The ability to change the "FROM" email address when using the email assist feature
None
We are continuing to see a marked increase for the need to be able to change the "FROM" email address when you are using the email assist feature in cockpit.
Perhaps the most pressing use case occurs when have to white label for a subdomain. Given that the email assist feature looks only at the currently logged in user we find our selves in the position where these emails are going out without proper white-labeling in place and this can cause a decrease in the probability of a successful delivery.
In addition to this, customers would like the ability to have the email come from the assignee of the task itself irrespective of who triggers the email.
Perhaps the most pressing use case occurs when have to white label for a subdomain. Given that the email assist feature looks only at the currently logged in user we find our selves in the position where these emails are going out without proper white-labeling in place and this can cause a decrease in the probability of a successful delivery.
In addition to this, customers would like the ability to have the email come from the assignee of the task itself irrespective of who triggers the email.
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Enabling this capability is little risky as this will let a user send mails on behalf of anyone else. If we enable this capability, what level of permissions/ restrictions will you need in it?
Thanks,
Nitisha
Emails that need to be sent out as someone else should be done directly via Copilot. Email Assist should be reserved only for a resource sending out a semi-automated email that requires some level of customization.
Use-case -- Advisor (CSM) has consultation with a customer. They create a CTA and apply the post-consultation playbook which includes an email with a post-consultation survey link. Using the below advisor as an example - the email should come from Sumat Lam "cateam@box.com". That way if the customer responds to the email, it is pushed back into the ticketing pool.
I do however agree --- exposing this to everyone is a bit risky. Controls would need to be put in place to validate senders to specific email addresses.
A big piece of that is we've coached the other parts of the company who are part of the customer journey - Sales, Consulting -- on how our pooled team operates, and how to talk about them.
On the phone the Advisors are proactive in ensuring the customer knows they're part of a team. For example "Hi I'm part of the customer advisory team -- we're here to.... You can always email pooled-alias@box and someone from my team will be able to assist you."
As part of the Summer release(will be available Sep first week), we have added capability of adding Custom Domains in 'From' Address
Documentation for the same will be available during the same time.
Regards,
Hitesh
As part of the Summer release(will be available Sep first week), we have added capability of adding Custom Domains in 'From' Address and for this we have a Configuration at Admin level to enable this feature.
Regards,
Hitesh
Ex. CSM is now on maternity leave and we need to transition the account.
As mentioned in earlier post by Nitisha, giving an ability to send email on behalf of anyone else is Risky.
We have this in our Roadmap and we are working on Permissions around this, will share an ETA once i have it.
Regards,
Hitesh
Similar to copilot -- allow customization on From Name, From Email, Reply to Email
Designate a set of 'approved list of send from email addresses'. A CSM wouldn't be able to put anyone's email address in, but could choose from a list of available options. That way an email address could be exposed for a certain time -- like maternity/paternity leave, but then removed once the mom/dad returns.
Permissions to 'approved send from lists' could be controlled by User, Role, and/or Profile.
I think a combination of the above would be perfect to protect against risk.
Then again I could be wrong :) The documentation isn't very clear.
Let me know if you get it figured out.