About emails in the PureCloud embedded clients


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Coming soon: Private deployment of PureCloud Embeddable Framework. For more information, see the release notes.

PureCloud can route inbound emails and inbound Salesforce emails (PureCloud for Salesforce only), and send outbound emails.

The following content applies to PureCloud for Chrome and PureCloud for Firefox.

Inbound emails (agents)

PureCloud routes emails to queues. Agents pick up emails in the client like any other interaction. 


Outbound emails (agents)

Agents can send emails on behalf of a queue or use the click-to-email functionality.


Screen pop (administrators)

Administrators can customize the screen pop behavior of email interactions with Architect flows.


追加リソース

For more information about the integrations, see the main landing page.

Inbound emails (agents)

PureCloud routes emails to queues. Agents pick up emails in the client like any other interaction. 


Outbound emails (agents)

Agents can send emails on behalf of a queue or use the click-to-email functionality.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.


追加リソース

For more information about the integrations, see the main landing page.

Inbound emails (agents)

PureCloud routes emails to queues. Agents pick up emails in the client like any other interaction. 


Inbound Salesforce emails (agents)

Agents pick up emails in the client like any other interaction, but respond to Salesforce emails on the case within Salesforce. 


Inbound Salesforce emails (administrators)

Administrators can configure PureCloud for Salesforce to route Salesforce emails through PureCloud.


Outbound emails (agents)

Agents can send emails on behalf of a queue or use the click-to-email functionality.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.


Screen pop (administrators)

Administrators can customize the screen pop behavior of email interactions with Architect flows.


追加リソース

For more information about the integration, see the main landing page.

Inbound emails (agents)

PureCloud routes emails to queues. Agents pick up emails in the client like any other interaction. 


Outbound emails (agents)

Agents can send emails on behalf of a queue or use the click-to-email functionality.


Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 


Screen pop (administrators)

Administrators can customize the screen pop behavior of email interactions with Architect flows.


追加リソース

For more information about the integration, see the main landing page.