Introduction

This configuration allows you to integrate email addresses into your operation so that incoming messages reach an Interaction-type routing point and can be managed from wolkvox Agent.

The integration can be done in two ways:

• By forwarding from your email server or service;
• Using Mailgun.

As a best practice, before configuring the email account in wolkvox Manager, it is advisable to prepare a simple flow in wolkvox Studio so that the forwarding confirmation message correctly reaches an available agent. This is especially important when using the forwarding method, as the confirmation email must be received within the operation to complete the activation.

Configuration

1. Prepare an Interaction Routing Point in wolkvox Studio

Before integrating the email address, create a simple flow to receive the forwarding confirmation message.

Access wolkvox Studio from the left-side menu in wolkvox Manager. Then, go to the Diagram Routing tab. Right-click on the routing point you will use and select the option: Interaction routing (email, Facebook, Instagram, Twitter).

Once you open the flow design, create a simple structure with these components:

• Start
• Transfer to Skill
• End

In the Transfer to Skill component, make sure to direct the interaction to a skill that has at least one available agent to receive the confirmation email. Once finished, compile the flow.

2. Open the Email Channel Configuration in wolkvox Manager

In wolkvox Manager, go to the top-right menu and click on Configuration. Then, navigate to:

• Omni Channel > Email
• Then click on "Add".

At this point, a window will open to select the integration method. You will see the available options for the provider. For this procedure, you must select Mailgun, even if your integration will be via forwarding and not through the Mailgun API.

Keep this important rule in mind: In the entire operation, only one type of integration between Mailgun or Microsoft 365 can be configured. It is not possible to use both methods simultaneously within the same operation. However, by selecting Mailgun, you can integrate multiple addresses of the same type, either by forwarding or via Mailgun.

3. Complete the Integration Form

Upon selecting Mailgun, the configuration form will open. There, you must fill in the fields according to the method you will use.

Main Form Fields

• Name: Enter the name by which you will identify the integration.
• Email Provider: This field will appear locked with the selected provider. It does not affect whether your integration will be by forwarding.
• Incoming Email: Here, you must enter the original email address that will receive incoming messages.
• Forward to: Here, you must define the forwarding address that the platform will use. The system will build it based on what you enter. For example: wolkvoxproducto@gmail.cxanswer.com
• Routing: Select the routing point to which interactions from that email address should be directed. The flow configured in that routing point will be executed when messages come in.
• API Key (Mailgun): This field is optional if the integration will be by forwarding. This field is mandatory if the integration will be via Mailgun.
• Domain (Mailgun):
  • This field is optional if the integration will be by forwarding.
  • This field is mandatory if the integration will be via Mailgun.
• Available Toggles:
  • Add/Remove Recipients: Enable this if you want to allow advisors to add or remove recipients in their email responses.
  • Compose: Enable this if you want to allow advisors to compose new emails and also view sent and archived emails.
• Once you have filled in everything, click on "Save".

4. Keep an Agent Available in wolkvox Agent

Before completing the forwarding validation, log in to wolkvox Agent with an agent-type user that belongs to the skill configured in the Transfer to Skill component of the Interaction flow.

This is important because the confirmation email must reach an available agent within the operation so that you can open it and copy the validation link.

5. If You Are Integrating via Forwarding, Configure Forwarding on Your Email Server or Service

If your integration will be via forwarding, you must now go to your email service or server and configure all messages from the original account to be forwarded to the address generated in the Forward to field.

In other words:

• The original account is the one you placed in Incoming Email;
• The forwarding destination account is the one you defined in Forward to.

If your organization manages email from its own panel or corporate server, you must configure the forwarding there.

6. Example of Configuration in Gmail

If the original email is in Gmail, you can configure it as follows:

1. Log in to Gmail. Click on the "Settings" button in the top-right corner.
2. Select "See all settings".

1. Go to the "Forwarding and POP/IMAP" tab.
2. Click on "Add a forwarding address".

• Enter the address created in the "Add a forwarding address" field.
• Click on "Next".

A new window will open. There, click on "Get Code".

• A new section with the text "Forwarding email to..." will appear.
• Click on "Continue".

• Wait for the message indicating that a confirmation link has been sent to verify permission.
• Click on "OK".

7. Confirm the Forwarding from wolkvox Agent

Once Gmail has sent the confirmation email, go to wolkvox Agent and navigate to:

1. "Interactions".
2. "Inbox".
3. Find the email whose subject corresponds to "Forwarding Confirmation..." and select it.
4. Inside the message body, you will see text indicating that you must click on a link to confirm the request. You must copy the link that appears after the phrase:
   • "click on the following link to confirm the request":
   • and copy it up to before the text that continues with:
     • If you click on the link but it doesn't work, copy it and paste it into a new browser window...

• Paste that link into a new browser window. If the process was correct, the following message will appear:
  • Successful confirmation!
  • This will validate the forwarding.