With EmailConnect, 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.
EmailConnect 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 EmailConnect
Increase agent efficiency through a better email management tool
EmailConnect 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
EmailConnect 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 EmailConnect 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 “EmailConnect Setup” below.
Easy setup & onboarding
Brands can set-up EmailConnect 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.
EmailConnect is quickly developing to expand our capability and increase the benefits to brands. Upcoming capabilities will include:
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 Deflection — With each email response, consumer is given an opportunity to switch from email to brands preferred messaging channels - WhatsApp and SMS.
Please note: EmailConnect provides brands with the ability to immediately support a single email address in LiveEngage. More features coming soon.
To setup EmailConnect, your account must have Messaging and Liveperson Functions enabled.
Step 1: Connect your email in LiveEngage
There are two ways to launch EmailConnect set up page:
Option 1 Email Connect Setup via DataSources.
Login to LiveEngage and click the Campaigns icon located in the left navigation bar. Click on Data Sources in the Campaigns footnote.
Click the Connect button in the Email Connect tile. The Email Connect setup screen will open automatically in a separate browser tab.
Option 2 Email Connect Setup via LiveEngage Applications
Login to LiveEngage and click LiveEngage Applications menu at the bottom left of your screen.
Click EmailConnect. The Email Connect setup screen will automatically open in a separate browser tab.
Step 2: Provide your email credentials to setup your email
Prerequisites to setting up your email
Email address must be configured as below:
- IMAP must be enabled.
- Multi factor authentication must be disabled. “Less secure apps” must be enabled for Gmail accounts.
- Standard IMAP settings: IMAP, port 993, SSL enabled.
- Standard SMTP settings: SMTP, port 587, SSL disabled.
Follow the instructions on the screen to save your email configuration details.
Step 3: Save email configuration and skill settings
Click Test Connection and then click Save
Step 4 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.
EmailConnect service will wait for 10 minutes before start polling emails from Brand’s configured email address. It may take upto 10 minutes for brand to see the first email in LiveEngage.
Step 5: Setup for file attachments (optional)
Email Connect uses Agent and Consumer File Sharing feature and supports these file types - JPEG, JPG, PNG, GIF, PDF, DOCx, XLSx, and PPTx.
To enable file attachments, please contact your LivePerson account team.
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:
Configure Auto-Response Text
Step 6 Add custom text in your preferred language
This custom text will be used as auto-response to consumer email when the same consumer has an existing open conversation in LiveEngage. You can use any language of your choice. Maximum number of characters limit is 1000.
Configure Email Header and Footer (Optional)
Prerequisities to setting up HTML header and footer
Please see the table at the bottom of the article for a list of allowed HTML elements and attributes. Every header and footer provided to Email Connect during the onboarding process is subjected to a security check. Deviating from this list could yield HTML that might be rejected by the Email Connect Setup.
Step 7: Download example HTML header and footer
Click on Download HTML example which will download .Zip file containing 3 Files: READ ME - How to create header and footer.pdf, EmailConnect_Header_Template.html, EmailConnect_Footer_Template.html.
Step 8: Upload HTML header
Click Upload and select your custom .html header file.
Step 9: Upload HTML footer
Click Upload and select your custom .html footer file.
Step 10: Save Email Header and Footer
Re-enter the password for your email, click Test Connection and click Save.
Agent Effectiveness reports are available for all email conversations to brand administrators and agent manager.
Step 11: Open Report Builder
Login to LiveEngage and click LiveEngage Applications menu at the bottom left of your screen. Click on Report Builder.
Step 12: Open Advanced Messaging Dashboard
Click on RunDashboard at the bottom left on the page.
Open Agent Effectiveness| Agent Analysis Report tab and select Email in the Source filter in the left panel.
Attributes and elements allowed as part of HTML
|html||n\a||Required, top-most element|
|body||bgcolor, width, style||Required, placed within the html element|
|table||align, bgcolor, cellpadding, cellspacing, border, height, width, style, color, class||Useful for creating a table in HTML that most email clients honor|
|tr||n\a||Used to define a row in a table|
|td||style||Used to define a column in a table|
|center||n\a||centers text in HTML|
|div||style||creates a division of section within HTML|
|a||href, target||creates an anchor tag for HTML links|
|img||src, width, height, alt, border||Creates an image within HTML (usually placed within an tag|
|font||face||specifies the font family|