September 13, 2023

Email 2.0: Some big (and small) improvements

We've released a new UI for Email, making it easier than ever for Agents to manage customer queries via the Email channel.

Using Workflows, Admins can now configure:

  • Email Actions, which allows Agents to Reply, Reply All, Forward and CC/BCC Emails
  • Automatic BCCs, which will ensure that all emails are sent to a specified Email address by default
  • Reply From Addresses, ensuring that Emails sent by Agents come from a relevant Email address