Traveler Email Support
Traveler email support authorizes Scout to email a customer organization’s effective servicing desk. The authorization and support terms are specific to the customer and servicing-desk combination.
Saving a support-desk email address or support terms does not authorize Scout to send email. The Traveler email support enabled setting is the explicit authorization control.
Before You Enable Email Support
The customer organization must have an effective servicing desk and a support-desk email address. If either is missing, you cannot enable traveler email support.
Configure Email Support
Open the Customer Organization
From Super Admin, open Organizations, select the customer organization, and open its Overview tab.
Confirm the Support-Desk Email
Enter the email address that Juno should use for the customer’s effective servicing desk.
Set Weekly Operating Hours
Select each day the desk accepts email and enter at least one opening and closing interval for that day. Use Add interval when the desk has multiple operating periods on the same day.
Enter the desk’s IANA timezone, such as America/Chicago. The timezone determines how Juno interprets every weekly interval.
Set the Expected Response Target
Enter the desk’s expected first-response target as a whole number from 1 through 168 hours. This target is required while traveler email support is enabled.
Set an Optional Lead-Time Cutoff
Enter the desk’s minimum lead-time cutoff as a positive whole number of hours in Minimum email lead time. Leave the field blank when the desk has no hard cutoff.
Authorize and Save
Turn on Traveler email support enabled, then save the organization. Scout is authorized to email only the effective servicing desk shown in this section.
Disable or Change the Configuration
- Disable traveler email support and save before clearing the support-desk email address. Juno rejects an attempt to clear the address while email support remains enabled.
- Disable the existing authorization and save before changing the effective servicing desk. Authorization and support terms do not transfer to a different desk; refresh the organization and configure the new customer and desk combination separately.
- If the effective servicing desk changes while you are editing, refresh before saving. Juno rejects updates that reference a stale desk.
- A support desk cannot be deleted while it is assigned to an organization. Reassign or remove affected organizations first.
Disabling traveler email support can preserve the saved operating hours, timezone, response target, and lead-time cutoff for later use, but those saved terms do not authorize Scout to send email.