Overview

Setting up email in Cirrus Halo involves more than creating a mailbox. To ensure emails are received, routed and assigned correctly, you must configure the router, create an email account, add a default email rule and confirm your agents are configured to handle email interactions.

This guide brings together the complete setup process and links to the individual configuration guides where appropriate.

Before you begin

Before configuring email in Cirrus Halo, make sure you have completed the following:

• Create the mailbox that Cirrus Halo will monitor.
• Configure Microsoft 365 delegated or application permissions for the mailbox.
• Decide which agent group will handle incoming emails.
• Confirm whether you need any custom routing rules or qualifiers.
• Gather the mailbox details, including:
  • Email address
  • Mailbox folder
  • Reply address, if different

Step 1. Configure the email router

The router determines how incoming emails enter Cirrus Halo and which queue they are routed to.

1. Go to Administration > Phone & Text > Routers.
2. Create a new router or edit an existing one.
3. Configure the following settings.

Setting	Recommendation
Name	Use a meaningful name that identifies the mailbox or department.
Specific media only	Enable this option.
Media	Select Email.
Max. queue length/agent %	Set to 5000 unless your implementation requires a different value.
Groups ‘tab’	Assign the group that will receive incoming emails.
Qualifiers	Add any custom qualifiers required for your routing strategy.

Step 2. Create the email account

Once the router has been created, configure the mailbox that Cirrus Halo will monitor.

For the full procedure, see Create an Email Account.

When creating the account, use the following recommendations.

Step 3. Create the default email rule

Every email account requires a default routing rule. For detailed instructions, see Create Email Rules.

After creating the email account:

1. Under the Email rules title, click ‘+ Add’
2. Create a new rule.
3. Configure the following values.

Leave the remaining settings at their default values unless your solution requires custom routing.

4. Click Save.

Important

The Default rule must always be the final rule in the rule list. Cirrus Halo evaluates rules from the top down. If no previous rule matches, the default rule ensures every email is routed correctly.

 

Step 4. Configure your agents

Creating the mailbox and routing rules is only part of the setup. Agents must also be configured to receive email interactions.

For each agent:

• Assign the agent to the correct group.
• Enable email handling.
• Configure the maximum number of concurrent email interactions.

The following settings are available.

These settings can be configured in either Supervisor or Administrator view.

Step 5. Configure optional features

Depending on your implementation, you may also want to configure:

• Additional email routing rules
• Custom qualifiers
• Text Blocks

These features allow you to tailor routing and responses to meet your business requirements.

Step 6. Test the configuration

Once the setup is complete, verify that emails are flowing correctly.

1. Enable the email account.
2. Send a test email to the monitored mailbox.
3. Wait approximately two to three minutes.
4. Confirm that the email appears in Supervisor view.
5. Check that the email is routed to the expected queue.
6. Confirm that an available agent receives the interaction.

If the email does not appear:

• Check whether the email is still present in the monitored mailbox.
• Confirm that the email account is enabled.
• Verify the default router and default email rule.
• Check that agents are assigned to the correct group.
• Confirm that agents are available to receive email interactions.

If the email remains in the mailbox and is not imported into Cirrus Halo, contact the Cirrus Support Desk. Technical Operations can review the email processing logs to identify the issue.

Troubleshooting