Managing Emails

Prerequisites

You have configured an available email channel and received customer emails.

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.