Email Touchpoint

Disclaimer: Before you create Email TouchPoint in the ROGER365.io platform, you need to create App Registration for the Email integration.

The Email Touchpoint is only available in the Enterprise subscription.

Our Email Integration feature seamlessly connects the web version of Outlook with Microsoft Teams, streamlining your communication process. When an email is sent to a mailbox integrated with Email TouchPoint, it automatically initiates a new conversation thread. To respond, agents can easily access the conversation via a direct deep link, redirecting them to Outlook’s web interface.

Please note that replies to these emails cannot be managed directly through the Microsoft Teams channel or Social Queues within the Contact Center. This ensures that all email correspondence is handled efficiently through Outlook, maintaining clear and organized communication.

Create an Email TouchPoint

In the portal select [Social Messaging], [TouchPoints] and then click [+ Add TouchPoint] and select Email.

• Name: Provide a name for your Email TouchPoint.
• Select timezone: Select your timezone.
• ClientId: Provide application (client) ID of Email App Registration from your Azure environment.
• ClientSecret: Provide secret of Email App Registration from your Azure environment.
• MailboxUserId: Enter email address for your Email integration (most of the time email address of shared mailbox).

We advise to enable option “Always show From” at mailbox used for integration.

After creation of the Email TouchPoint, create a predefined flow from the library “Email to Teams” and attach to the TouchPoint.

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