1. Customer Service Email Account Configuration

Administrators can add, edit, or delete customer service email accounts with the following simple steps. Key capabilities:

• Support multiple mailboxes per user to handle scenarios such as pre-sales / after-sales or multiple product lines.
• Support binding any mailbox that uses standard IMAP or POP protocols for broad compatibility.
• Support intelligent mailbox binding: administrators only need to enter basic information to complete binding.

Add a new mailbox account as shown below. You can view all mailbox accounts in the list.

picture coming soon:

In most cases you can complete binding by entering only the email address and password. In some cases an advanced configuration page will appear that requires additional server parameters. Consult your IT administrator or your email provider’s documentation for the required settings.

picture coming soon: Configuration: Mailbox Settings

2. Customer Service Email Routing Rules

Administrators can configure how incoming emails route among customer service agents. Key capabilities:

• Each routing rule can apply to one or more customer service mailbox accounts to support complex service scenarios.
• Each routing rule can map one or more mailboxes to one or more customer service groups with a simple selection operation.
• Support setting mailbox intake conditions so the system automatically routes conversations of different types to specific mailboxes and agents.

• Support a variety of conversation assignment strategies:

  • Load-based assignment: assign to the agent with the fewest active conversations.
  • Round-robin assignment: rotate through agents in the selected group in order.
  • Idle-first assignment: prioritize the agent with the fewest conversations received that day.
  • Assign by Account owner: route the incoming email to the assigned Account owner; the owner must be in the customer service group.
  • Assign by Contact owner: route the incoming email to the assigned Contact owner; the owner must be in the customer service group.
  • When no specific Account or Contact owner is applicable, prioritize the last-handling agent to maintain a consistent, high-quality customer experience.

Note: Complete the above configuration for the mailbox to appear in the Customer Service workspace.

3. Customer Service Email Settings

Administrators can configure default reply Subject and footer for outbound messages. Agents will not need to re-enter these details for each reply, improving efficiency and ensuring consistent corporate email standards and a professional brand image.

picture coming soon:

picture coming soon:

4. Workspace Extended Information

Administrators can customize extended information shown in the workspace, such as visitors and their related Work Orders, Orders, or other records. The system will automatically display matched information in the workspace sidebar to help agents quickly review customer context, improve service quality, and raise customer satisfaction.

picture coming soon:

5. Sample Agent Handling Screens

Examples of the agent handling interface:

picture coming soon:

picture coming soon: