When you sign up to Emailgistics, an important part of the onboarding process is to work through the set up of your team mailbox.
It’s worth spending a little time to thoroughly understand the concepts behind some of the settings such as round robin distribution, mail flow rules, agent privileges, and so on.
Some of these concepts have posts of their own that go into a little more detail. As we explore each step of setting up a mailbox, we’ll link to those posts.
Automated Message Distribution
When incoming messages land in the Emailgistics mailbox, there are some things we can set up to manage the behaviour of those messages. For each team member, you can decide whether they’re a part of the “round robin” distribution or not. Regular users should normally be included; it’s up to you whether more senior team members (supervisors, managers) are subscribed to the round robin. You can also choose the maximum number of messages to serve to users’ mailboxes at one time, and the behaviour of messages that are a part of an ongoing conversation. See also:
- Automated Message Distribution
- Max Messages settings
- Assign Replies to Previous Owner
At the heart of the customization options for Emailgistics are the mailflow rules. For people who have previously set up rules for Microsoft Outlook, the format and syntax of these rules will be familiar. In essence, a rule consists of three parts:
a Condition or conditions that must be met for the rule to trigger (e.g. the message contains a specific keyword, or is sent from a specific domain);
an Action that is taken as a result (e.g. to assign it to an individual user, or to forward a copy to a named individual);
any Exceptions that mean the rule should not be triggered (e.g. if the incoming message is part of an existing conversation)
More information is available here:
- Effective Use of Mail Rules
Users, Roles and Privileges
One last piece that needs to be in place is to ensure each user has appropriate privileges within the Emailgistics hierarchy. Regular users have access to their shared mailboxes within Microsoft Outlook, but have no administrative privileges for managing the behaviour of the software. System Administrators can access the admin suite to manage other users’ assignment to teams, to set up rules, to manage schedules, and so on. Billing Administrators have access to billing and invoicing administration, and are responsible for ensuring that credit card information is up to date.
Tools are available within the administration suite for System Administrators to manage users’ access to different features (e.g. to see other users’ My Messages folders, to reject
messages from their own My Messages folders, and more).
Additional information on users and privileges can be found here:
- Administration: Users and Teams