The Edify platform includes an internal knowledge base for contact centers to build articles for users. These articles can include product and service information, internal policy details, and more in order to better empower users to solve customer needs. Furthermore, Console Admins can assign tags to articles to signal the system to send an article to a user when a specific interaction enters a queue; this will remove the need for users to manually search for such articles in the Knowledge Base.
Use tags to group and prioritize interactions by a numerical weight. Tags are defined by positive and negative whole numbers making the higher the tag number, the higher the system weights (or prioritizes) that interaction. For example, the system will prioritize a tag with a weight of 35 higher than a tag with a weight of 10. This means the system will first deliver the interaction with a weight of 35 to the next available agent. Admins can assign tags to users, knowledge base articles, and workflows.
Tag prioritization is not an automatic setting in Queue. So, after tags are created and appropriately assigned to a user and/or knowledge base article(s), Admins must enable the tag routing process in each queue that will use this routing function.
NOTE: To see how to assign tags to a new knowledge base article, review the guide titled Creating Knowledge Base Articles.
Forward company email addresses into Edify to manage inbound email interactions through a specific queue. By managing email interactions through a queue, agents have access to the many benefits of a queue. More importantly, emails configured through Edify are routed through an ACD, or AID, before they are delivered to the agent. This benefit ensures customers receive the full omnichannel experience and all communication types are equally prioritized. However, before any inbound emails are routed into or outbound emails are sent out from Edify, the Huddle Admin must first configure the email in Console.
Use this section to set up the forwarding route between your company’s email account and the Edify platform and enable the appropriate queue for accepting inbound and outbound email interactions.
Create Email Route for Forwarding into Edify
Modify Email Configuration
Assign an Outbound Email Address to Queue
After emails are configured and verified in Console, the email address is ready for assignment to queues that need an outbound email address for outbound emails. Follow the below process for setting up each queue with the appropriate outbound email address.
Enable Email Tab in Queue
Enable the Email tab for queues that require agents to send outbound emails when resolving customer inquiries.
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