Email

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Note

Email channel on the Live agent add-on currently only supports SMTP-based email assets on Webex Connect

After you finish provisioning your Business mailbox as a channel asset on Webex Connect, you will need to register it with WxEngage to use it for your business’s contact center use case. In addition to this, WxEngage will require a Connect service to deliver outbound emails from your contact center - so kindly make sure that you have created a service for registering your Business mailbox with Engage. You can find details about how to create a WxConnect servicehere. Follow the steps below to register your Business mail server with WxEngage:

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Supported Email Providers

Currently, only Gmail and O365 is supported by the Webex Connect platform for the Live Agent Add-on

Steps:

• Click on the ‘Manage' button of the Email channel asset you’d like to register

• Click on the ‘Register to Webex Engage’ button on the top right

• Choose the service that you created in the pre-requisite step and click on the ‘Register’ button.
• By default, your channel asset will be mapped to the ‘Default Team' on WxEngage. If you’d like to modify this or share this asset this multiple teams to enable transfers amongst teams/allow agent-initiated outbound comms from various teams, you can manage these configs from your Engage tenant’s Admin console. More details on how to manage your assets on Engage can be found here
• Once you see the success toast message on WxConnect, you can now log in to your WxEngage tenant to confirm that your Email channel asset has been synced and continue further contact center configs there.

As shown below, you will see a Webex Engage icon and a PCI check enabled flag next to the email asset once it's been successfully mapped with Webex Engage.

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Warning

• You cannot change the service mapping once done. Hence, the asset registration on Webex Contact Center should be done after the service to be used has been decided.
• Do not delete an Email asset once it's been registered with Webex Engage. Once deleted it cannot be restored. Doing so would lead to asset deletion within Webex Connect alone while the entry continues to be in Webex Engage.