With Email Connect, brands can manage, analyze and respond to emails from the same command center that powers conversations on the world’s most popular messaging channels.
Brands can easily manage email conversations alongside conversations in messaging channels like Apple Business Chat, WhatsApp, SMS, Facebook Messenger, Web messaging and Google RBM, eliminating the need to switch between tools to respond to emails.
Email Connect utilizes the powerful features available with other LiveEngage messaging channels, including support for bots powered by Maven, predefined content, reporting and smart capacity.
Why brands should use Email Connect
Increase agent efficiency through a better email management tool
Email Connect increases agent efficiency by unifying operations so that agents can manage all messaging conversations, including email conversations, within LiveEngage instead of using a separate platform for handling consumer emails.
Single interface for all messaging
Agents handle emails in the same easy to use LiveEngage interface they use for all other messaging conversations, meaning the same set of agents can support email while they simultaneously support other messaging channels.
Use bots and automations for emails
Email Connect is fully compatible with LivePerson powered bots and AI, allowing brands to create email auto-responses or AI powered responses based on the content of emails.
Simple email replies using predefined content
Email Connect has access to the same predefined content tools that are available across other messaging channels. Agents can drop in predefined email text to provide polish to every email response.
Rich messaging capabilities
Send and receive email attachments using Email Connect making emailing a more visual experience, increasing communication efficiency and reducing time to resolution. Attachments include images, pdfs and Microsoft Word and Excel documents. This may require feature enablement by LivePerson - see “Email Connect Setup” below.
Easy setup & onboarding
Brands can set-up Email Connect in minutes by connecting to a company email address and uploading simple design elements, such as a header and footer (no tagging is required). Once the email address is set up, test the connection and then begin using Email Connect. Note that passwords are hidden and all your email credentials will be fully encrypted so that only you have access to them.
Email Connect is quickly developing to expand our capability and increase the benefits to brands. Upcoming capabilities will include:
- Custom templates for email replies — Brands will be able to add custom html headers and footers to their outbound emails in the Email Connect Setup page.
- File attachments settings — Admins will be able to turn on or off the ability to support attachments from email setup.
- Multiple email addresses — Brands will be able to add an unlimited number of email addresses to LiveEngage and even route each email address to a different skill. For example, you can route info@, support@ and sales@ to different skills, allowing specialized bots and agents to handle your email interactions.
Email Connect set up
To start using Email Connect, please sign up here.
Please note: Email Connect provides brands with the ability to immediately support a single email address in LiveEngage. More features coming soon.
Step 1: Connect your email in LiveEngage
Login to LiveEngage and click LiveEngage Applications menu at the bottom left of your screen.
Click Email Connect. The Email Connect setup screen will automatically open in a separate browser tab.
Step 2: Provide your email credentials to setup your email
Follow the instructions on the screen to save your email configuration details.
Step 3: Start receiving and responding to emails in LiveEngage
You can test your setup by sending an email from your email account to the email address you connected in LiveEngage. When the message shows up in LiveEngage, you can respond as an agent and see the response in the sender’s email account.
Step 4: Setup for file attachments (optional)
Sign up here to request LivePerson to turn on file attachments. Once you have received a response that this step is complete, you will need to change the following settings in LiveEngage.
Log into LiveEngage account as Administrator to enable following configuration:
- Select the 'Profiles' tab from the Users module
- Turn on the following settings for Agent and Agent Manager Profiles: