Other Email
Connect IS-Messenger to an email inbox and start receiving emails on the platform
Last updated
Connect IS-Messenger to an email inbox and start receiving emails on the platform
Last updated
Internet Message Access Protocol, IMAP, is a two-way incoming mail protocol that only downloads email headers instead of its entire content. The two communication allows the protocol to syncs whatever changes are made on the email client to the server. Simple Mail Transfer Protocol, SMTP, is an email protocol used to send emails from a local client to a recipient's address. SMTP uses a Mail Transfer Agent (MTA) to send your communication to the right computer and email inbox.
If you wish to connect Gmail, Outlook and Yahoo, it will require an additional step for authorization. Please refer to the following guides on how to do so.
Step 1: Navigate to Workspace Settings > Click Add Channel
Step 2: Locate the Gmail Channel > Click Connect
Step 3: Click Connect > Sign in with your email and app password
Step 1: Navigate to Workspace Settings > Click Add Channel
Step 2: Locate the Other Email Channel > Click Connect
Step 3: Click Connect > Sign in with your email and login password
Step 1: Navigate to Workspace Settings > Click Add Channel
Step 2: Locate the Other Email Channel > Click Connect
Step 3: Click Connect > Enter your email and password credentials
Step 1: Navigate to Workspace Settings > Click Add Channel
Step 2: Locate the Other Email Channel > Click Connect
Step 3: Click Connect > sign in with your credentials and set up the SMTP settings.
Once you've filled in the required information, click Next. A forwarding email address will be provided and it needs to be set up in the email inbox settings.
Refer to the following providers on how to set up the Email Forwarding rule
Once you have completed the setup, all incoming emails can be received in your Workspace. Do note that emails sent directly from the email provider will not be reflected in the platform.
If you encounter errors when connecting to Gmail, please ensure that you have set up the Email Forwarding rule in your email inbox settings.
Step 1: Go to Settings > Channels > Locate your email Channel > click Manage
Step 2: Make the necessary configuration
You can configure the following:
Channel Name - Name used internally to identify the account.
Sender Name - The sender name is what your customers will see in their inbox as the sender of the email. By default, the sender name includes the name of the agent assigned to the conversation (using our variables) and the name of the company.
Workflow Sender Name - The sender name is what your customers see in their inbox as the sender of the email when it is sent through the workflow. By default, the sender name is set as the name of the company.
Signature - You have the option to create your own signature that will be automatically added to all your outgoing emails. If desired, you can choose to hide the signature by unchecking the checkbox. By default, the signature will be in the following format: Regards The first and last name of the assigned agent (using our variables) Company name
In addition, you have the ability to include an image and customize your signature using our rich text editor to create your desired format. By default, this signature will be applied to customers who are connecting a new email channel. For existing users, your previous settings will remain in effect until you modify your configurations.
Hide IS-Messenger branding in reply - Option to hide the IS-Messenger branding in replies to your Gmail contacts (Available to organizations with subscriptions).
Default copied email address: This option allows emails added here to be automatically copied in every outgoing email.
HTML Background: This option enables or disables the HTML background in the emails that are sent out.
Additional Settings - Email credentials and IMAP/SMTP settings are used to connect the inbox to receive and send emails to/from the platform.
Step 3: Click Done to update the Channel configuration.
Messages Are Not Arriving
Step 1: Check the email credentials and IMAP settings
If the emails are not received on the platform, there may be issues with the credentials used to set up. Be sure to cross-check all the information and if your mail server requires a secure connection, make sure to check the This server requires a secure connection (TLS/SSL) checkbox.
Step 2: Check the email forwarding rule set up in the email inbox
The forwarding email forwarding address is available in Configure Other Email Providers dialog. Check the email address is the same as the one you configured in the email settings.
When setting up your email Forwarding Rule, if you encounter an issue where the Save button is missing from the dialog (sample image as below), you'll need to set up the Forwarding Rule using the Rules settings instead.
Step 1: Navigate to Rules
On the Outlook platform, go to Settings > Email > Rules.
Step 2: Create a Rule
Configure your rule as below:
Subject line - provide a relevant name.
Condition - select Apply to all messages.
Step 3: Click Save
Step 1: Check the email credentials and IMAP settings
If your Contacts are not receiving replies, there may be issues with the credentials used to set up. Be sure to cross-check all the information and if your mail server requires a secure connection, make sure to check the This server requires a secure connection (TLS/SSL) checkbox.
Cannot access the email forwarding feature in Yahoo
The app password is NOT the same as your login password. Learn how to .
Alternatively, you can also sign in with an app password. Learn how to .
The app password is NOT the same as your login password. Learn how to
Upgrade to Yahoo paid account to access its email forwarding feature. Learn more about the Yahoo email forwarding feature
Action - select Forward to and add your forwarding email address. You can get your forwarding email address from the IS-Messenger .
Stop processing more rules - enable. More info on the .
Automatic forwarding of emails in free Yahoo Mail accounts has been discontinued. to understand the limitations of the email forwarding feature in free Yahoo mail.
You need to or to use the email forwarding feature in your Settings
Having trouble with the channel? Contact us !
