Connecting email

Customer emails land in the shared conversation list, and your replies go out from your support address.

How to connect

1. Open Settings → Inboxes and add an inbox.
2. Choose Email.
3. Name the inbox and enter the support address.
4. Fill in the IMAP settings used to receive mail:
   • server address and port;
   • username and password.
5. Fill in the SMTP settings used to send mail:
   • server address and port;
   • username and password.

Settings for common providers

Gmail

• IMAP: imap.gmail.com, port 993
• SMTP: smtp.gmail.com, port 587
• Enable IMAP in Gmail settings and create an app password if two-factor authentication is on. Your normal account password will not work.

Yandex Mail

• IMAP: imap.yandex.ru, port 993
• SMTP: smtp.yandex.ru, port 465
• Allow IMAP access in the mail settings and use an app password.

Mail.ru

• IMAP: imap.mail.ru, port 993
• SMTP: smtp.mail.ru, port 465
• A separate password for external applications is required.

Microsoft 365

Sign in with your Microsoft account and grant the requested permissions — no passwords to enter by hand.

What is supported

• Messages grouped into threads by subject;
• HTML emails and attachments;
• CC recipients;
• The signature configured in the agent's profile.

If mail does not arrive

• Check that you used an app password rather than the account password;
• Confirm IMAP access is enabled on the mail provider's side;
• Check the ports: some providers block outgoing SMTP.