Using the System accounts mask, system accounts can be configured in the same way as the incoming accounts. These accounts are only used to receive responses to external inquiries and external forwarding.
The system accounts are retrieved from the core process and the custom protocols of the apps are available for them (e.g. EWS).
- The type is used to set which type of system account is to be created here. The following can be
selected:- Reply account: This type is used when the system account to be created is the account used to send replies from external forwards to the customer. The process of handling an external forwarding without completion is as follows:
- Agent forwards a mail via external forwarding without completion to an external contact (outside the iAGENT system).
- This contact answers the mail, and is offered the reply address as the receiving address in the reply -he should not change this!
- The reply enters the iAGENT system via the reply address, is analyzed and recognized there and then automatically forwarded directly to the end customer.
- This has the decisive advantage that the response of the external agent can be found in the iAGENT system, even though the agent actually responded “directly” to the customer. The agent can also use the 2nd-level folder to monitor whether the external contact has already replied and, if necessary, send them a reminder after a certain period of time.
- 2nd-Level-Reply: The type 2nd-Level-Reply is used when an agent sends a query as mail to an external contact (outside the iAGENT system) and the external contact responds. Then their answer is sent to this system account and forwarded to the agent as a reply. The external agent’s reply is also automatically saved as a note to the original request to which the query referred.
- Reply account: This type is used when the system account to be created is the account used to send replies from external forwards to the customer. The process of handling an external forwarding without completion is as follows:
- The name is free
- The email address is the address that will then be the reply or 2nd level reply address
- The channel is email by default and cannot be changed. However, it would be conceivable that apps bring along further channels of the type email, which can then be selected here
- Protocol is the protocol with which the mails are fetched from the mail server. Usually POP3 or IMAP, but there may be others depending on the installed apps.
- Weighting specifies the maximum number of messages fetched from this account in one step within a fetch cycle that runs across all system and inbox accounts. Default is 3 from each account.
- Tenant specifies the tenant to which this system account explicitly applies. This setting is not visible for the first two main accounts because they are general and thus apply to all tenants unless they have defined their own additional system accounts.
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System account for external queries
For the external query process (account type = 2nd-level responses), our suggestion is: external@company.de
The ‘2nd-level response account’ is a special type of system account in novomind iAGENT that is primarily used to receive responses from external agents to a previously submitted external query by an iAGENT agent. In contrast to an external forwarding, where the external party’s response goes directly to the end customer, in the case of an external query, the response is first sent back to the iAGENT agent who made the query.
How it works: If an iAGENT agent is unable to process a customer enquiry themselves and sends an ‘external enquiry’ to an external administrator outside the novomind iAGENT system, this account becomes active.
◦ The external agent sends their response to this query to the email address configured as the receiving address for the ‘2nd-level response account’ (external@company.de).
◦ The novomind iAGENT system receives this response via the 2nd-level response account. The response from the external agent is then forwarded to the iAGENT agent who initiated the original query.
◦ In addition, the external agent’s response is automatically saved as a note to the original customer enquiry
The original customer enquiry remains in the agent’s personal subfolder ‘2nd-level queries’ until the external agent responds.
Agent-centred communication: The iAGENT agent receives the specialist’s response directly in order to review the information and formulate an informed, final response to the end customer. This is useful if the agent is to retain control over the final customer communication.
◦ Traceability and documentation: Communication with the external agent, including their response, is recorded in the iAGENT system and documented as a note on the case, which increases transparency and auditability.
◦ Monitoring: The agent can use the ‘2nd-level queries’ folder to track whether the external contact has already responded. If necessary, reminder emails can be sent to the external agent if no response is received within a certain period of time.
In summary, the ‘2nd-level response account’ enables the controlled integration of external specialists into the customer enquiry processing process, with the iAGENT agent controlling the final customer communication and the entire process remaining documented in the system.
System account for external forwarding
For the external forwarding process (account type = response account), we suggest: outgoing@company.de
The ‘response account’ is a specific type of system account in novomind iAGENT, whose main purpose is to receive responses from external agents to previously made external forwarding requests and then automatically deliver them to the end customer.
How it works: When an agent sends a customer enquiry to a case handler outside the novomind iAGENT system via an external forwarding (without closing the process directly), the “response account” becomes relevant. The response from the external case handler is sent to the receiving address specified in the forwarding process (that of the response account –> outgoing@company.de). The iAGENT system receives this reply, analyses and recognises it, and then automatically forwards it directly to the end customer.
Traceability: Although the external agent appears to have replied ‘directly’ to the customer, this communication is recorded in the iAGENT system and can be retrieved. This ensures transparency and archiving of the entire process.
Monitoring: The agent can use the 2nd-level folder to monitor whether the external contact has already replied. If necessary, the system can send a reminder to the external contact after a specified time.
Configuration: System accounts to which the reply account belongs are configured under ‘Administration – System – System Accounts’ in the Supervisor.