Email Integration
Connect your email system to eeV.ai for seamless email-based customer support.
Email Provider Support
SendGrid Integration
eeV.ai primarily integrates with SendGrid for reliable email delivery:
- High Deliverability: Industry-leading email delivery rates
- Scalable Infrastructure: Handle high email volumes
- Advanced Analytics: Detailed email performance metrics
- Template Management: Create and manage email templates
Setup Process
1. SendGrid Account Setup
- Create or access your SendGrid account
- Generate API key with appropriate permissions
- Configure sender authentication (SPF, DKIM)
- Set up dedicated IP (if required)
2. eeV.ai Configuration
- Navigate to Integrations > Communication
- Select Email integration
- Enter SendGrid API key
- Configure sender details:
- From name
- From email address
- Reply-to address
3. Email Settings
- Signature Configuration: Set up email signatures
- Auto-Response: Configure automatic replies
- Escalation Rules: Define when to escalate emails
- Template Selection: Choose email templates
Email Features
Automatic Ticket Creation
- Convert incoming emails to tickets
- Extract customer information
- Categorize by subject or content
- Assign to appropriate agents
Smart Routing
- Route emails based on content analysis
- Priority-based assignment
- Skill-based routing to specialists
- Load balancing across agents
Email Templates
- Pre-built response templates
- Dynamic content insertion
- Multilingual support
- Brand customization
Analytics and Reporting
- Email response times
- Resolution rates
- Customer satisfaction scores
- Volume and trend analysis
Best Practices
Email Management
- Set up proper email filters
- Use clear subject line conventions
- Implement consistent response templates
- Monitor email deliverability rates
Customer Experience
- Provide clear auto-response messages
- Set realistic response time expectations
- Use professional email signatures
- Ensure mobile-friendly email formats
Troubleshooting
Common Issues
- Authentication Failures: Verify API key permissions
- Delivery Problems: Check SPF/DKIM configuration
- Template Errors: Validate template syntax
- Routing Issues: Review routing rules and conditions
