Omnichannel Email
Written by B3Networks Academy
Updated at September 12th, 2025
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Table of Contents
Prerequisites
To access the Omnichannel Email, following licenses are required:
- Phone system base license
- Contact Center license
- Support Center license
Send out an email
To send out an email through the unified workspace, follow the steps mentioned below:
- Click the ( + ) icon → Create Ticket.
- Turn the toggle on for Send Email to Customer.
- Select a Channel from the list (Only channels with Email Configuration enabled will appear).
- Enter the email details:
- Recipient: To (mandatory), Cc (optional), Bcc (optional)
- Subject
- Email Content (Description)
- Form Fields (if available)
- Click Send
Email Actions
The following actions are available for users on an email:
- Reply Options:
- Reply
- Forward
- Forward as New Email
Note: Call visualization and tagging are not available in Reply/Forward actions. The earlier email thread is always visible when replying.
- Compose the reply in the reply editor.
- Internal chat
- Internal notes are not visible to customers.
- Use @mention to notify team members.
- Mentioned members receive email notifications and can reply via Email or Unified Workspace.
- Watch
- Create linked ticket
- Add related case (the related case are not visible to customers)
