Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Public Resources/ Managing Emails
Updated on 2025-11-07 GMT+08:00
View PDF
Share

Managing Emails

A tenant administrator can view and manage customer emails and forward emails to specified employees on the Email page.

Prerequisites

  • You have configured an available email channel and received customer emails.
  • Some operations under the current menu are controlled by separate permissions. If related operation permissions are not configured, the corresponding operations are not supported. For details about the operation permissions that can be configured separately, see Table 1.
  • Manageable emails are subject to OUs.
    • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, OUs that can be accessed by the current operation account are available.
    • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, OUs that can be accessed by the current operation account and the OU to which the current operation account belongs and its sub-OUs are available.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Contact History > Email. All emails on the current day are displayed in the inbox by default.

    Click Download corresponding to an email and click Yes in the confirmation dialog box that is displayed to download the attachment.

    The downloaded data contains personal data. Exercise caution when processing the downloaded data to prevent personal data leakage and abuse.

  2. Create an inbox catalog for employee A.

    1. Hover the pointer over Inbox, click , and create a catalog named Employee A.
    2. Click Save.

  3. Move emails to the Employee A catalog.

    1. Select the emails to be moved.
    2. Click Batch Operation, choose Move, and select the Employee A catalog.
    3. Click Confirm.

  4. Assign an email to employee A.

    1. Click the Employee A catalog in the inbox.
    2. Select the check boxes of the emails to be assigned.
    3. Click Assign. The configuration page is displayed.
    4. Click the Agent tab and select employee A in a skill queue.

      If you select a skill queue on the Skill Queue tab page, the system randomly allocates a call to an agent in the skill queue.

    5. Click OK.

      After the assignment is successful, employee A is the handler.

  5. View all email forwarding records of the tenant.

    1. Click the Forwarding Record tab.
    2. Click the email title to view the email details.

      The value cannot be modified.