails.

Tenant sender email address

The email address that will appear in the From field of system emails.

SMTP server hostname

Specify the SMTP server host name.

SMTP server port

Specify the SMTP server port number.

Connection security

Select the cryptographic protocol used to secure the connection:

For an unsecured connection, select none.

To upgrade a plain text connection to a secure one, select negotiate encryption in a plain connection (STARTTLS).

To secure the connection immediately upon establishment, select use an encrypted connection (TLS).

Server requires authentication

Indicate whether client authentication is required for the SMTP server.

Username

The username for SMTP client authentication. Required if Server requires authentication is enabled.

Password

The password for SMTP client authentication. Required if Server requires authentication is enabled.

Check settings

Use the Check settings button to verify your SMTP settings.

Protocol: MS Graph

When the protocol option is set to MS Graph, the following properties are required.

In order to use MS Graph as a protocol option, your service provider must:

Configure your contact center to use the centralized internal email service.

Enable Microsoft Graph API support.

Connect account

Click Connect account to open a Microsoft login window. Log in to your account and authorize the application to send emails on your behalf. If you are already signed in, the system may automatically detect your active session. Once connected, the Tenant sender email address and Tenant sender display name fields are automatically populated. For more information, see How to Configure Microsoft Email Account Access Using Microsoft Graph.

Tenant sender email address

Indicates the address that will send system emails.

Tenant sender display name

Indicates the name of the sender of system emails.

Check settings

Click to verify the MS Graph settings.

Password Recovery Template

To configure a template for password reset instructions, select Password Recovery Template from the Email Settings menu.

Password Recovery Template Screen Properties

The Password Recovery Template screen properties are described as follows.

Subject

This setting specifies the text that will appear in the Subject field of the emails with password reset instructions.

Message

This setting specifies the text that will appear in the body of the emails with password reset instructions.

You can use the following variables in this text:

$(FIRST) for the first name of the email recipient
$(LAST) for the last name of the email recipient
$(LOGIN) for recipient’s username
$(LINK) as a placeholder for password recovery link

Chat Transcript Template

To configure a template for chat transcripts, select Chat Transcript Template from the Email Settings menu.

Chat Transcript Template Screen Properties

The Chat Transcript Template screen properties are described as follows.

System sender display name

This is the name that will appear in the From field of the emails with chat transcripts. This setting is mandatory for sending emails with chat transcripts.

System sender email address

The Sender email address will appear in the From field of the emails with chat transcripts. This setting is mandatory for sending emails with chat transcripts.

Subject

This setting specifies the text that will appear in the Subject field of the emails with chat transcripts.

Message

This setting specifies the text that will appear in the body of the emails with chat transcripts.

You can use the following variables in this text:

$(FIRST) for the first name of the email recipient
$(LAST) for the last name of the email recipient
$(LOGIN) for recipient’s username
$(CHAT_TRANSCRIPT) for chat transcript
$(TENANT_NAME) for your business name as it is registered with your service provider< Previous | Next >

@@ Line 1: / Line 1: @@
-<translate>= Email Settings= <!--T:1-->
+= Email Settings=
 This menu contains various settings related to email communications. Note that in addition to customer interactions, email in Bright Pattern Contact Center is used for various auxiliary tasks, such as sending transcripts of chat sessions, password reset instructions, scheduled reports, and voicemail audio files.
-<!--T:2-->
 To configure email settings, select '''Email Settings''' from the Call Center Configuration menu.
-<!--T:3-->
 Note the following:
 * Except for the SMTP settings, configuring the system to send voicemail attachments is done via scenarios. For more information, see section [[contact-center-administrator-guide/Voicemail|Voicemail]] of this guide and description of the [[scenario-builder-reference-guide/Voicemail|Voicemail]] block in the ''Scenario Builder Reference Guide''.
-<!--T:4-->
 * Except for the SMTP settings, configuring the system to send reports via email is done via the [[contact-center-administrator-guide/ScheduledReports|Scheduled Reports]] page.
-<!--T:5-->
 * Except for the SMTP settings and chat transcript template, configuring the system to email chat transcripts is done via scenarios. Note that the ''EMail'' scenario block is not used for this purpose. Rather, sending a chat transcript email is triggered by setting variable ''$(item.sendTranscript)'' to ''1'' in the chat scenario. You can see an example of such configuration in the ''Support Chat'' [[contact-center-administrator-guide/Chat|scenario template]].
-== Email Header and Footer == <!--T:6-->
+== Email Header and Footer ==
 This section relates to customer email interactions and lets you define mandatory standard messages that will be inserted above (the header) and/or below (the footer) the main text of each email that is sent to a customer. Some examples of such messages are references to case numbers, legal disclaimers, and a company’s contact information. Headers and footers are not applied to [[contact-center-administrator-guide/EmailTab|acknowledgements]] (initial automatic replies sent to acknowledge receipt of incoming mail).
-<!--T:7-->
 '''Note:''' The headers and footers configured here will be applied to all emails sent from your contact center regardless of the service. For service-specific email templates, default [[contact-center-administrator-guide/KnowledgeBase|Knowledge Base]] articles should be used.
-<!--T:8-->
 To configure these elements, select option '''Email Header and Footer''' from the ''Email Settings'' menu.
-<!--T:9-->
 [[File:contact-center-administrator-guide-image45.png|thumb|800px|center|Email Settings &gt; Email Header and Footer]]
-=== Header and Footer Screen Properties === <!--T:10-->
+=== Header and Footer Screen Properties ===
 The ''Email Header and Footer'' screen properties are described as follows.
-==== Language ==== <!--T:11-->
+==== Language ====
 The ''Language'' setting is where you select the language of the header and footer message. Note that you can define the header and footer in multiple languages. The system will automatically insert the version corresponding to the language of the main text of the email.
-<!--T:12-->
 '''Please note''': The languages listed here differ from those found in [[contact-center-administrator-guide/LanguageSkills|Language Skills]]; only auto-detectable languages are available to select from this menu.
-==== Header ==== <!--T:13-->
+==== Header ====
 Type the text of the message that should appear in the ''Header'' field, above the main text of all emails sent to customers.
-==== Footer ==== <!--T:14-->
+==== Footer ====
 Type the text of the message that should appear in the ''Footer'' field, below the main text of all emails sent to customers.
-==== Insert $() ==== <!--T:15-->
+==== Insert $() ====
 This setting specifies the menu of substitution fields that can be inserted in the header and footer messages. Except for ''$(cursor)'', these are the same [[contact-center-administrator-guide/KnowledgeBase|substitution fields]] that are used in Knowledge Base articles.
-==== Remove ==== <!--T:16-->
+==== Remove ====
 Use the ''Remove'' button to remove the header and footer in the selected language.
-== SMTP Configuration == <!--T:17-->
+== System Email Account ==
-This section contains settings for connection to the SMTP server used for auxiliary email communications, including transcripts of chat sessions, password reset instructions, scheduled reports, and voicemail audio files. Note that this section is not used to configure SMTP for the outbound email interactions with customers. For the latter, [[contact-center-administrator-guide/Email|email scenario entries]] are used.
+Use this page to configure the email settings for system-generated communications. This account handles internal notifications, such as password reset instructions, scheduled reports, voicemail forwarding, and chat transcripts.
-<!--T:18-->
+Note that this page ''does not'' configure email accounts for customer interactions. For information on configuring outbound email for contact center operations, see [[contact-center-administrator-guide/Email|email scenario entries]].
-To configure SMTP connection settings, select '''SMTP Configuration''' from the '''Email Settings''' menu.
+Select the desired '''Protocol''' for the connection: ''SMTP'' or ''Microsoft Graph''. The required settings vary based on the selected protocol.
-<!--T:19-->
+=== Protocol: SMTP ===
-[[File:SMTP-Config-50.png|thumb|800px|center|Email Settings &gt; SMTP Configuration]]
+When the ''protocol'' option is set to ''SMTP'', the following properties are required.
-=== SMTP Configuration Screen Properties === <!--T:20-->
+[[File:SMTP-Config-50.png|thumb|600px|center|Email Settings &gt; SMTP Configuration]]
-The ''Email SMTP Configuration'' screen properties are described as follows.
-==== System sender display name ==== <!--T:21-->
-''Sender display name'' is the name that will appear in the ''From'' field of the emails with password reset instructions.
-==== System sender email address ==== <!--T:22-->
+==== Tenant sender display name ====
-This is the email address that will appear in the ''From'' field of the emails with password reset instructions.
+The name that will appear in the ''From'' field of system emails.
-==== SMTP server hostname ==== <!--T:23-->
+==== Tenant sender email address ====
-''SMTP server hostname'' specifies the SMTP server host name.
+The email address that will appear in the ''From'' field of system emails.
-==== SMTP server port ==== <!--T:24-->
+==== SMTP server hostname ====
-''SMTP server port'' specifies the SMTP server port.
+Specify the SMTP server host name.
-==== Connection security ==== <!--T:25-->
+==== SMTP server port ====
-''Connection security'' indicates whether a cryptographic protocol (TLS or SSL) will be used to secure this connection.
+Specify the SMTP server port number.
-* For a nonsecure connection, select '''none'''.
-* To negotiate encryption in a plain connection, select '''negotiate encryption in a plain connection (STARTTLS)'''.
-* For an immediate secure connection, select '''use an encrypted connection (TLS/SSL v3)'''.
-==== Server requires authentication ==== <!--T:26-->
+==== Connection security ====
-This setting indicates whether client authentication is required for the SMTP server.
+Select the cryptographic protocol used to secure the connection:
-==== Username ==== <!--T:27-->
+* For an unsecured connection, select '''none'''.
-''Username'' is the user name for SMTP client authentication. This user name must be specified if the ''Server requires authentication'' option is selected.
-==== Password ==== <!--T:28-->
+* To upgrade a plain text connection to a secure one, select '''negotiate encryption in a plain connection (STARTTLS)'''.
-''Password'' is the password for SMTP client authentication. The password must be specified if the ''Server requires authentication'' option is selected.
-==== Check settings ==== <!--T:29-->
+* To secure the connection immediately upon establishment, select '''use an encrypted connection (TLS)'''.
-Use the ''Check settings'' button to verify the correctness of your SMTP settings.
-== Password Recovery Template == <!--T:30-->
+==== Server requires authentication ====
+Indicate whether client authentication is required for the SMTP server.
+==== Username ====
+The username for SMTP client authentication. Required if ''Server requires authentication'' is enabled.
+==== Password ====
+The password for SMTP client authentication. Required if ''Server requires authentication'' is enabled.
+==== Check settings ====
+Use the ''Check settings'' button to verify your SMTP settings.
+=== Protocol: MS Graph ===
+When the ''protocol'' option is set to ''MS Graph'', the following properties are required.
+{{Note|
+In order to use ''MS Graph'' as a protocol option, your service provider must:
+* Configure your contact center to use the centralized internal email service.
+* Enable Microsoft Graph API support.
+}}
+[[File:MSGraph-Config-535.png|thumb|600px|center|Email Settings > MS Graph Configuration]]
+==== Connect account ====
+Click ''Connect account'' to open a Microsoft login window. Log in to your account and authorize the application to send emails on your behalf. If you are already signed in, the system may automatically detect your active session. Once connected, the ''Tenant sender email address'' and ''Tenant sender display name'' fields are automatically populated. For more information, see [[Contact-center-administrator-guide/ApplicationNotes/MSGraph|How to Configure Microsoft Email Account Access Using Microsoft Graph]].
+==== Tenant sender email address ====
+Indicates the address that will send system emails.
+==== Tenant sender display name ====
+Indicates the name of the sender of system emails.
+==== Check settings ====
+Click to verify the MS Graph settings.
+== Password Recovery Template ==
 To configure a template for password reset instructions, select '''Password Recovery Template''' from the ''Email Settings'' menu.
-<!--T:31-->
 [[File:contact-center-administrator-guide-image47.jpeg|thumb|800px|center|Email Settings &gt; Password Recovery Template]]
-=== Password Recovery Template Screen Properties === <!--T:32-->
+=== Password Recovery Template Screen Properties ===
 The ''Password Recovery Template'' screen properties are described as follows.
-==== Subject ==== <!--T:33-->
+==== Subject ====
 This setting specifies the text that will appear in the ''Subject'' field of the emails with password reset instructions.
-==== Message ==== <!--T:34-->
+==== Message ====
 This setting specifies the text that will appear in the body of the emails with password reset instructions.
-<!--T:35-->
 You can use the following variables in this text:
 * ''$(FIRST)'' for the first name of the email recipient
@@ Line 121: / Line 141: @@
-== Chat Transcript Template == <!--T:36-->
+== Chat Transcript Template ==
-To configure a system-wide template for chat transcripts, select '''Chat Transcript Template''' from the ''Email Settings'' menu. Note that it is possible to configure chat transcript templates per [[Contact-center-administrator-guide/ScenarioEntries/MessagingChat#Chat_transcript_template|Scenario Entry]].
+To configure a template for chat transcripts, select '''Chat Transcript Template''' from the ''Email Settings'' menu.
-<!--T:37-->
-In order for transcripts to be emailed, you will need the following:
-* '''A configured SMTP server''' - In order for the system to automatically send emails, you will need complete [[Contact-center-administrator-guide/CallCenterConfiguration/EmailSettings#SMTP_Configuration|SMTP Configuration]].
-* '''A configured [[Chat-widget-configuration-guide/ContactTab#Pre-Chat_Form_Configuration|pre-chat form]] with an email field''' - Transcripts are emailed to the address(es) specified in fields containing the variable [[Scenario-builder-reference-guide/VariablesandExpressions/Variables#.24.28item.email.29|$(item.email)]] when the session ends.
-* '''A chat scenario containing $(item.sendTranscript)''' - In the corresponding chat scenario, you must include a [[Scenario-builder-reference-guide/ScenarioBlocks/SetVariable|Set Variable]] scenario block with the variable [[Scenario-builder-reference-guide/VariablesandExpressions/Variables#.24.28item.sendTranscript.29|$(item.sendTranscript)]]; the value must be set to '''1''' in order for the transcript to send.
-<!--T:38-->
 [[File:contact-center-administrator-guide-image48.jpeg|thumb|800px|center|Email Settings &gt; Chat Transcript Template]]
-=== Chat Transcript Template Screen Properties === <!--T:39-->
+=== Chat Transcript Template Screen Properties ===
 The ''Chat Transcript Template'' screen properties are described as follows.
-==== System sender display name ==== <!--T:40-->
+==== System sender display name ====
 This is the name that will appear in the ''From'' field of the emails with chat transcripts. This setting is mandatory for sending emails with chat transcripts.
-==== System sender email address ==== <!--T:41-->
+==== System sender email address ====
 The ''Sender email address'' will appear in the ''From'' field of the emails with chat transcripts. This setting is mandatory for sending emails with chat transcripts.
-==== Subject ==== <!--T:42-->
+==== Subject ====
 This setting specifies the text that will appear in the ''Subject'' field of the emails with chat transcripts.
-==== Message ==== <!--T:43-->
+==== Message ====
 This setting specifies the text that will appear in the body of the emails with chat transcripts.
-<!--T:44-->
 You can use the following variables in this text:
 * ''$(FIRST)'' for the first name of the email recipient
@@ Line 157: / Line 169: @@
 * ''$(CHAT_TRANSCRIPT)'' for chat transcript
 * ''$(TENANT_NAME)'' for your business name as it is registered with your service provider
-</translate>