Setting outbound email addresses for Outbound agents

While the primary focus of the Outbound interface is calling, you can create message templates and  associate them with outcomes. If an agent selects one of those outcomes, an email is created based on the template. This article describes the options for setting the sender address in an email template. For more information about creating message templates see Message templates overview.

Template settings

Templates allow you to prepare emails that will be sent to your contacts. The emails are generated when an agent selects an outcome that is associated with a template. 

To create an email template, in your Admin account:

1. Go to the Settings page.
2. Go to the Message templates subpage.
3. Click the Create Email template button.
4. Type a Template name.

Sender email address

5. There are two ways to define the Sender email address:

• • If you want the email to be sent from the same address, regardless of which agent sends the message, simply type the address in the Sender email address field.
    This should be a group or generic email address, such as CustomerService@example.com. Any replies the contact sends to messages based on this template will go to that email address.
  • Select an email address relating to the agent sending that message. This might be an address specific to the agent, but may be a group mailbox. 
    There are three different types of email address the agent might have, see the Agent settings section, below.
    To select one of them, for the Sender email address field, click the Dynamic fields drop-down list and select the appropriate option.

After selecting the sender email address:

6. Complete other template details.
7. Click the Create button.

Agent settings

There are three types of email address you can record in an agent's account.

• The agent's Email. This email address can be used in message templates, but is also used for other purposes. It should be the agent's primary email address at your company, and is the email address used for single sign-on (if you are using SSO) or for automatic password resets (if you enable them).
• The agent's Outbound email address. This is the primary address for email sending in Outbound. It might be the address of a group mail account, or personalised to the agent. It can be used in a template whichever project the agent is working on.
• The agent's Project emails. These can be added to set a different email address for the agent for each project they have access to. If you have multiple projects, each selling products on behalf of different companies, this lets your agent have an email address for each different company.

To change any of the email addresses for an agent, in your Admin account:

1. Go to the Users page.
2. Go to the User list subpage.
3. If necessary, search for the agent you wish to update.
4. Click the agent's name to edit their account details.

Agent's outbound email address

5. In the User account information section, type the agent's Outbound email address.

Agent's email address

6. In the Contact information section, type the Email address. 

Agent's project email address

The final type of email address cannot be set when you are creating the agent account, and can only be added after you have assigned the agent access rights to one or more projects.

7. In the Project emails section, click the Add email button.
8. Type the Email address.
9. Click the Project drop-down list and select the project this email address should be associated with. Only projects that you have granted the agent access rights to will appear in this drop-down.

10. Repeat as needed for all projects you want to define an email address for.
11. Click the Save button in the top right when done