Email Arrived
When an email arrives, this node executes.
When an email arrives, this node executes.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Email To | 0 or 1 | String | An optional variable in which to store the email’s ID (such as the recipient’s email address) so that it can be accessed later on in the email flow. |
| Email From | 0 or 1 | String | An optional variable in which to store the sender’s email address so that it can be accessed later on in the email flow. |
| Email Subject | 0 or 1 | String | An optional variable in which to store the email subject so that it can be accessed later on in the email flow. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
Branch On Email
This node type allows branching based on the content of a specific field: the To address, the From address, the Subject, or the email body.
This node type allows branching based on the content of a specific field: the To address, the From address, the Subject, or the email body.
To branch on a specific field value, you need to add an optional branch by right-clicking on the node name and selecting Add “Match” Branch.
To set the branch parameters (check type, match type and match value), select the new branch by left-clicking on the branch.
There are no parameters for this node type.
The following branches can be taken:
| Branch | How many? | Type | Description |
| Match | 1 to 30 | The branch to take if a specific field is matched. | |
| Check Type | Enum | The type of field to match: From, To, Subject or Body. | |
| Match Type | Enum | The type of match: Equals or Contains. | |
| Match Value | String | The string to match. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. | |
| No Match | 1 | The branch to take if no other branches match. |
Email Auto Reply
This node type allows an automatic response to be sent to the customer, acknowledging that the email has been received and will be dealt with.
This node type allows an automatic response to be sent to the customer, acknowledging that the email has been received and will be dealt with.
When an email is received, it is placed in a queue to be passed to an agent to be handled. The customer who sent the email does not get an acknowledgement that their email has been received until the agent responds directly. As agent response times are usually longer for emails, customers may not get a response as quickly as they would with a call or chat. Auto-replies manage the customers’ expectations and confirm that their emails have been received.
The node type takes a standard text block and sends it back to an SMTP server for delivery to the customer.
Note: This node is placed ideally between an Email Arrived node and a Queue Email node.
The email flow could be configured to send different auto-reply messages at different times of the day.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| SMTP Server | 1 | The SMTP server via which auto-replies are sent. The node type sends the auto-reply message to this SMTP server, which then delivers it to the customer. Note: The auto-reply is set per incoming email server (IMAP), not per email queue. However, the email flow could be configured to subsequently enable it on a per-queue basis. The SMTP servers that are available to use are defined by a company administrator in the Administrator Portal (Email > Email Servers). | |
| Email Template | 1 | The text block to use for the auto-reply message. The text blocks that are available to use are defined by a company administrator in the Administrator Portal (Agent Assets > Text Blocks). | |
| From Email Address | 0 or 1 | String | An optional “From” address to display in the email auto-reply header. If this is not specified, one of the following parameters (if configured by a company administrator in the Administrator Portal) is used: The From Email Address of the selected text block (Agent Assets > Text Blocks) The User address associated with the SMTP server account (Email > Email Servers). If necessary, multiple “From” addresses could be supported in the email flow, by placing multiple Email Auto Reply nodes, each using a different SMTP server (with a different From Email Address specified). Note: If required, this parameter for can be set to User-configurable so that it can accept a value specified by a company administrator using the Administrator Portal. For more information, see Adding user-configurable values. |
| Email Subject | 0 or 1 | String | An optional subject line to display in the email auto-reply header. If this is not specified, one of the following is used: The Subject parameter of the selected text block, if configured by a company administrator in the Administrator Portal (Agent Assets > Text Blocks) The default subject, which is Re: followed by the subject line in the received email. Note: If required, this parameter for can be set to User-configurable so that it can accept a value specified by a company administrator using the Administrator Portal. For more information, see Adding user-configurable values. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
Queue Email
This node type allows an email to be queued for delivery to an agent with the required skill if it cannot be answered immediately.
This node type allows an email to be queued for delivery to an agent with the required skill if it cannot be answered immediately.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Queue | 1 | Queue | The email queue to join. Note: If required, this parameter for can be set to User-configurable so that it can accept a value specified by a company administrator using the Administrator Portal. For more information, see Adding user-configurable values. |