How to Change the Amazon Lambda Cloud Processing Service

To learn how to change the Amazon Lambda Cloud Processing service and implement your own Lambda function for Fluent Support Email Piping, refer to the Repository below —

https://github.com/WPManageNinja/fluent-support-email-parser

Please use this repository. It’s the simplified version of our own implementation, but the mime parser is the same as our hosted one.

Notes:
– You need a bit of JS and serverless knowledge to deploy this function
– You need an extra domain to connect it with Amazon SES’s incoming endpoint. </aside>

If you want to know more details about Email Piping, you can also read this What is Email Piping and Why?
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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Set & Customize Your Email Notifications

To learn how to set up and customize your email notification, follow the steps with the screenshots below —

From the Fluent Support Dashboard, go to Business Inboxes, select your desired business inbox, and click on View Settings.

Here are your Email Settings from where you can customize your email notification.

To know the Detailed Functionalities of Email Settings, read this Documentation.

Choose the Notification Type from the list of email notifications that suits your needs.

A brief explanation of the Settings of the Above-Mentioned Email Notifications List:

Ticket Created (To Customer): When a customer creates a new ticket, they will receive an email notification.
Replied by Agent (To Customer): When an agent replies to a ticket, the customer will receive an email notification.
Ticket Closed by Agent (To Customer): When an agent closes a ticket, the customer will receive an email notification.
Ticket Created (To Admin): When a customer submits a new ticket, the admin will receive an email notification.
Replied by Customer (To Agent/Admin): When a customer replies to a ticket, the assigned Agent or Admin will receive the email as a notification.
Ticket Agent Change (To Agent): When a ticket agent changes, the agent/s will receive an email notification.
Ticket Created by Agent (To Customer): When an agent creates a ticket, the customer will receive an email notification.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Managing Email Notifications appeared first on Fluent Support.

Email Piping Settings

To set up Email Piping, you must create a Business Inbox with an Email-Based support channel. And, to learn how to create this, read this Documentation.

To learn how to set up Email Piping for an Email-based business inbox, follow the steps with the screenshots below —

Go to View Settings from your desired email-based business inbox and click Email Piping.

Read the terms and conditions before you agree to it and click the Get Piping Email Details.

To get the email piping details, ensure your fluent support license key is active as Email Piping is a Pro Feature of Fluent Support. To learn how to get the license key and activate it, read this Documentation.

Now, copy the Mailbox Email address provided by Fluent Support to set up auto-forwarding of your emails from other email addresses.

How to Forward/Redirect From an Email Provider

In this step, you need to set up an email forwarding or redirection from your email provider or host. Depending on your email provider, you can easily set up email forwarding following the instructions provided.

Remember, after setting up Email forwarding, a verification email will be sent. So, check recent tickets for the verification code.

To show you the process, we have listed a few examples below –

Forward or redirect from an Email Provider

• Google Workspace (formerly known as G Suite)
• Office 365 Outlook Web Access (OWA)
• Amazon WorkMail
• Zoho Mail
• Yahoo Mail

Forward or redirect from a Host

• Bluehost
• Namecheap
• cPanel
• GoDaddy
• Dreamhost

After you have set an auto-forward, your mailbox will be active. Now, when anyone sends an email to your email address, a new ticket will be created in Fluent Support.

Collaboration with CC in Fluent Support Tickets

CC is an email feature that allows you to include additional recipients in a message, with CC recipients visible to all.

The Screenshots below show the whole process being demonstrated visually:

When a user sends an email to your business inbox and includes additional CC users in subsequent reply emails, Fluent Support automatically designates CC users as sub-customers for that specific ticket. You will see the added CC emails also in your ticket.

Here, you can see the customer-added CC email which you can remove by pressing the Discard CC button before replying to it if you want.

You can also add one or more CC emails to send your reply to them. To add CC, click on the Add CC button.

To reply to the ticket, click on the Add Reply button. Your ticket reply will be sent to the primary customer and all the CC recipients.

Replies from CC users are treated as coming from the primary customer i.e., CC users can reply to the agent directly from their mailbox.

If you want to know more details about Email Piping, you can also read this What is Email Piping and Why?
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Email Piping For Email-Based Support Tickets appeared first on Fluent Support.

Auto-Forward from Google Workspace to Fluent Support

Before starting the procedure, ensure you have followed the first steps; setting up a new Business Inbox in Fluent Support and your Fluent Support Mailbox Address is ready.
To know the details of setting up a Business Inbox, check this Documentation.

Now to learn how to set up auto-forwarding from Google Workspace to Fluent Support, follow the steps with the screenshots below —

Go to your Gmail inbox, click on the Gear Icon located in the top right corner, and click on the See all settings option from the drop-down menu.

From Settings, click on Forwarding and POP/IMAP tab from the top menu.

Click on the Add a forwarding address button & a pop-up will appear asking for your forwarding address.

Now paste the Mailbox Email Address you got from the Email Piping settings of Fluent Support, and press the Next button.

You should receive a confirmation email from Google in your Fluent Support Dashboard’s Tickets section. Click the link to confirm your forwarding address.

Again, go back to Forwarding and POP/IMAP tab under Gmail Settings, and enable email forwarding by selecting the option Forwarding a copy of incoming mail to.

Ensure the dropdown’s forwarding address is your Fluent Support Mailbox address.
And, don’t forget to press the Save Changes once you’re done editing your forwarding rule.

You can also choose what to do with the messages in your Gmail inbox. We recommend keeping a copy in the inbox, but it’s up to you.

That’s it! Your email forwarding is set and the mailbox is activated!
Now when anyone sends an email to your email address, a new ticket will be created in Fluent Support

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Auto-forward From Google Workspace (G Suite) to FluentSupport appeared first on Fluent Support.

Forward from Microsoft 365 Outlook Web Access (OWA)

Before starting the procedure, ensure you have followed the first steps; setting up a new Business Inbox in Fluent Support and your Fluent Support Mailbox Address is ready.
To know the details of setting up a Business Inbox, check this Documentation.

Now to learn how to set up auto-forwarding from Google Workspace to Fluent Support, follow the steps with the screenshots below —

Log in to your Microsoft 365 Outlook Web Access by clicking here.
Then, click on the Gear Icon located in the top right corner, and a Settings pop-up will appear.

From the Mailbox Settings of your Outlook mailbox, select Email, then Forwarding, and click on the Enable forwarding toggle.

Now, paste the Mailbox Email Address you got from the Email Piping settings of Fluent Support into the ‘Forward my email to’ field.

Also, we recommend enabling the Keep a copy of forwarded messages option.
Don’t forget to press the Save button once you’re done.

That’s it! Your email forwarding is set and the mailbox is activated!
Now, when anyone sends an email to your email address, a new ticket will be created in Fluent Support.

If You Face Any Issues Regarding Mailbox activation

If you face any issues regarding the Activation of your Fluent Support Mailbox, follow the steps with the screenshots and GIFs below —

Go to the Mailbox Settings from your Outlook mailbox dashboard, select Email, then Rules, and click the + Add new rule.

These are the fields under Rules that you need to fill in to add the rule.

Refer to the GIF, to see the whole process of adding new rules at a glance.

You can also test it to confirm that your mailbox is successfully activated for your users.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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