The Email Channel page empowers Administrators to set up IMAP and SMTP configurations, designate a Destination Queue for incoming emails, and tweak other settings like attachment size limits or email check intervals. This facilitates the integration of email into your omnichannel system, allowing agents to manage customer emails efficiently.
➕ Adding an Email Channel
Accessing the Channel Section
- Head to the Channels sub-section within the MESSAGGING section.
- Press the "Add Channel" button to initiate the channel creation dialog.
Choosing the Email Channel Type
- In the dialog, opt for "Email" as your channel type.
- Hit "OK" to continue.
⚙️ Configuring Email Channel Settings for Custom Status
When "Custom Server" is chosen from the "Email Provider" dropdown menu within the Email Channel settings window, you'll be presented with detailed configuration options:
- Email Address: Input the email address designated for this channel.
- IMAP Connection:
Username: Provide the username for IMAP.
(e.g., exampleomnichannel@gmail.com)
Password: Input the password for IMAP.
Host Name: Specify the IMAP server host name.
(e.g., imap.gmail.com)
Port: Define the port for the IMAP server.
(e.g, 993)
- SMTP Connection:
Username: Input the username for SMTP.
(e.g., exampleomnichannel@gmail.com)
Password: Input the password for SMTP.
Host Name: Specify the SMTP server host name.
(e.g., smtp.gmail.com)
Port: Define the port for the SMTP server.
(e.g., 587)
- Fill out all the required fields, referencing the example images if necessary.
- From the "Destination Queue" dropdown menu, select the Queue where you want the emails to be directed.
- After setting up both the SMTP and IMAP connections, click "Save" and utilize the "Check Connection" buttons to validate if the IMAP and SMTP connections are functioning correctly.
Saving the Channel
- Ensure all settings are accurately configured.
- Click "Save" to finalize your Email channel settings.
- After saving the settings, you can verify both IMAP and SMTP by clicking on "Check connection" for each.
By following these guidelines, you'll be able to efficiently integrate email as a customer engagement channel, ensuring emails are directed to the chosen Queue for proficient handling.
⚙️ Configuring Email Channel Settings for Microsoft Integration
Upon selecting "Microsoft" from the "Email Provider" dropdown menu within the Email Channel settings window, the interface adapts to facilitate a streamlined integration with Microsoft services:
Microsoft SignOn Button: This button will become visible. Clicking on it initiates the Microsoft authentication process.
Microsoft Login Window: After clicking the "Microsoft SignOn" button, you'll be directed to a Microsoft login page. Input your Microsoft credentials to proceed.
Permission Authorization: Once logged in, a subsequent window will appear, listing the required permissions that PBXware needs to access your Microsoft account. It's crucial to review and grant these permissions by clicking "Accept" or a similar confirmation button. This step ensures seamless email integration between PBXware and Microsoft.
Automatic Field Population: Post-authentication, the need to manually input password details on the PBXware side becomes redundant. Fields related to email configuration (like SMTP and IMAP) will automatically be populated based on your Microsoft account settings.
From the "Destination Queue" dropdown menu, opt for the Queue to which you'd like emails to be routed.
Saving the Channel
- Double-check the auto-populated settings for any discrepancies.
- Click on "Save" to finalize your Email channel setup with Microsoft integration.
- After saving the settings, you can verify both IMAP and SMTP by clicking on "Check connection" for each.
By integrating with Microsoft services in this manner, you can ensure a hassle-free setup, eliminating manual configurations and benefiting from Microsoft's secure authentication processes.
⚙️ Configuring Email Channel Settings for Gmail Integration
Upon selecting "Gmail" from the "Email Provider" dropdown menu within the Email Channel settings window, the interface will adjust to provide an easy integration with Gmail services:
Gmail SignOn Button: This button will be prominently displayed. Initiating the Gmail authentication process is as simple as clicking on it.
Gmail Login Window: After pressing the "Gmail SignOn" button, you will be redirected to a Gmail login page. Here, enter your Gmail credentials to continue.
Permission Authorization: Post-login, a window will pop up, delineating the permissions PBXware requests to access your Gmail account. Carefully review and consent to these permissions by hitting the "Allow" or equivalent confirmation button. This action ensures a smooth email linkage between PBXware and Gmail.
Automatic Field Population: Once the authentication phase concludes, PBXware will automatically fill out certain fields related to email configuration, removing the need for manual password entry.
From the "Destination Queue" dropdown menu, select the appropriate Queue for directing emails.
Saving the Channel
- Peruse the automatically populated settings to verify their correctness.
- To confirm your Email channel setup with Gmail integration, tap "Save".
- After saving the settings, you can verify both IMAP and SMTP by clicking on "Check connection" for each.
Through this integration with Gmail, manual configuration steps are significantly curtailed, and you benefit from Gmail's robust and secure authentication mechanism.
NOTE: If the Omni application encounters a disruption or malfunction, an error message will be displayed, indicating the Omni application's downtime. During this interval, the list of Channels becomes unavailable, and users are prevented from adding new channels until the Omni application is back in operation.
