Overview
For emails in 8x8, there are now 2 ways that they can work, Email in Agent Workspace, and Email in Native CRM. This guide will show how those 2 methods are used, and answer some FAQs customers might have.
Applies To
- 8x8 Contact Center
- Email in Agent Workspace
Email in Agent Workspace (new experience)
This is where emails are accepted and worked on within Agent Workspace (the panel on the left). For more information, check out the user guide on Email in Agent Workspace.
Email in Native CRM
This is where emails are accepted on the right handside and worked on in the native CRM. For more information, check out the user guide on Email in Native CRM.
FAQs
Why can I no longer have emails in both sections?
When this feature was deployed, there was a delay in being fully rolled out, which meant that they both worked together, now that is no longer possible.
How do I pick which one I want?
If you want to accept emails on the left hand side in Agent Workspace, the same as you accept chats, please tick this option in configuration manager. If you want to work on the right hand side in the native CRM, leave this box unticked.
After I’ve switched off Email in Agent Workspace, I can no longer see the option in the plus sign to create a new email?
The feature where you see the plus sign is only available if the Agent Workspace option is switched on.
I want to change back so I can use both email experiences together?
That is not possible, it needs to be one or the other.
Does this mean that when using Email in Agent Workspace, the response will now go into the CRM?
This has now been fixed, and responses using the Email in Agent Workspace will now also show in the Native CRM.
While working in Agent Workspace, my agents do not have enough space to see the email?
If you use the drag option, you can give more space to the agent than they have in the old experience.
Then the workspace is larger to work in.