For live chats with connected email, a familiar email client interface is available. Once enabled, when processing requests, you can:
- Specify primary, secondary, and hidden email recipients.
- Enter an email subject different from the session title.
- Create email threads by replying to any email within the correspondence.
- Apply advanced formatting when composing emails.
The email subject, primary and secondary recipient settings also apply to automated notification sending in business processes using the Send Live Chat Response and Send Live Chat Message activities.
Enable email client interface in sessions
To explore the email client interface for processing email requests, the system administrator should enable the allowExtendedInboxMode feature flag. For more details, refer to the Modify BRIX Enterprise parameters and Modify BRIX Standard parameters articles. If you are using the SaaS edition, contact your BRIX rep to enable the feature flag.
For sessions created before enabling the email client mode, the new view will be applied. However, previously sent messages will not have a subject filled, and primary and secondary recipients will not be separated.
Email request page
When processing email requests with the email client interface enabled, some actions are performed similarly to other live chats in the Live Chats workspace. If your status is set to Online, you can:
- Start working on a session.
- Rename the session by clicking the
icon at the top of the page. - View session information on the sidebar. Learn about the request and the client, and perform actions with the session, such as reassigning it, changing priority, etc.
- Use the search in the Live Chats workspace to find a specific session or message.
- Close the session when the correspondence is complete.
An operator with the Offline status can only view the correspondence.
Let’s see how the email mode in sessions differs from communicating with clients through other channels.
Email request dialog window
In the center of the page, you will see the correspondence with the client. Email texts are displayed in an abbreviated form for quick review. Here you can:
- View the full list of recipients by clicking the arrow next to the email subject.
- Go to the quoted message by clicking it.
- Work with attachments:
— download the file to your computer. If there are multiple attachments, you can also download them as a .zip archive by clicking 
on the right.
— save a copy of the file to a selected folder in the Files workspace.
— copy the file download link.- Open the attachment in preview mode by clicking the blue area around the file.
Attachments from incoming and outgoing emails are automatically saved in Files > Company Files > Live Chats > Sessions.
- Perform actions with the email:
- Open. Go to the email view page to review its full content.
- Reply. Reply to the email, automatically filling the To field with the sender of the selected email. For more details on sending emails, see the Write an email from a session section.
- Reply to All. Reply, automatically filling the To and Copy fields with the sender and secondary recipients of the selected email. This button is available for emails with multiple recipients.
- Forward. Send a copy of the email to another recipient.
- Copy. This option appears when right-clicking an email. It allows you to copy the email text to the clipboard. Please note that images and tables from the email body, as well as attachments, are not saved.
View an email
When you open the email page, you will see its full text with formatting, images, and tables. You can:
- Use the buttons on the top panel to:
- Return to the session page.
- Reply to or forward the email.
- Close the session.
- Add the client to the database.
Open client information by clicking the To or Copy link. To add a record to the app associated with the live chat to store client information, click + Bind, then click the
button, and create an app item. - View the entire correspondence thread by clicking Show messages below the email.
- Open or download email attachments.
Write an email from a session
A separate window will open for composing an email. It includes standard options used when sending emails. Fill in the fields:
- Specify the email subject. The Subject* field will be filled automatically if you add an email via the Reply or Reply to All button.
- Specify the recipients. In the To*, Copy, and Hidden copy fields, enter the emails of primary, secondary, and hidden recipients. To add multiple addresses to one field, click Enter after each. The fields will be filled automatically if you send an email via the Reply or Reply to All button.
For quick recipient selection, use the options below the fields:
- Select recipients from the contact storage app specified in the live chat settings. Click the option named according to the app, e.g., Select from Contacts. In the opened window, check the desired records.
- Add all users listed on the session sidebar to the field. Click All session clients.
- Remove all users from the field. Click Clear All on the right.
After sending the email, all specified recipients will be added to the session’s client list on its sidebar.
- Attach files to the email in the Attachments field. You can:
- Upload from your compute. Click the field or drag and drop a document into the area.
- Upload from the Files workspace in BRIX. Hover over the field, click the three dots, then click Select from Files Workspace.
- Insert a copied file. Hover over the field, click the three dots, then click Paste from Clipboard. A window will open for pasting the file. Select Ctrl+V and wait for the upload.
After sending the email, attachments will be saved in Files > Company Files > Live Chats > Sessions.
- Enter the email text in the email editor. You can:
- Paste a preconfigured template or a link to an article from the Response Templates directory by clicking the Response Templates link below the field.
- Use the toolbar to undo and redo actions, add a link to the text, apply or remove formatting, and insert a table.
- Customize text formatting using the options above the input field:
— undo, redo.
— apply bold, italic.
— change font and background color.
— align text.
— add numbered or bulleted lists and indentation.
— open the Source Code window to edit the HTML template of the text.
- After composing the email, click Send.
Please note that emails cannot be saved as drafts. If you close the window without sending, the data will be deleted.
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