Skill fulfillment can be done in many different ways including a text response, web service call or sending an email. Email is a simple and fast way to integrate with many other systems including Facilities, CRM or Service Desk applications. An Administrator can configure the email server and trigger emails from a specific email address. Email templates can be created to standardize outbound communications used during skill fulfillment.
The following are some of the benefits of using email for skill fulfillment:
By default Luma leverages a mail server defined by Serviceaide for all customers. This allows Luma to send registration emails and other key notifications out before a custom mail configuration is defined. Once you save your own custom configuration, the only way to revert to the original system settings is to contact the Serviceaide support team. |
An Administrator can create an email server which can be used to trigger emails from the bots in your tenant. Once the email server is configured, customized emails can be sent from a specific inbox to a specific email address for skill fulfillment. Only one email server can be created for a Tenant. To create an email server, do the following:
Enter the Host Name, which is the internet name of the server.
Enter the Password you use to sign in to your email account.
Advanced Encryption Standard (AES) algorithm encryption is used to ensure that the password is stored in clear text, and not misused. |
Enter the Reply to Address which is the email address to which you want the users to reply to an email.
The Reply to Address field is used when you want the user replies to be received on a different email address instead of the sender's email address. You can either leave this field blank, in this case, the sender's email address appears when the user clicks Reply. Alternatively, if you include an email address in this field, then the user replies are sent to the the email address specified in the Reply to Address field, instead of the sender's email address. |
Select the Block Outgoing Email from the drop-down list. Select Yes to block the outgoing emails, and No to allow the outgoing emails.
You can set the Block Outgoing Email to yes, when you do not want to send any emails while testing the Email Notification feature. However, you can provide the Redirect Email ID to check whether the email server was configured properly. |
Enter the Redirect Email Address. When the skill is executed, if the outgoing email address blocks the email, then the email is sent to the address specified in Redirect Email Address. This allows for monitoring of blocked emails and taking action.
Select whether the Security Protocol is None, SSL or TLS, based on the mail server. Security Protocol helps to transfer emails on a server and protect service providers from email fraud attempts. The Port Number is dependent on the selected Security Protocol.
Next populate the To, CC or BCC email addresses as required.
It is mandatory to enter the To, CC or BCC or email address, else the email cannot be sent. |
Click Validate to send the email to the users.
Once the email is sent to the intended email address successfully, a success message appears. To confirm whether the email is received, check the Inbox of the targeted user. |
Ensure that you enter correct email settings; else, the emails cannot be sent. If the mail server details are not provided, then system uses the default out-of-the-box mail server configuration. |
Once the email server is created, you can create email templates.
An Administrator can create email templates to be used as part of email fulfillment in skills. This helps to define a standard HTML look and feel when emails are sent from Luma. To create email template:
To know how to create a skill, refer Creating your First Skill. While creating a skill, Administrators and Developers can use a specific email template to send an email for fulfillment. This helps to integrate with another system that may use email instead of a web service.
While using email fulfillment in a skill, you can use variables from the skill, especially for the To and Message fields. To use email while fulfilling a skill, do the following:
Enter the email details such as the email address, subject and the message.
The From email address is auto-populated based on the value entered while configuring the email server. However, it can be edited if an organization's email server (local host) is used. In such case, emails can be sent using a different email address if required. As part of email fulfillment, when emails are sent through Luma, the From field can be populated based on the user who is executing the skill for example, the email will be received from User A, and not the default email address configured in email settings. If the mail server configured allows sending emails on behalf of other users, only then the From field email address can be changed. |
To associate an email template in a skill, do the following:
You can use the email template as it is, or click Customize to make any changes.
Global templates can be customized to make changes to the email template as required. Any customization done to the email template in email fulfillment does not affect the template source. |
Following is a sample conversation executing the guest access skill.
Once the skill is executed, the following email is received specifying the request details.
Following are the common issues and their resolutions while triggering the email fulfillment skills: