How to assign an Email Group to a campaign so agents can staff it

You can build an email group, wire up the account, and turn on email system-wide, and still have agents who never see a single message. The missing link is almost always the campaign. An email group is only available to agents whose campaign is explicitly allowed to use it. Until you make that connection, the group sits there with nobody able to staff it.

Where the connection is made

Open the Campaign you want to handle email and click Modify. Look for the Allowed Inbound Groups section. This is the same list that controls which inbound call queues a campaign can answer, and email groups appear in it alongside call ingroups. Check the box next to your email group, then submit at the bottom of the page.

That single checkbox is what makes the group staffable. From then on, when an agent logs into this campaign, the email group shows up as something they can join, right next to any voice Ingroup the campaign already answers.

What the agent sees after this

Once the box is checked, an agent who logs into the campaign can select the email group as part of their session. After that, incoming email behaves like an inbound call. A message pulls the customer's record onto their screen, locks the Lead so they will not get another contact while they work it, and waits for a reply. When they finish, they apply a Disposition and become available for the next call or email.

flowchart TD
  A["Email group exists"] --> B["Open campaign and click Modify"]
  B --> C["Allowed Inbound Groups section"]
  C --> D{"Check the email group box"}
  D -->|checked and saved| E["Agent can staff the group"]
  D -->|unchecked| F["Group not available in this campaign"]
  E --> G["Agent logs in and joins the group"]
  G --> H["Incoming email reaches the agent"]

A few things to check

If the group still does not show up for agents after you have checked the box, run through the basics:

• Confirm the email group itself is active, not just present in the list.
• Make sure agents are logging into the right campaign, the one you allowed it on.
• Verify email is on at the system level and the parser is running, so messages have something to deliver.

You can allow the same email group on several campaigns if more than one team should answer it, and you can pull it off a campaign just as easily by clearing the checkbox. That makes it simple to move email coverage around as staffing changes, without touching the email group or account.

To understand what happens the moment a message lands on a staffed agent, read how agents receive and reply to email. For the whole sequence from System Settings to a live channel, see the inbound email and chat guide. If you would rather run blended voice and email on a managed box without the server-side setup, our pricing page lays out the plans.