Configure Outbound Email Settings

Outbound email settings are defined, amended and deleted using the storm Contact > Organisations > Outbound Email Settings menu option. Once set up, they are assigned to agent groups and queues:

At queue level. The Inbound Email Mapping setting is used to assign one or more email settings to a queue. These are used when replying to an email and define the ‘from’ address to be used.
At agent group level. The Outbound Email Mapping setting is used to assign one or more email settings to an agent group. These are used when agents in the group initiate outbound emails from DTA.

When you select this menu option the Outbound Email Settings screen is opened.

To configure a new email setting, click the New Email Address button.

The following table lists the fields in the Email Settings panel, and explains what to enter into them.

Field	What to enter
Name	The unique ID for the email setting. This is the value used to select the email setting when assigning it to agent groups and queues. It is also used by DTA agents to select the email setting to use when they are initiating an email.
Email Address	The 'From' address to be shown when this email setting is used to create a message.
Alias	A more friendly value to be displayed in the From field of the email when it is opened, instead of the actual 'from' email address.
Include Original Message	Select this check box if the text of the received email is to be included in the agent's response; otherwise leave it clear.

Note: storm now supports the Reply-To field in incoming emails. An agent reply to a customer email now uses the email's 'Reply-to' header (if present) instead of its 'From' address.

Outbound Email Styling

The appearance of an outgoing email message can be customised by adding HTML elements and CSS styling to the email header and footer. A basic knowledge of HTML and CSS styling is required to create custom designs.

Each outgoing email message is made up of a header, body, and footer. You must start the Email header with an <html> open element, and the Email footer must end with an </html> close element.

The two fields in the Email Styling panel allow you to enter additional HTML and CSS to define how the email's header and footer should appear.

The body of the email is placed within paragraph tags <p></p> and comes from the agent typing a response in DTA, or using a predefined email template.

The outbound email comprises three sections, as detailed below:

Email header	<html>
Email body	<p>Email body text created by the agent</p>
Email footer	</html>

Outgoing Email Variables

The 'Available email style' variables list at the bottom of the page, shows the variables that can be used to display additional information within the text of the email:

Variable	Description
$agentFirstName	The agent's first name.
$agentLastName	The agent's last name.
$agentID	The agent's ID
$quote	When Include Original Message is selected, the text of the original email is included in the agent's response, before the email footer. Use the $quote variable to position the original email text after the footer.
$textQuote	As for $quote, above, except that the message is rendered as plain text, with all HTML formatting and images removed.

Outgoing Email Styling, Including the Original Message

When including the original message in a response, the appearance of the original message can be altered by creating a style for the <div> element class rt-dta-qe.

The outbound email comprises six sections, as detailed below:

Email header	<html>
Reply body text	<p>Reply body text section</p>
Horizontal line	<hr size="2" width="100%" align="center">
Original email To/From address	<p><font size="2" face="Tahoma"><b>From:</b> from_email@redwoodtech.com<br> <b>Sent:</b> 2020-03-17 11:04:45<br> <b>To:</b> to_email@redwoodtech.com<br> <b>Subject:</b> Original email for: Message recipient<br> <br> </font> </p>
Original email message	<div class='rt-dta-qe'>This is the original message text</div>
Email footer	</html>

Example Header

<html>

<style>

p {

margin: 0px;

padding: 0px;

}

body {

color: #000000;

font-size: 10pt;

font-family: arial;

}

.rt-dta-qe {

color: #949494;

}

.signature {

font-family: "Courier New", serif;

color: #1F497D;

font-size: 10pt;

}

</style>

<body>

Example Footer

<p>$agentFirstName $agentLastName

<br> Customer Services

<br> Monumental Travel

<br> Radius Court, Eastern Road, Bracknell, RG12 2UP, U.K.

<br> Registered in England No. 05653869

<br> T +[44] (0)1632 960 460

<br> F +[44] (0)1632 960 461

<br> W <a href="http://www.monumentaltravel.co.uk"> www.monumentaltravel.co.uk</a>

</p>

</div>

</body>

</html>