Email

The CXone Mpower email channel lets your agents receive and send email messages to interact with your organization's contacts. You can set it up to work as a regular ACD channel, and route emails using ACD skills. You can also use Proactive Email campaigns to send one-way messages to a list of contacts. If your contact center is enabled for Digital Engagement, you can choose to route emails through the digital inbox instead. You cannot use both methods in combination. The information on this page refers only to omnichannel emails.

Key Facts About CXone Mpower Email

  • When you enable inbound emails for an agent, the agent can receive, view, transfer, and respond to emails. However, the agent cannot initiate an email conversation.
  • When you enable outbound emails for an agent, the agent can initiate email conversations and reply to any responses to that email.
  • You can set inbox limits at the team level, the agent level, or both. The agent level takes precedence
  • Verified SES emails have a total size limit of 40 MB (including base64 encoding). This size limit does not apply if your organization is using a custom SMTP server for emails. Contact your CXone Mpower Account Representative for more information about custom SMTP servers.
  • Organizations in the Americas, EMEA, and APAC regions can use their own outbound email server in place of the CXone Mpower server; contact your CXone Mpower Account Representative for more information.

The System Email page provides a comprehensive explanation of all types of CXone Mpower email, including the email ACD channel, CXone Mpower emails for reports and password resets, and so forth. It also provides any IPs that you may want to add to your email server allow list and SPFClosed Sender Policy Framework. Email authentication standard to protect senders and recipients from fraud. Provides your DNS a public list of senders approved to send email from your domain. records.

Email Parking

You can configure CXone Mpower so agents can choose the order in which they handle emails and so they can temporarily stop working on an email to handle a higher priority interaction. This concept is called email parking.

Manual parking allows agents to save emails to their inboxes for later work. You can enable or disable this feature at the skill level.

With auto-parking, CXone Mpower routes emails directly to agent inboxes as they come in and continues to do so until the team or agent inbox limit is reached. This feature is only available if all of the following are true:

  • Your tenant is configured for single-channel handling.
  • The relevant email skills have the Email Parking setting enabled.
  • Your agents use MAX.

The default auto-park limit is set at the team level. Within the team settings, you can override the limit for individual users on the team to create a custom limit. If you set the limit to Off, auto-parking is disabled for the agent or team.

When auto-parking is enabled, CXone Mpower follows the skill rules to deliver emails to an agent's park inbox. The system waits at least 30 seconds before auto-parking each additional email, and stops auto-parking emails to that agent once the configured limit is reached.