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Email Settings

Agents need the ability to add or remove recipients in the TO, CC, and BCC fields, while organizations require control over whether this capability is allowed. This ensures contact centers with strict compliance rules can restrict editing, while others maintain flexibility. The Email Settings group contains all generic email-related configurations.

Administrators can configure these settings by going to:

Contact Center AI > Configurations > Settings > System Settings > Email Settings.
Email Settings

The Allow Agents to Edit Distribution Fields in Reply/Reply All setting enables agents to modify the TO, CC, and BCC fields when replying or replying all to email conversations.
Edit Distribution

The Inline Email ID Suggestions setting displays suggestions to agents while typing.
Inline Email Suggestions

Steps to configure Inline Email ID Suggestions:

  1. Click Bulk Upload.
    Bulk Upload

  2. In the pop-up window, supervisors can either click to upload a file or drag and drop the file. The following columns are required to be added in the CSV:

    1. Contact Name
    2. Email Address
    3. Tags (Optional)
      Click to Upload

  3. After the file is uploaded, map the CSV fields with the system fields and click Validate.
    Map Fields

  4. The validation results are displayed. Click Save.
    Validation Results

  5. The contact list is updated.
    Contact List Updated

Delete Contacts

Steps to delete contacts from the contact list:

  1. Select the contact and click the Bin icon in the right corner to delete a contact.
    Delete Contact

  2. A pop-up appears, click Delete to confirm deletion.

Email Settings is an account-level setting that is enabled by default for all agents. Contact centers that require fixed distribution lists can disable the setting to prevent edits and ensure compliance.