Live Agent Engine Email

Overview

Live Agent Engine Email allows you to handle requests coming in via email using your Live Agent Engine Platform. With this functionality, you can manage live agent chat conversations and your email support queue in the same location.

All the conversations received via email will be stored in a separate inbox, making it easy for live agents to identify incoming emails and respond accordingly.

How it Works

• Live agents can receive and respond to requests coming in via email using the Live Agent Engine.

• Upon receiving an email, an automatic message is sent to the customer to let the customer know that the client will process and answer the email.

• Live agents can add automatic signatures in the Live Agent Engine platform.

• Managers can change an auto-response message using the Response Editor.

• Live agents can respond to email conversations through the Live Agent Engine mobile app.

Benefits

• Having all communication channels in one platform allows you to respond to customer inquiries more efficiently. This results in faster resolution times.

• With email support in the Live Agent Engine, all customer data is centralized in one platform. This makes it easier for you to manage and analyze customer data, identify trends, and make data-driven decisions using the Satisfi Labs Dashboard.

Feature Limitations

• This release will not have any AI associated with Email traffic.

• When end users receive emails from the Live Agent Engine, the email will only have the current response and no reference to the thread of previous messages.

• No buttons or quick replies are available.

• The concept of working hours is not applicable. The Live Agent Engine Email conversations will be added as queue messages on a separate Inbox, and once an agent is available, they can respond.

Pricing

Live Agent Engine Email is included in the subscription.