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EMAIL · UCaaS
Turn incoming email into work your team can finish.
Connect your business mailbox to UCaaS. Give every conversation an owner, keep the customer context close, and bring replies, team collaboration and service follow-up into one workspace.
UCaaS
Email · Customer service
Hi, can we move the maintenance visit to the afternoon? Our team will be available after 2.
Assigned to
Operations team
Next step
Check the visit schedule
YOUR EXISTING EMAIL
Your mailbox stays familiar. Teamwork gets connected.
Choose the connection that matches your provider, then define the people who will handle its conversations.
Google / Gmail
Connect through your Google account sign-in.
Microsoft / Outlook
Connect through your Microsoft account sign-in.
Other providers
Configure SMTP for sending and IMAP for receiving.
Provider permissions and supported connection settings are reviewed during setup.
A CLEAR VIEW OF THE WORK
Know which email needs your attention.
Use All, Mine and Unassigned views to find the conversations you need. Search for the customer, review the conversation status and assign follow-up to the right person or team.
The team’s email queue
Today
All
Mine
Unassigned
01
Visit time
Operations
In progress
02
A service question
Not assigned
Needs review
03
Document received
Customer service
Resolved
Labels add a useful topic. Assignment defines who follows up.
REPLY WITH THE DETAILS
A complete reply, with less repetitive writing.
Review the message thread, use a saved reply as a starting point, attach the document the customer needs, and keep your signature consistent. Personalise the wording before sending.
Reusable replies for recurring questions
Attachments kept with the conversation
Your user’s email signature
REPLY DRAFT
Ready for review
Re: Visit arrangements
Hi Maha,
We are reviewing the afternoon slot with the team. I have attached the visit checklist so you can prepare everything in advance.
Hind · Customer service
Your business team
WORK TOGETHER ON THE RESPONSE
Let your colleague pick up the work with context.
Add an internal note for your team and keep the customer-facing reply separate. Clear ownership, labels and conversation history make handovers easier to follow.
TEAM NOTE
Hind → Operations
“The customer is available after 2. Confirm the time before replying.”
Internal note · Not sent to the customer
THE HANDOVER
The next reply starts from a shared understanding.
The assigned team reviews the note, checks the request and continues the conversation. Useful messages can be pinned or marked as favourites when the tools are enabled.
M
Maha Fahad
Facilities coordination
Account
Your customer’s organisation
Custom detail
Preferred visit: afternoon
Previous interaction
A call about the service request
Next task
Confirm the visit time
MORE THAN AN EMAIL ADDRESS
Read the email with the relationship in view.
Keep the contact details, linked account and previous conversations within reach. Record the details your business needs in custom fields, and return to the interaction history when a previous agreement matters.
WHEN A REPLY IS NOT THE WHOLE TASK
Give service requests a path beyond the email.
Create a ticket from the conversation when the request needs structured follow-up. Capture the subject, owner, priority, status and attachments; use activated SLA policies to track response and resolution commitments.
SERVICE REQUEST · 2048
Confirm the maintenance visit
Open
Owner
Operations
Priority
Normal
Reference
Customer email
01
Respond to the request
Who acknowledges and clarifies what is needed?
02
Complete the resolution
Who follows the task through to its outcome?
Response and resolution are different commitments. Tracking follows the configured service policy.
TOOLS THAT SUPPORT THE TEAM
Organise the next action. Prepare a more useful response.
Organise email follow-up with customer context, assignment and clear handovers.
WORKFLOW
A rule for the work behind the message.
Use supported events and conditions to update a label, contact or ticket, and send an email update as part of an agreed workflow.
When a request status changes
Prepare the appropriate follow-up action
AI & KNOWLEDGE
Give the assistant the knowledge your team trusts.
Build the enabled assistant around your service information and instructions. Test the response, define where the team takes over and review the output for your email use case.
Service knowledge
“Check the visit requirements before confirming.”
Automation and AI depend on enabled tools, channel support and the agreed setup.
REVIEW THE WORK
Measure the workload. Improve the follow-up.
Filter message and conversation reports by period and channel, review the available status and activity details, and export the results. Connect your review to tickets, service commitments and customer feedback tools where activated.
Where are conversations waiting for follow-up?
Which requests keep returning?
What can the team improve next?
OPERATIONS REVIEW
Conversations by status
Open
06
In progress
04
Resolved
14
A WORKFLOW READY FOR THE TEAM
Connect the mailbox. Agree how it will be managed.
A useful setup covers the mailbox connection and the way your team handles incoming work. Start with one clear service process.
01
Choose the connection
Google, Microsoft or supported SMTP/IMAP settings.
02
Define the team
Assign the users and teams who will manage the channel.
03
Prepare the working habits
Review labels, saved replies, signatures and ownership.
04
Validate and expand
Check sending and receiving, then activate the tools you need.
ONE COMMUNICATION PLATFORM
Email carries the detail. Your other channels keep the relationship moving.
A customer can ask by chat, clarify by phone and receive the agreed details by email. Bring the enabled channels together in UCaaS, with the customer record as your team’s reference.
THE AGREED DETAILS
The same customer. A channel for each moment.
Ask
Clarify
Document
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Choose a logo to explore the channel.
YOUR QUESTIONS
Before you connect your mailbox.
Answers to help you plan the connection and the team workflow.
Which email providers can we connect?
The setup offers Google, Microsoft and Other Providers. Other Providers uses SMTP for sending and IMAP for receiving. Your provider’s permissions and connection requirements must be supported.
Can more than one team member manage the mailbox?
Yes. Channel setup lets you assign users and teams. Conversation access and available actions follow the roles and permissions configured for your account.
Will the customer see our internal notes?
Internal notes are for the team. Keep them separate from the email response you send to the customer, and review the reply before sending.
How does email connect to service tickets?
Create a ticket from a conversation that needs structured follow-up, then track its owner, priority and status. SLA tracking and escalation depend on the enabled tools and configured service policy.
How do we organise incoming business email?
Connect your business mailbox and organise incoming messages with customer context and clear team ownership.
Is this a bulk email marketing service?
This page covers customer email conversations and service follow-up in UCaaS. Bulk newsletters, marketing delivery and campaign tracking are separate requirements to discuss with our team.
YOUR NEXT STEP
Give your team a better way to handle email.
Tell us how you handle customer email today. We will help define the connection, ownership and tools that fit your service process.