Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

    Email Ticketing

    Accessing emails of deleted users in FocalScope

    As employees leave your company, you may decide to delete their FocalScope user account. In most systems, this would mean the deletion of every email...

    Archiving FocalScope Emails to SugarCRM

    FocalScope-SugarCRM integration allows you to archive emails in FocalScope as objects in SugarCRM. This article will detail how to configure and use ...

    Best practices for (re)configuring core FocalScope features

    Standard Responses , Autoresponders , working-hours and SLA profiles , and Ticket Queues , are core features upon which other features rely on. It is...

    Can I still access the emails of a deleted FocalScope user account?

    In the event that the FocalScope user account of an ex-employee is deleted, all personal folders belonging to that account will become inaccessible. ...

    Configuring a holiday Auto-Responder

    During public / company holidays, you may wish to communicate a festive message to customers and notify them of any company closure during the holida...

    Configuring the spellchecker in the Thick Client

    This article details how to set the default spellchecker language in the Thick Client as well as how to temporarily set the spellchecker to a differe...

    Delaying outgoing emails for quality-checking purposes

    Under certain occasions, the need may arise to delay outgoing emails for quality-checking purposes by agents or their superiors. This article details...

    Displaying hidden or inaccessible folders in FocalScope

    If you have hidden folders in your workspace, you may eventually want to display them again if you need to access the folder contents. Perhaps you re...

    Distribution list VS email account - Using valid email accounts in FocalScope

    When configuring FocalScope user and ticketbox email accounts, it is important to use valid email accounts. This article will give examples of a dist...

    Email language translation, automatic and on-demand

    Similarly to automatic translation of live chat messages from the native language of the web site visitor to the language spoken by the support agent...

    Related articles

    Let us help

    If you have any questions, or need further support, please don’t hesitate to reach out.