Emails

Evo Voice supports Email functionality similarly to SMS messages, allowing you to manage incoming emails and engage with senders through flows and chat sessions.

Overview of Email Functionality

1. Create a New Email Endpoint

2. Assign a Flow to the Email Endpoint

3. Process Incoming Emails Using Nodes in the Flow

   • Optionally, establish a chat session between the sender and an agent.

Step 1: Create an Email Endpoint

1. Navigate to Endpoints

   • Go to the Endpoints section and click New Endpoint > Email Address.

2. Configure the Email Address

   • Associate with a Customer: Link the email to a specific customer.

   • Specify a Prefix: Define a prefix that will be prepended to the email address.

     • Example: A prefix of "cats" may create an address like [email protected].

   • Note: You cannot use custom email addresses in Evo Voice; only system-generated ones are supported.

3. Save the Email Endpoint

   • Once created, assign it to a Flow for processing incoming emails.

Using Your Own Email Address

• Evo Voice does not allow direct use of your custom email addresses.

• To integrate your email, set up a forwarding rule in your email manager to redirect messages to the Evo Voice-assigned email address.

Step 2: Set Up a Simple Email Flow

1. Create a New Flow

   • Assign your newly created email endpoint to a Flow.

   • Configure the Flow to handle incoming emails.

2. Example Flow

   • Incoming emails to the assigned address trigger a reply from the system:

     Incoming Email:

     [email protected]

     Reply:

     "Thank you for contacting us. We will respond shortly."

Step 3: Set Up an Email Chat Flow

1. Create a Chat Flow

   • Configure the Flow to establish a chat session between the email sender and an agent.

2. Example Configuration

   • Incoming emails to the endpoint trigger a chat session with an agent (e.g., Una).

   • When an email is received:

     • The sender is placed into a chat with Una.

     • Una can reply directly, and the response is sent back to the sender via email.

3. Sample Interaction

   • Sender's Email:

     "Hello, I need assistance."

   • Agent's Reply (via Una):

     "Thank you for reaching out. How can I help you today?"

This back-and-forth continues until:

• The sender types EXIT to end the conversation.

• The agent ends the conversation through the app.

Key Points to Remember

• Evo Voice assigns system-generated email addresses based on your specified prefix.

• Forwarding rules are necessary to use your custom email address with Evo Voice.

• Email flows operate similarly to chat channels, enabling seamless communication with users.

• Chat sessions initiated via email can be managed just like other chat-based interactions in Evo Voice.

By following these steps, you can efficiently handle emails and interact with senders using Evo Voice's email functionality.