Email Module Overview

The Email Module in Cirrus Halo lets your contact centre manage customer emails just like any other channel — quickly, clearly, and with full visibility. It takes care of routing, tracks response times, and can send automatic replies to confirm receipt or handle simple requests.

✅ The Email Module must be licensed and enabled by Cirrus.

Types of Email Handling

1. Background Email

• Agents are alerted to new emails through an external email client (like Outlook).
• Emails are viewed and replied to outside the Halo Client.
• Voice calls continue to route to the agent while they handle email.
• Agents must have a valid email address.

2. Foreground Email

• Agents are notified directly in the Halo Client.
• Emails can be opened, read, and replied to within the Halo interface.
• Messages are displayed in full HTML (supporting images, formatting, and attachments).
• Voice calls and other interactions pause while the agent is working on a foreground email.

⚙️ The same routing rules apply to both Foreground and Background email handling.

How Email Queuing Works

To keep performance smooth and prevent overload, Halo automatically limits (throttles) the number of emails queued for each router.

The system calculates this limit using:

(Number of emails in queue per active agent) × (Number of active agents + 5)

By default, each active agent is allocated 2 emails in queue.

For example:
If two agents are active in a router, the queue limit is 2 × (2 + 5) = 14 emails.
Once this limit is reached, no additional emails will enter the visible queue until space becomes available; however, Halo will still continue to pull emails.

This helps keep workloads balanced and ensures agents always have time to respond properly.

Essential Components for Email Functionality

1. Halo Email Server

• Holds configuration details linking Halo to your real email server.
• Usually, there’s one main Halo Email Server, but you can create more if you connect multiple servers.
• Managed directly by Cirrus.

2. Email Account

• The entry point for all incoming emails.
• Works like a Starter does for call routing.
• Each public-facing email address (e.g. support@, sales@) needs its own Email Account.

3. Email Rules

• Define how and where incoming emails are routed.
• Rules can direct emails based on keywords, sender, or address.
• Multiple rules can be created for each Email Account.