Learn how to personalize the actions an Agent can perform when processing an email
If you are an existing user of email within Engage, you will need to speak to your Customer Success Manager to upgrade to the new email functionality listed within this article.
Engage offers a range of actions that an Agent can perform when processing an email.
Depending on the Workflow configured by Admins, an Agent may be able to:
Reply to the email
Reply all to the email
Forward the email
Add/edit CC recipients
Add/edit BCC recipients
How to manage the actions available to Agents
Login to Engage as an Admin
Navigate to the Settings page
Select the Workflows tab
On the relevant Workflow, click the Edit Workflow button
Scroll down to the General Email Settings section
| Setting | Description |
|-------------------------- |----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Reply From Email Address | This controls the email address that will be displayed to recipients as the 'From' address when they receive an email from your Agents Note that the email must first be verified within AWS Pinpoint. Click here to learn more. |
| Reply From Name | This controls the name that will be displayed to recipients as the 'From' address when they receive an email from your Agents Note that the email must first be verified within AWS Pinpoint. Click here to learn more. |
| Enable CCs | Allows an agent to add and edit the CC recipients for an email. |
| Email attachments | Allows an agent to add an attachment to an email Click here to learn more. |
| Automatic BCC | Adds a BCC recipient on all emails (within the Workflows) as a default. Agents cannot change, edit or see this BCC. Click here to learn more. |
| Default reply behaviour | Controls whether an agent can Reply and/or Reply All to an email. - Setting Agents can choose will give the Agent the option to either Reply or Reply All - Setting Reply will only allow an Agent to Reply to the email - they will not be able to Reply All - Setting Reply All will only allow an Agent to Reply All to the email - they will not be able to Reply |
| Email Forwarding | Controls whether an agent can Forward emails. Note that if Email Forwarding is enabled, an Agent can add any email address as the new recipient. |
