Configure a Digital Email Channel

Before completing the tasks on this page, you need to create a digital Any channel, contact, or skill associated with Digital Experience (DX). email channel Various voice and digital communication mediums that facilitate customer interactions in a contact center..

Configure Digital Email Channel Settings

After creating a NiCE CXone digital email channel, you can edit some of the settings. The following settings can be changed directly from the email channels list in NiCE CXone:

• Outbound flow: Click Activate or Deactivate, depending if you want the email channel to use outbound. If the channel displays Deactivate, that means outbound mail can be sent from that address.

• Force TLS: Click Activate or Deactivate. When active, mail from that address is only sent if the recipient's server is able to establish a secure connection. If a secure connection cannot be established, the mail is not sent and the address is stored as bounced.

  If you have a custom SMTP channel, this setting is found in the Email Support Tool > Configuration tab. NiCE CXone SMTP servers use rotated AWS KMS keys to encrypt your credentials at rest and in transit. Contact your account representative for more information about custom SMTP servers.

You can also click Edit to change the following settings:

• Channel Name: Enter the name you want to display internally in NiCE CXone.
• Set Display Name: Enter the name your contacts see in front of the From address to help them recognize you.
• Spam tag: Use the drop-down to select the tag you want to use for inbound spam emails. If you haven't created a tag for spam, you must do that first. When SES suspects an inbound email is spam, it flags the email before passing it through to NiCE CXone. You can associate any emails flagged by SES with a spam tag. The tag can be used to route these emails to a different queue or to just signal to agents that it is a suspected spam email.
• Email ticket number: Select how you want the ticket number to appear in the email subject line and in the metadata. This helps prevent CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories. and ordering systems from misreading ticket numbers. Your configurations take effect for all new interactions after they are saved.
  • By default, the ticket number appears at the end of the subject line. You can configure it to appear before the subject line.
  • By default, the ticket number appears without any delimiters or punctuation in the header of the email metadata. You can configure it to appear within straight brackets, [#123456], or curly brackets, {#123456}.
  • You can choose to hide the ticket number so that it doesn't appear in the header of the email metadata.

  You can search for email interactions by ticket number in an Agent Workspace (Agent) application. To do so, use the "title=" search query followed by the email ticket number.

• Threading Options: Select whether to use the in-reply-to message header or the email ticket number to thread email messages.
  • Prefer In-Reply-To over Ticket Number (Default): This is the recommended setting. It uses standard email metadata to follow conversations, ensuring that responses do not create duplicate cases.

  NiCE CXone automatically includes standard In-Reply-To and References headers (RFC 5322) in all outbound email replies sent via digital email channels. By mapping the original message's ID to these headers, the system ensures that major email clients like Gmail and Outlook group the exchange into a single, organized conversation thread. No configuration, setup, or additional permissions are required.

• Email Tracking: To track when recipients open your emails and click links in message content, select the Enable Email Tracking checkbox. To turn off tracking, clear the checkbox. Tracking is off by default. Your NiCE CXone account representative must enable access to this feature. If it's not enabled, you won't see the option in email settings. This feature does track email data, but that data isn't currently included in any reports or otherwise accessible. Tracked data will become accessible in a future release.
• Ignore In-Reply-To: This option uses the email ticket number to thread messages instead of the metadata headers. This option is helpful if your organization uses internal system processes that conflict with the standard RFC threading.

Use the Channel Name to show whether tracking is on or off for that channel. For example, you could name a digital email channel Classics-tracking or Classics-no-tracking.

Configure Reply-To Settings

The Reply-to Address Configuration feature enables administrators to configure a dedicated Reply-to email address for a digital Any channel, contact, or skill associated with Digital Experience (DX). email channel Various voice and digital communication mediums that facilitate customer interactions in a contact center.. When an outbound email is sent, the configured Reply-to address is added to the email header while the From address remains unchanged.

As a result, when recipients click Reply, their response is directed to the configured Reply-to mailbox instead of the sender's From address. This provides organizations with greater flexibility in managing customer replies without changing the visible sender identity.

1. Click the app selector and select ACD.
2. Go to Digital > Points of Contact Digital.
3. Click CXone Email.
4. Click Edit next to the channel you want to configure.
5. Select the checkbox to Overwrite Existing Customer Card ID and To Address. This replaces the From address on inbound emails, the customer card ID, and the To address in your replies. If this is unchecked, the default address from the inbound mail will be displayed, and no replacement will occur. Each rule must use a unique domain; you cannot create multiple rules for the same domain.
6. In Apply to Emails From This Domain, enter the email address you want to overwrite. This only affects inbound emails from that domain. If left blank, it overwrites all inbound emails with a Reply-to address. Each rule must use a unique domain; you cannot create multiple rules for the same domain.
7. For Get New Address and ID From, select one of the following: 

   1. From Address: The new From address will replace the default address.

   2. Reply-To Address: The new Reply-To address will replace the default address.

8. If you select Reply-To Address, for Reply-To address matching pattern (Regular Expression), enter the domain you want to use instead of the existing Reply-To address. If the Regex pattern does not match the incoming address, the default address will be used instead of the new one.
9. Click Save.

Configure Supported Email Attachments

You can configure which file types the system allows through into NiCE CXone. For example, you may only want to accept PNG file attachments. If an inline attachment is rejected, a message indicates that it's not allowed. If no extensions are added, all attachments are allowed.

1. Click the app selector and select ACD.

2. Go to ACDConfiguration > Business Units.

3. Select the Accepted Extensions tab.

4. In the Extension field, enter the file type with a period. For example: .png, .jpeg, .docx, .csv.

5. Click Add.

Make Changes in the Email Support Tool

The email support tool is not an accessible channel setting within Digital Experience (DX). So, you must contact your account representative for help making any changes here. For example, you can change the MAILFROM address in the email support tool with help from your account representative.

Create a Branded Template for Outbound Emails

This option is not required.

Brand templates allow you to ensure that every message agents send aligns with your organization's branding standards, including specific colors, logos, and graphic elements.

You can include placeholder variables to define where the message content and agent signature should go. The system replaces these variables with the appropriate information before sending the email.

Click the app selector and select ACD.
1. Go to Digital > Points of Contact Digital.
2. Under Your Channels, click Templates.
3. Click Create New Template.
4. Enter a Name for the template.
5. In the Template rules field, enter the HTML for the template. You can view the preview to the right. Include {{messageContent}} and {{signature}} as variable placeholders for where you want the message text and the agent's automatic signature to go.
6. Click Save.

Connect a Template to a Channel

1. From the Points of Contact Digital page, find the channel you want and click Edit.
2. Choose the template you want to use from the Select template for outbound messages drop-down.
3. Click Save.

Create a Formatted Signature for Outbound Emails

This option is not required.

1. Click the app selector and select ACD.
2. Go to Digital > Points of Contact Digital.
3. Under Your Channels, click Automatic Signatures.
4. Click Add new signature.
5. Enter a Name for the signature.
6. You can enter a Plain text signature, HTML signature, or both.
   Learn more about signature types

   The HTML signature will be used first. The plain text signature is only applied if and when HTML is not supported by the channel.

   Both signature types support the use of variables like {{firstName}}, {{lastName}}, and {{email}}. This allows you to create a signature that can be used by multiple users.

   The HTML signature type allows you format the text with different sizes, colors, bold and underline, bullet points, and more. You can also add links.

7. Click Save.
8. From the Automatic Signatures page, click Assign users for the signature you just created.
9. Locate the users you want to use the signature and click Add. Repeat for all users that you want to use this signature. Changes are saved automatically.

   A user can only be assigned to one signature. If you add a user that is already assigned to an existing signature, they will be removed from that signature and added to the new one.