Introduction

The “Send email” component allows you to send emails automatically during a routing point flow or Agent Scripting, using templates previously configured in wolkvox Manager. It is useful for notifying customers about case confirmations, sending receipts, call summaries, and more.

Prerequisite

Before using the component, you must have an email provider configured:

1. In wolkvox Manager, click the “Configuration” button in the top right menu.
2. In the configuration window, enter the “Omni Channel” tab.
3. Select the “e-mail” sub-tab.
4. Click “ADD” and choose the provider:
   • Mailgun (transactional email service via API).
   • Microsoft 365 (corporate Outlook account).
5. Complete the fields requested by the provider and save the integration.

Note: Without this integration, the “Send email” component will not be able to send emails.

Configuration

1. In the Voice, Chat, Interactions, CRM + Webhook, or Agent Scripting flow, place the Send email component at the point where you want to send the email. Open its configuration panel by double-clicking.
2. Complete the following fields:
   • e-mail template: Open the list and select the email template you created or that was already configured.
   • to: Enter the variable that contains the recipient's email, for example: ‘$customer_email’ or ‘$contactEmail’.
     • Ensure that this variable was previously captured in the flow (for example, through a web form, a Get Data component, or a webhook).
   • URL attach file (optional): Enter the public URL of the file you wish to attach (PDF, image, etc.).
     • This URL must be accessible by the configured email provider (Mailgun or Microsoft 365).
   • Click “Save” to apply the component settings.

Creating email templates

If you don't have an email template, create one from wolkvox Studio:

1. In the e-mail template field, click the “+” button on the right.
2. The SMS - WhatsApp - Email Templates window will open. At the top, select the e-mail tab.
3. Click the create template icon (document with pencil and “+”).

In the template creation window, complete the following:

• Template Name: Internal title for identification.
• From (email): Sender email address configured in your integration.
• Subject: The email subject line the customer will see.
• Body:
  • HTML tab: If you want to design the email with formatting (bold, links, etc.).
  • Text tab: If you want a plain text message.
  • You can use flow variables to personalize the content (for example, customer name, case number, date, etc.).
• Use the preview buttons if needed:
  • Screen: Computer view size.
  • Phone: Vertical mobile view.
  • Tablet: Vertical tablet view.
  • Envelope icon: Sends a test email to the wolkvox Manager super-administrator user's email to verify how it will look in clients like Gmail or Outlook.
• Click “Add - Edit email template” to save the template and close the window.
• If you don't see it in the table, press the Refresh button.
• Optional: By right-clicking on a template, you can Edit email template or Delete.
• Close the templates window when finished.