Email solution operation scheme
Resources involved:
- Gmail
- Lynn
- Kyubo
Email solution architecture with Google Gmail
The email solution, not having a conversational interaction scheme, has some particularities that need to be explained:
- When an email arrives, a notification is generated that generates a session in Lynn (if there is agent or queue capacity). This session does not contain email data:
- Sender
- Subject
- Body
- Attachments
- It is possible to obtain email data from the Lynn flow using the extension module EMailBehaviorGetMessage. This is only necessary if you want to process the email, for example:
- Use artificial intelligence to determine the intent of the email and thus be able to transfer it to the most appropriate attention queue.
- Determine the sentiment of the email content.
- Obtain the relevant topics of the email.
- Generate a predetermined response to the email, for example: Receipt confirmation.
- When the interaction is transferred to an executive (the use of Kyubo is suggested since its interface is optimized to work with email time interactions).
- Possibility of editing the reply email subject
- Possibility of viewing related emails
- Possibility of ignoring the email and marking it as unread
- Possibility of putting a copy in the email
- Possibility of putting a hidden copy in the email
- Possibility of viewing email attachments or attaching something in response to the email.
- The Kyubo executive has the option of performing 3 actions with the email. These actions will be interpreted as follows:
- Action: Commit
- It is interpreted as the executive wants to send a response to the email.
- It is mandatory to place the extension module: EMailBehaviorCommitMessage in the flow. This extension module has the ability to interpret the Commit action of the executive and interact with Gmail to send the response to the email.
- Action: Read
- It is interpreted as the executive wants to mark the email as read, but not generate any response to it.
- Action: Unread
- It is interpreted as the executive wants to mark this email as unread.
- It is mandatory to place the extension module: EMailBehaviorCommitMessage in the flow. This extension module has the ability to interpret the Unread action of the executive and interact with Gmail to mark the email as unread.
- It is important to understand that this action will cause the email to be captured again by Lynn and introduced into the attention flow unless there is no available processing capacity.
- This option can be disabled in the Tenant using the EMAIL_BEHAVIOUR_CAN_SET_AS_UNREAD configuration option located in the flow designer.
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These are the use cases for which this option could be used:
-- When the executive wants to postpone the processing of an email due to the closing of business hours or because there is no information available to generate a response.
-- When the executive must make an emergency disconnection of Kyubo.
General considerations of the email solution operation
- Lynn tries to keep the email queue in her memory to a minimum by using a capture algorithm that takes into account the number of available executives in Kyubo for the Tenant. This causes emails not to be retrieved from the mailbox in the following cases:
- There are no connected executives
- There are connected executives, but they do not have available capacity for attention or are in NotReady state.
- Default email interactions have a timeout of 4 hours. This option can be overridden using the configuration option: EMAIL_BEHAVIOR_INACTIVITY_TIMEOUT located in the flow designer.
- If an email interaction is deleted or reaches its timeout without a response from an executive, Lynn will automatically mark it as unread.
- In cases where it is necessary to retrieve email interactions from the mailbox without having agent capacity available, the EMAIL_BEHAVIOUR_CAN_GET_WITH_NO_AGENT_CAPACITY configuration option located in the flow designer can be used.
Important ❕ In this case, Lynn can queue a maximum of 10 email interactions.