GUURU SmartEmail enables you to reduce the volume of email requests in your Customer Service. With our SmartRouting engine we recognise if the email request needs to be sent to your second-level support or if it can be solved with our Automated first-level self-service solution.
With a quick email exchange and no effort from your Customer Service, customers can have their emails answered. Only the ones needing your agents attention will reach your system.
Default Support Email provided
One support address is created for you by default when you enable SmartEmail.
The default support address is:
Your <app_id> (Application Identifier) can be found in Partner Portal under Account Information.
You can use the default email to receive incoming email requests, or you can forward your existing support addresses to this default email so that your users will use your current addresses as usual.
Forwarding your public/existing support email addresses to SmartEmail
You need to configure email forwarding in your own email addresses, not in GUURU. Exactly how this is done depends on the email provider you're using.
- Some email providers allow you to create email forwarding rules so that you can select the incoming mail that should be forwarded to our Default Support Email.
- If your support email is already a distribution list you may simply add our Default Support Email as member of this list
How it works?
We will start to receive your support emails requests, and the SmartEmail will decide which is the best way to help the user.
When SmartEmail is able to provide an Automated answer, your users may receive an email with all the information that may help the user immediately.
If the request is best suited to be managed by your Customer Service or if the SmartEmail was not able to provide any type of automation, we will automaticaly transfer the request to your Customer Service using your Transfer Settings.
Your public emails addresses should never be included as a transfer target email option.
All emails sent by SmartEmail have this from address:
All replies to those automated replies are ignored.
The language of the answer is automaticaly detected from the incoming email support request, and if the language is not supported your default configured language is used as fallback.