1. Customer Service Email Account Configuration

Administrators can easily configure customer service email accounts by following these simple steps to add, modify, or delete accounts. Key capabilities include:

• Support for setting up multiple email accounts to handle complex business scenarios such as pre-sales/post-sales or multiple product lines
• Compatibility with all email services supporting standard IMAP or POP protocols, ensuring broad applicability
• Intelligent email binding that requires minimal information input from administrators

To add a new email account (as shown below), administrators can view all configured accounts in the list:

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In most cases, simply entering the email address and password completes the binding process. For certain configurations requiring advanced server parameters (shown below), we recommend consulting your IT administrator or referring to the Service Provider’s official documentation for guidance.

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Email Configuration

2. Customer Service Email Distribution Rules

Administrators can configure email routing workflows among support staff through these straightforward steps. Key features include:

• Flexible application of rules to one or multiple email accounts to accommodate complex service scenarios
• Simple mapping between email accounts and support teams through intuitive selection
• Conditional email routing that automatically directs conversations to appropriate teams based on customer categories
• Comprehensive distribution rule types:
  • Load Balancing: Prioritizes agents with the fewest active conversations
  • Round Robin: Distributes emails sequentially among all eligible agents
  • Idle Rate: Prioritizes agents with the lowest daily conversation volume
  • Account Owner Routing: Directs emails to the assigned Account owner (must be in support team)
  • Contact Owner Routing: Routes emails to the Contact’s owner (must be in support team)
  • Last Agent Priority: In non-owner routing modes, prioritizes the previous agent for continuity

Note: Configured email accounts will only appear in the service console after completing these settings.

3. Customer Service Email Templates

Administrators can efficiently configure standardized email Subjects and footers for agent replies. This eliminates repetitive editing while maintaining corporate branding and professional communication standards.

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4. Workspace Extension Configuration

Administrators can customize workspace extensions to display visitor-related information such as associated Work Orders and Products. System-matched data automatically appears in the sidebar, enabling agents to quickly access customer context and enhance service quality.

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5. Agent Interface Demonstration

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