Hello All,
We are glad to inform you all that the SmartAssist v2.6.1 is Live now.
In our efforts to enhance and improve the product, we have implemented several updates to address essential features.
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We want to notify everyone that the dedicated SmartAssist email channel is being updated to utilize the existing email processing capabilities within the XO platform.
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The independent email functionality within SmartAssist is being gradually discontinued due to persistent long-term issues that present challenges for resolution.
How will this impact customers and proposals?
- They can use the replacement email channel for automation and agent transfer.
- We are actually adding additional enhancements specifically for e-mail channels that add functionality to better manage conversations.
Transition to Platform Email Channel for Email Interactions
SmartAssist now uses the platform email channel for email interactions allowing configured email addresses to be linked to the experience flow.
Standalone slots and dedicated conversation controls are created specifically for the email channel.
How to Add Email Channel ?
Please Click Here to access the instructions for adding the email channel.
- Upon adding the email channel to your virtual assistant (VA),Kore.ai will generate an email address for end-users to initiate communication with your assistant.
- By default, the email address follows the syntax of .kore@m..Example:
It might appear as myemail.kore@m.app-bots.kore.com - Alternatively, you have the option to click “Change” to customize the name, for example, changing it to MyBot.kore@m.app-bots.kore.com.
Note:
For the email channel, you have the flexibility to include up to 5000 characters.
This character limit can be adjusted for On-Prem installations.
When integrating the email channel into your VA, end-users can engage with it using commonly used email clients like Microsoft Outlook or Yahoo.
This improvement allows users to do the following:
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Configure email accounts, connect email to inbound flows as a communication channel, and leverage all the advanced functionalities of the experience flow, such as routing and integrating bots.
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Email interactions are accessible through the monitor tab and dashboard.
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With the newly introduced conversational status controls for the email channel, you can now configure and dispatch notifications and messages to both users and agents at significant stages in the email lifecycle.
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The console enhancement brings the familiar email conversation experience. Email interactions on the console comprise a threaded structure, collapsible email tiles, and a header bar that assists agents in navigating complex and lengthy email chains with the ease of familiarity associated with the traditional email conversation experience.
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We’ve also made adjustments to the email slot and user addition rules. You can now define a maximum of 15 email slots to enhance management and scalability.
Please Click Here, for more information on Conversation Status Control.