Using the “Send Email” Block in Phonely Workflows

Phonely enables you to send emails live during a call with its “Send Email” block. This feature is perfect for scenarios where you want to inform a customer that you’re sending an email in real-time, enhancing transparency and engagement. Here’s a step-by-step guide to setting it up.

When to Use the “Send Email” Block

Live Emails: Send emails directly during the call. This is ideal for situations like sharing confirmation or details that the customer needs to act on immediately.

Post-Call Emails: If the email includes call summaries, transcripts, or other information after the call ends, use the post-call actions feature instead. (Refer to the separate tutorial on post-call actions for more details.)

Setting Up the “Send Email” Block

Step 1: Add the Block

1. Navigate to the Agent Design section in Phonely’s platform.

2. Go to the Workflows tab.

3. Click the ”+” button to add a new action.

4. Scroll to Live Call Actions and select “Send Email”.

5. Once added, click the block to customize its settings in the right-hand sidebar.

Step 2: Set Email Recipients

Dynamic Recipients: Use information gathered during the call, such as the customer’s email address.

Fixed Recipients: Enter a specific email address manually.

Pro Tip: To ensure accurate transcription, prompt customers to spell out their email address during the call.

Step 3: Customize the Email

Subject Line: Personalize the subject line with variables like the customer’s name or other gathered information. Example: “Appointment Scheduled for [Customer Name]”.

Content: Add the email body. You can use plain text or HTML for visually appealing designs.

Step 4: Additional Options

From Name: Customize the sender’s name.

Interim Message: Set a short message to play while the action is in progress. For example, “Please hold while I send that email for you.”

• To disable this message, leave the field blank.

Pro Tips for Optimizing the “Send Email” Block

1. Improve Delivery Accuracy: Always ask customers to spell out their email address to avoid transcription errors.

2. Personalize Emails: Use variables gathered earlier in the call to tailor the content.

3. HTML Emails: Select HTML format for professional-looking emails, especially for branded communication.

With these steps, you can seamlessly integrate live email sending into your Phonely workflows, ensuring real-time communication and improving customer satisfaction. For advanced features or troubleshooting, explore our Help Desk.