Product » Email

Discover the main features of the Email Channel!

The XCALLY Motion Email Channel allows you to define the Email Accounts that Agents, belonging to specific Email Queues, will use to send and receive Email messages to/from customers.

BOOK A FREE TRIAL

The advantages of an integrated email channel

The Client and the Agent may exchange e-mail messages (including files, emoticons, pictures, etc.), with the following benefits:

The customer may use standard e-mail systems
Agent interaction occurs within the common environment of XCALLY Motion
The agent can handle several types of interaction at the same time
The content of the interaction is shared, easily retrievable and managed
All customer information is stored in the Contact Manager and the Customer Journey
All interactions with your customers are stored in one place and can be filtered by tag, status, account, date, agent.

This way you can provide more efficient customer service!

Main features

Routing

Addresses incoming e-mails to the specified apps (queues, agents, automatic reply, closing...).

Preconfigured responses

Use pre-configured answers to save time!

Internal notes

Agents and supervisors can write messages to share internal information with other agents.

Tag

Group interactions by Tag to simplify work.

Provisions

Inform the entire team of the outcome of the closed interaction by choosing the correct label.

Collaboration

Find out in real time who is actually on a ticket. You can easily contact another agent via the internal Messenger chat.

Preview

Get a preview of the last message, without opening the interaction.

Monitoring

Monitor all ongoing activities, and change their configuration if necessary, in real time.