No documentation that I am aware of yet. 8x8 ran a "Blended Interactions" beta program last year. Allegedly this was postponed til April sometime. The 2 key changes this makes is;
a) Emails are replied to on the left in a new panel with a tinymce style formatting ribbon with browser supported spellcheck. More modern appearance.
b) Agents will be able to receive email interactions and phone interactions simultaneously. The status quo has made the email adoption awkward for us as we prioritise phones but still want agent to ten to emails.
Apparently, there will be some better email reporting too, but I have only heard, and not seen anything on paper yet!
Original Message:
Sent: 04-03-2024 00:18
From: Matthew Grant
Subject: 8x8 for Email Support?
Hi Ben, is there a summary of these proposed changes?
------------------------------
Matthew Grant
Original Message:
Sent: 04-02-2024 17:02
From: Ben Fischer
Subject: 8x8 for Email Support?
Happy to chat. DM me if needed!
In short, when we receive an email it's given a case number, ie 12345. When we respond, that reply is 12345.1, customer resply to that is 12345.2 all tracked under the case 12345 as followups. The case however can only be closed by 1 person, so it doesn't really track how many people have worked on the case in any reports.
There are some major changes which will affect email (for the better) rolling out in the next month, so hopefully something is also included about this.
------------------------------
Ben Fischer
Original Message:
Sent: 04-02-2024 13:42
From: Chris Masucci
Subject: 8x8 for Email Support?
Ben,
I'm thinking about implementing email in 8X8 and would love to connect. Our use case is there can be multiple back and forths with the customer would love to know how that is handled.
Chris Masucci
------------------------------
Chris Masucci
Original Message:
Sent: 10-23-2023 07:00
From: Chris Crombie
Subject: 8x8 for Email Support?
Hi Ben
Thank you for the feedback, I'm the product manager for the email channel in 8x8, we currently doing work on email, where there will be a new UI experience that is due to be released next month, also we are introducing a beta program where you can blend interactions together if you want agents to take email and voice together.
As you have a lot of queries on here, some of which already we have in the platform, and others I would like to get a bit more detail on, would you be free to have a call to go through these items? Then also I will add the updates here so others can see the responses.
Thanks
Chris Crombie
------------------------------
ChrisCrombie
Original Message:
Sent: 10-15-2023 23:25
From: Ben Fischer
Subject: 8x8 for Email Support?
Who uses Contact Center for their Email Channels? Keen to hear your experience with it!
We have rolled it out to one department so far with the aim to onboard the whole company but OMG there are some massive lackings. Some of the superficial issues I have come up against are;
- Not being able to customise the columns of which data is shown on the main email window
- Not being able to add multiple signatures with logos
- Not being able to maximise the email content window
- Not being able to enable spell check
- Not being able to use %variables% to auto insert Agent Name or Customer Name in Knowledge Base/FAQ inserts (using these for signatures poorly)
- Not being able to view/edit without taking ownership
- Not being able to pull from the Email Queue while on "Available"
- Having to add every user individually to be able to pull emails
- Unassigned emails do not show in Customer Experience > Digital Channels
- CRM API doe not support a trigger on case "Close"
Is there a plan to uplift this area of 8x8 in the near future?
For what it's worth, we'll be dealing with 200-300 inbound emails a day across our channels.
------------------------------
Ben Fischer
------------------------------