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[This article is prerelease documentation and is subject to change.]
Configure the agent to send personalized outreach emails to customers. You can select templates that the agent should use to personalize emails based on customer data and predefined variables. This ensures relevant and engaging communication and sets the tone for interactions by providing prompts that guide agents' language. Also, you can customize the formatting and style in email communications by defining specific prompts.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Follow these steps:
In the Guidance section, select Email content.
In the Email content page, configure the following settings:
Outreach email templates: Select a template that the agent should use for sending outreach emails to customers. Select Choose template and then pick a template from the list of available email templates. To create a template, select Create template and then design a new template that suits your outreach needs. You can use variables that the agent can use to personalize the email content. These variables can include customer names, company names, product details, and other relevant information that makes the emails more personalized and effective. To know more about creating email templates, read the Create templates for email article.
By default, up to 10,000 emails are sent daily according to the Exchange Online sending limits. If your agent is set to send more than this number, the additional emails are placed in a queue and sent the following day. Outreach emails are only sent to leads or contacts who have given their consent. Therefore, not all outreach emails are delivered on the same day. You can track the number of emails successfully sent through the insights dashboard.Note
When the agent is activated or reactivated, the outreach flow identifies records with the same email. If an outreach email is sent to one record, others with that email are skipped, unless the email was sent in a previous activation cycle, in which case outreach is sent again.
Tone for emails: Provide specific prompts that guide the agent's tone and style in email communications. This helps maintain consistency with your organization's brand voice and ensures that the emails resonate with the target audience.
For example, the prompt Keep the tone friendly and confident keeps the tone of the email friendly and confident which is important for building rapport with customers. You can add multiple prompts to cover different aspects of the email tone and style.