01/22/19 21:08 PM  

Skills - Set Up Proactive Agentless Email | RingCentral Contact Center

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SummaryThis article describes the steps and requirements to setup Proactive Agentless Email.

How to set up Proactive Agentless Email

Required security profile permissionsMessage Templates Create, Campaigns Create, Skills Create, Calling List Create, and access to teams


• Enable Personal Connection (Contact your account manager)
• Create the campaign under which you want this proactive agentless email skill to work.

1. Click Routing > Campaigns.
2. Click Create New.
3. Enter a Campaign Name. Click Create Campaign.

Create Proactive Agentless Email Skill


1. Click Routing > Skills.

2. Click Create New > Single Skill.

3. Set the Media Type to Email and set Inbound/Outbound to Outbound. Set the Outbound Strategy to Personal Connection. Give the skill a unique, descriptive Skill Name, select the Campaign you want to associate with the skill, and select the message template you created from the Message Template drop-down.
Click Create.

4. Create a custom data definition with a Type of Email.

5. Create a calling list with at least two columns: one for the unique external ID of the contact and one for the email address.
You cannot use the same calling list for both email and phone. You can, however, upload the calling list twice to assign it to an email skill and a phone skill separately.

6. Upload the calling list, linking it to your new email skill and verifying that the email address column correctly mapped to the custom Email field you created and that the unique ID mapped to the External ID field.

7. Finish the calling list upload wizard.

8. Start the new proactive agentless email skill to begin sending the email.
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