latest:Contact-center-administrator-guide/CallCenterConfiguration/EmailSettings

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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.

Email Settings > SMTP Configuration

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.

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 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.

Email Settings > Password Recovery Template

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.

Email Settings > Chat Transcript Template

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 >