Employees will contact you on various channels, such as phone, live chat, walk-ins and email. Dovetail automatically updates or creates cases and links them to the employee for you including any attachments within the email. Email formatting is retained, enabling your conversations with your employees to flow just as any other email would.
To increase the employee experience while conversing over email, Dovetail can automatically provide a confirmation receipt to the sender. This provides assurance to the employee that their questions or issue has been received and will receive attention. Automated responses may also be tailored based on your employee population, for example their geographic location, or the email content. Links may also be included to redirect the employee to common answers, or to update their case on the Dovetail Employee Portal.
The Dovetail workflow engine incorporates an advanced email parsing capability that can read incoming emails and make workflow decisions based on the content. Automated actions such as routing the case to the Payroll team if the word "payroll" is found in the content, or tagging the case automatically as a Payroll case may be performed saving time and effort, and most importantly enabling HR to provide a faster response to their employees.
