Handling Emails

Handling Emails Articles

How to view incoming emails

Note: An Enterprise subscription is required.

On the left pane of the desktop Operator Client, open the Email folder.

Result: The left pane is populated with Email folders. The upper-right area displays a list of email threads for the selected email folder.
From the list of Emails threads, select the item you want to view.
Tip: You may need to use the folder structure on the left to navigate to the desired item.
In the main pane, select the Email tab.
Tip: If more than one email is in the thread, you can select the email you want in the Emails box on the Email tab.

Tip: To view email threads that share the same user email address, click the Email History tab on the Email service interface.

How to trace back email routing history

Gain insight into how a particular email was routed by operators, the Rules Engine or the email ACD.

Note: An Enterprise subscription is required.

On the left pane of the desktop Operator Client, open the Email folder.
Result: The left pane is populated with Email folders. The upper-right area displays a list of email threads for the selected email folder.
From the list of Emails threads, select the item you want to view.
Tip: You may need to use the folder structure on the left to navigate to the desired item.
Navigate to the Rule Applied section in the Details or Email History > Details tabs.
Tip: You can also display trace information by adding the Applied Rule ID and Applied Rule Name fields to the Dashboard. See also Add/Remove fields.

Result: You can trace back thread history using the information displayed.

How to answer an email

Note: An Enterprise subscription is required.

Select the email thread (see How to view incoming emails).
From the email thread in the main pane, select the email to respond to.
Above the email details (Date, From, To, Subject), click Reply (single email icon).
Note: There is no limit on the length of an email's subject when you create a new email, but you should consider that messages with concise subjects are more likely to be read.
Enter the response, then, above the email details, click Send this email (single email icon).

Tip: When composing an email, the To, CC, and BCC fields remember email addresses used in the past. The list is maintained per-operator and is initially empty. To manage the remembered list, right-click the drop-down to delete a single addresses or the entire list.

Tip: To manage email signatures that you can insert in your emails and edit before sending, go to Setup > My Email Signature Setup. Proper permission may be required from your BoldChat administrator before you can manage your own signatures.

How to search for an email

Note: An Enterprise subscription is required.

On the left pane of the desktop Operator Client, open the Email folder.
Result: The left pane is updated with Email folders. The upper-right area displays a list of email threads for the selected email folder.
In the upper-right corner, above the list of email threads, click the Search icon (binoculars).
Result: The Search Emails window is shown.
Enter the keyword to search for and any extra criteria.
Click Go.
Result: A list of matching results is displayed on the left.
Select a result on the left for the full details to be displayed on the right.
Result: The displayed email can now be answered or managed as usual.

Announcements

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels.

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community.

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).