1. Introduction #
A Floatchat support system offers several advantages. It provides an asynchronous communication method, making it more convenient for users. They can send a message and continue with their tasks, checking for a response at their convenience. Unlike real-time conversations that can be interrupted or lost due to connectivity issues or switching to different web pages, Floatchat allows users to maintain the conversation flow. Additionally, Floatchat keeps a record of conversations, which can be stored and accessed later, unlike phone calls or web chats.
Floatchat recognizes the significance of email as the most widely used digital customer service channel, as stated by Forrester. However, a considerable number of companies, around 62%, do not respond to customer support emails, posing a risk to customer loyalty and satisfaction. Even for companies that do respond, the response time is often inadequate.
To address these challenges, Floatchat offers the flexibility of email as part of its omnichannel offering. This ensures that agents can efficiently view and respond to email queries alongside other channels without the need to monitor a separate email inbox. The email channel is available to accounts on the Business plan and above.
2. Conversation stitching #
In Floatchat, each conversation in the email channel is uniquely identified by an email message ID. Unlike non-email channels, which have only one conversation per user, the email channel allows for multiple conversations per user.
3. Setting up email channel #
To set up the email channel in Floatchat, go to the Configure > Deployment section. Provide an email ID that will be used to listen to incoming conversations, which will serve as the support email address. Floatchat generates a unique forwarding address for this email ID. To complete the setup, the customer needs to set up the generated email address as the forward email address for the support email.
Once a valid support email address is provided and the customer clicks “Next,” a forwarding address is generated and made available for copying. The alias follows the syntax: <10 char>@<customerdomain>.email@example.com
To finalize the setup, the customer needs to sign in to their email provider for the support email address and configure email forwarding using the generated forwarding address. In most cases, a validation email is received for services like Gmail and Yahoo, although it may not be required for Office365 or Exchange (testing is recommended). If a validation email is received, Floatchat automatically forwards it to the support email address. The customer should check their support email address for the verification email and follow the instructions to complete the process.
After verification, the customer can perform a test email setup to ensure that Floatchat is receiving incoming emails. This step is mandatory and marks the final step in completing the deployment. Additionally, the user can configure the response settings for emails sent from the OneView Inbox, including the sender name, allowing CC on email responses, specifying the email address to mark in BCC, and adding an email signature.
4. Configuring forwarding address on Gmail #
To set up the forwarding address on Gmail:
- Go to the forwarding tab under settings.
- Add the forwarding address generated in the email configuration of the Floatchat portal.
- A confirmation email will be received, which requires clicking on a link to complete the setup.
5. Configuring forwarding address on Outlook #
To set up the forwarding address on Outlook:
- Log in to your Outlook account.
- Click on the gear icon and select “View all outlook settings.”
- Go to email -> Rules.
- Create a new rule and choose the “Redirect to”
6. Receiving and composing an email in OneView Inbox #
When a user sends a new email to the support email address. This will be redirected to the forwarding address, from where it will be picked by Floatchat and made available to the preferred agent in his New request tab of one view inbox.
If there are no agents serving the category-email channel combination, the request will be redirected to the unassigned tab. The supervisor/owner can pick up the request and proactively assign it. If the unassigned request hasn’t been picked up, it will be auto-assigned once an agent starts catering to that category-email channel combination.
If the agents serving the category-email channel combination do not have available queues, the request will be redirected to the unassigned tab. The supervisor/owner can pick up the request and proactively assign it. If the unassigned request hasn’t been picked up, it will be auto-assigned once an agent catering to that category-email channel combination becomes available.
Email is an asynchronous channel and the online availability of the agent does not affect the email requests from coming into the inbox of the agent assigned through the routing logic
Clicking “Start Conversation” redirects the email message to the Active tab and the agent can begin composing the email by typing in the Respond box
The agent can compose an email in the Respond box of the conversation in the Active tab.
Once the agent clicks on the respond box, it becomes active. The agent is given the options to utilize the font toolbar, insert canned responses, delete the composed mail, and add an attachment
The To email address will be pre-populated with the user’s email address and cannot be edited. The email address will be the same as the previous email sent by the user. The same email address will be shown on the User Details panel as well.
If the owner/ supervisor has allowed agents to add cc emails in the response settings of configuration, then the agents will be able to add email addresses in the cc bar otherwise the cc bar isn’t provided
When the agent clicks on the 3 dot ellipses of the email body, then he is able to view the entire mail trail conversation
- All email conversations within the one view are displayed as cards. Clicking on them opens the respective email.
Agents can add attachments to the email by clicking on the attachment icon in the respond box.
Following are the supported/unsupported attachment types
File types allowed – .doc, .docx, .xls, .xlsx, .ppt, .pptx, .xps, .pdf, .ai, .psd, .dxf, .eps, .ps, .svg, .ttf, .zip, .rar, .tar, .gzip, .mp3, .mpeg, .wav, .ogg, .jpeg, .jpg, .png, .gif, .bmp, .tif, .webm, .mpeg4, .3gpp, .mov, .avi, .mpegps, .wmv, .flv, .txt, .csv, .tsv
File types not allowed as attachments – .ade, .adp, .apk, .appx, .appxbundle, .bat, .cab, .chm, .cmd, .com, .cpl, .dll, .dmg, .exe, .hta, .ins, .isp, .iso, .jar, .js, .jse, .lib, .lnk, .mde, .msc, .msi, .msix, .msixbundle, .msp, .mst, .nsh, .pif, .ps1, .scr, .sct, .shb, .sys, .vb, .vbe, .vbs, .vxd, .wsc, .wsf, .wsh
Max. attachment size – 25 MB and total attachment size – 25 MB
- The user and agent can add an inline image, either by drag/drop or directly pasting it into the email body
7. Canned Responses #
Canned Email Responses will available in the Configure > Live Chat > Email Responses section.
Only an Owner or supervisor can add a canned email response. Supervisors can use system attributes or other flow attributes in a canned email response.
An agent has the option to insert a canned email response while responding to a user. When the canned response is inserted, any attributes used are resolved automatically.
When the canned email response is inserted, it will replace the existing text. The agent can then edit the text as required.
Agents will be able to create canned responses from the one view inbox. This is similar to quick replies.