🚫 How to exclude certain emails from getting pushed to Siena

In the dynamic world of customer service, it's crucial to have control over which tasks are automated and which ones require a human touch. Siena is designed to streamline your customer service process, but we understand that there may be certain emails you'd prefer to handle personally.

For instance, you might have different email groups, such as marketing or sales, linked to your help desk account, and you'd prefer these to be managed by human agents. Another scenario where you might want to exclude certain emails is when you have multiple brands or Shopify stores linked to a single help desk account. For instance, you might have Brand A with the email address branda@example.com and Brand B with the email address brandb@example.com connected. The challenge here is to ensure that Siena doesn't respond to Brand A's queries in Brand B's Siena account, and vice versa. So, how can we ensure that Siena only handles the emails you want it to?

The good news is, Siena offers a simple solution to these challenges - the Exclude receiving accounts feature. This feature allows you to specify which emails Siena should not handle. Here's a step-by-step guide on how to use it:

1. Navigate to Channels on the right panel.
2. Select the helpdesk platform you're currently using.
3. Click on Settings.
4. Go to Exclude receiving accounts.
5. Click on the Exclude button.
6. Add the email address or addresses that you don't want Siena to handle.
7. Then click the Exclude button again

Going back to our previous example, if you want to segregate the responses for Brand A and Brand B, you should add Brand B's email to the exclusion list in Brand A's Siena account. This ensures that all emails in Brand A's Siena inbox are only related to Brand A, and the same applies to Brand B.

We hope this guide has been helpful. If you have any further questions or need additional assistance, please don't hesitate to reach out to our Customer Support team. We're always here to help!