Regal enables agents to reach out to their customers with calls, SMS, and email all in one place.
Agents can use the email channel to:
- Engage customers that prefer email, or haven't responded to calls/SMS
- Quickly follow up with pricing or product details after a call
- Respond to customer questions or requests without dropping a thread
- Increase the reach and formality of their communication
Connecting an agent account
To initiate outbound emails or respond to inbound customer emails, you must sync your email account with Regal. Support is currently available for Gmail accounts. Once connected, Regal will automatically generate inbound email tasks for any customer email, that is, any message where the sender email matches a contact email in Regal.
To connect your account, click the 'Settings' option in the status dropdown at the top right of the page. In the Gmail integration tile, click "Sign in with Google".
You will be prompted to sign into your Gmail account and provide necessary permissions. Make sure to select your proper work Gmail account, rather than your personal gmail account.
After doing so, the integration tile will display a 'Connected' status.
Once connected, Regal syncs with your Gmail inbox so that:
- emails you send from Regal will appear in your Gmail 'Sent' folder
- emails you receive from customers will appear as email tasks in Regal for you to respond to
- all customer email threads - regardless of whether you respond from Regal or from your Gmail inbox - will appear in the relevant customers' activity feeds in Regal
Regal supports one connected account per agent. You can reach out to email@example.com to disconnect any agent account.
Connecting a shared email account or distribution list
A shared email account (e.g. firstname.lastname@example.org) is a Gmail address with a corresponding inbox that is typically access by multiple agents via shared credentials. Admins can connect shared email accounts in the My Settings page, just like an individual agent account.
Emails that come into Google Groups are referred to as distribution lists. Regal automatically connects with your distribution lists if at least one of the members of the associated Google Group has connected their Gmail account to Regal.
If you are relying on shared email accounts or distribution lists for customer communication, let your CSM know. We can configure your routing rules accordingly, so that inbound emails from Regal contacts to shared email accounts or distribution lists automatically generate inbound email tasks in Regal for agents to handle.
Regal supports one shared email account per admin. If you would like to connect more accounts, or to disconnect an existing account, reach out to email@example.com.
Sending an email from an existing task 📬
Once your email account has been synced to Regal via the Gmail integration, you can send emails in Regal from that address.
Emails can be sent from any task via the text input. By default, SMS and call tasks show the SMS input. To switch to an email input, hover over the input toggle and select 'Send as Email'.
By default, the "To" line of the email is pre-filled to the email address of the contact, as listed in the Attributes section of the contact profile.
If the customer does not have an email in Regal, the following error message will appear in the input. In order to email a customer from Regal, there must be an email on the profile. Once an email is added to the profile, the email input will become editable.
Agents can cc or bcc additional addresses by clicking on the "Cc" and "Bcc" text to the right of the "To" line.
After filling out the "To" line, subject line, and body, click "Send" to send the email. Once sent, the email will appear as the most recent item in the customer's activity feed.
To add a hyperlink, highlight the relevant text and click on the link icon:
Input the URL and click Confirm to create the hyperlink.
You can edit the display text or link by clicking on the hyperlink in the text input.
To upload an attachment, click on the paperclip icon and select the files you'd like to attach.
Attached files must be under 10MB total. The following file types are supported: jpg, jpeg, png, bmp, gif, csv, doc, docx, mp3, mp4, pdf, ppt, pptx, xls, xlsx.
Expand the input
To expand or collapse the text input, click the icon on the top right:
Initiating a new email conversation ➕
To create a new email conversation with a customer, click the + button or Start conversation button.
Then search by name or phone number for the customer you want to email. Search by email address is coming soon!
Click the email icon to create a manual outbound email task.
Select a phone number - this will allow you to call or send an SMS from the email task. Click "Go".
A new manual outbound email task should appear in your task list. Just add a subject and message body to send!
Assigning inbound customer emails ➡️
Inbound email tasks are automatically created when a customer sends an email to an agent (e.g. firstname.lastname@example.org), distribution list, or shared email account (email@example.com). Regal categorizes emails as coming from a customer if the sender email matches a contact email that's already in Regal.
In order for Regal to recognize that an email is associated with a customer, the customer's email must be present in the "From", "Cc", or "Bcc" fields of the email. In addition, the email recipient (agent or shared email account) must be synced with Regal via the Gmail integration (see Setup instructions).
Customer emails sent to distribution lists will generate inbound email tasks if there is at least one agent or shared email account in the distribution list's associated Google Group that is synced with Regal.
By default, inbound email tasks will route to the agent that was emailed by the customer. If multiple agents are emailed by the same customer, the task will be routed to all relevant agents. Your account can also be configured to
- route inbound emails to shared email accounts (e.g. firstname.lastname@example.org) round-robin to all agents, or agents with certain skills
- route emails to all agents if the agent who received the email is not available to respond
Reach out to your Customer Success Manager to customize your email routing rules.
Responding to an inbound email 📨
Inbound emails will appear on your agent desktop as email tasks. To respond to an inbound email, click the check mark button on the email task card to accept the task.
By default, the email input headers are prefilled to "Reply All" to the inbound email. Agents can add or remove email addresses from any of the "To", "Cc", or "Bcc" fields as needed. The subject line is prefilled to match the subject line of the inbound thread and cannot be edited.
After filling out the email body, click the
Send button to reply to the customer's message.
Summarizing email tasks ✅
Agents must summarize an email task like any other. To summarize an email task, click the summary button on the task card. Then fill out the Disposition, Tags (Optional), and Notes (Optional) sections, and click
Email Threading 🧵
In a customer's activity feed, messages that are part of the same email thread will appear together. When clicking into a thread, messages appear from oldest (at the top) to most recent (at the bottom). The timestamp of the thread is that of the most recently-sent email.
You can track the volume, reach, and business impact of your email conversations in the "Email Performance Dashboard" in the Reporting page.
Note: Regal's use and transfer of information received from Google APIs to any other app will adhere to Google API Services User Data Policy, including the Limited Use requirements.