Set Up Proactive Agentless Email

Prior to setting up proactive email, your tenant must be enabled for Personal Connection (PC) and you must have your own email server to handle your emails. Talk to your account manager if you have questions.

Create a Message Template

Screenshot of the Create Message Template page

  1. Click the app selector and select ACD.

  2. Go to Outbound > Message Templates.

  3. Click Create New.

  4. Set the Type to Email and enter a Name for the message template.

  5. Enter a Subject for the email and a From email address.
  6. If you want to send copies of the email internally or to others who are not on the contact list, add the email addresses to the CC or BCC field.
  7. Enter the Message Body. Select Use HTML if you want to add HTML tags directly in the message body to help format the email message.
  8. IF you want to add variables to the message body, type the exact name of a mapped field in the contact list and enclose it in curly brackets. For example, if your contact list has a column called FirstName and you enter {FirstName} somewhere in the Message Body, the contact's first name will appear in the email message in place of the variable. You can use variables regardless of whether or not you select Use HTML.
  9. Click Create.

Create a Campaign

If you haven't already done so, create a campaign.

  1. Click the app selector and select ACD.
  2. Go to Contact Settings > Campaigns.
  3. Click Create New.
  4. Enter a value in the Campaign Name field.
  5. Click Create Campaign.

Create a Proactive Email Skill

Screenshot of the settings for a Personal Connection email skill in Central

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to Email.

  5. Set Inbound/Outbound to Outbound.
  6. Set the Outbound Strategy to Personal Connection.
  7. Enter a Skill Name.
  8. Select the Campaign you want to associate with the skill.
  9. Select the message template you created from the Message Template drop-down.
  10. Click Create.

  11. If you want to change the default contact record expiration time for this skill or change whether contact records marked as priorityClosed Skill-based designation of the importance of contacts that determines delivery order. or callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. are included in the contact queue for this skill (both are included by default), click the Parameters tab. Click Edit in General parameters. Make your modifications and click Done.

    Field

    Details
    Default Contact Expiration Sets the period of time contacts for this skill are in the CXone system before they expire. See Set the Default ACD Skill Record Expiration.

    Get Priority Contacts on Contact Insertion

    Enabled by default. Inserts contacts with a priorityClosed Skill-based designation of the importance of contacts that determines delivery order. flag set immediately into the calling list. For example, if a customer clicks a link on your website to interest in a deal, you can mark the customer's record with a priority flag to ensure that an agent calls that contact first.
    Load Callbacks Enabled by default. When selected, includes records marked for callbacksClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. in the contact queue. If you clear this field, those records don't appear in the queue.

Create an Email Contact List

You can work with your account representative to set up Proactive XS, which is a Studio script that pulls contact data from your CRM to use as a contact list. Alternatively, you can use the following steps to manually create a contact list and upload it in CXone.

You can't use the same calling list for both email and phone. However, you can upload the calling list twice to assign it to an email skill and a phone skill separately.

  1. Click the app selector and select ACD.

  2. Go to Lists > Custom Data Definitions.

  3. Click Create New.

  4. Enter a Field Name. If you plan to use the field as a script variable, don't use spaces in the name. Be careful not to give a custom field the same name as a system field.

  5. Set the Type to Email.

  6. Click Add.

  7. Open a spreadsheet editor or text editor. If you're using a text editor, decide whether to separate the values with commas or tabs.

  8. If you want to, use the first row to label your columns. Create at least two columns: one for a unique ID and one for an email address.

    CXone attempts to map fields from the contact list to system fields. It looks for an exact match or a partial match. The following table shows the exact and partial matches the system maps automatically. If you use this as a guide for naming columns in your calling lists, CXone can accurately map them to system fields.

    System Field Name

    Exact

    Partials
    PhoneNumber number, PhoneNumber phone
    Priority Priority, HotLead priority, hot
    ExternalId ExternalId record, unique, id, external
    FirstName FName, FirstName first
    LastName LName, LastName last, name
    Score Score score
    State State state
    Zip Zip zip, postal
    Address Address addr
    City City city
    CallerID CallerID caller
    ConfirmationRequired ConfirmationRequired confirm, required, confirmation
    Compliance IsCellPhone, Compliance compliance, comp
    TimeZone TimeZone zone, TZ
    OverrideFinalizationStatuses OverrideFinalizationStatuses override
    CallRequestDateTime CallRequestDateTime request, date, preferred, callback
    CallRequestStaleMinutes CallRequestStaleMinutes stale
    Notes Notes note
    ExpirationDate ExpirationDate exp
    Agent Agent, AgentId agent, agt
    SMSPhoneNumber SMSPhoneNumber, SMSPhone, SMSNumber SMS

  9. Enter the data for each contact.

  10. Save the file in one of the approved formats:

Upload the Email Contact List

  1. Click the app selector and select ACD.

  2. Go to Lists > Calling.

  3. Click Select File.

  4. Read the compliance agreement and click Accept.

  5. Enter a List Name.

  6. If you want to assign the calling list to a specific ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, select the skill from the Skill drop-down.

  7. Select the Upload New radio button. Click Choose File and select the calling list you created.

  8. Click Next.

  9. If your contact list includes a header row, select the Header checkbox.

  10. Review the automatic field matches CXone made to your contact list columns and fix any errors.

  11. Click Next.

  12. Click Done. You can navigate away from the List Processing page and the contact list will continue to upload.

Start the Proactive Email Skill

When you're ready to send proactive emails, start the Proactive Email skill. Alternatively, you can Create a Personal Connection Schedule.

If you want to configure any optional tasks, listed at the bottom of this topic, do so prior to starting the skill.

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Select the Proactive Email skill you want to start.

  4. Click Start.

Depending on how Proactive Email is used in your organization, consider whether to perform these optional tasks: