Create New Channel Email Inbox
This section explains how to create a new email inbox channel by following the steps described below:
Go to the Integration menu and click the Channel Connector menu, then you will see a channel connector page such images below.
On the channel connector page, click the 'Plus' button in the channel email inbox, and then you will see a pop-up channel setting. Select the email account type that you want to integrate.
Outlook Email
The following fields must be completed for configuring channel outlook email settings.
Component Explanation:
Protocol
Select your email protocol (IMAP or POP3). IMAP (Internet Message Access Protocol): Emails remain on the email server, allowing you to set up the account on multiple computers and devices to access your email, as well as accessing them through. POP3 (Post Office Protocol version 3): All your emails are downloaded to the computer or device checking the email. After the emails have been downloaded, they are removed from the mail server.
Email Address
Your outlook email address business.
Incoming Host
Incoming mail server hostname, such as incoming Mail (IMAP) outlook.office365.com and also Incoming (POP) server outlook.office365.com
Incoming Port
The port number used by the incoming mail server. The usual port numbers used for incoming mail are 993 for IMAP accounts, and 995 for POP accounts.
Incoming Security
Security keys associated with an incoming mailbox validate the permissions for incoming emails to perform various actions on the server.
Outgoing Host
Outgoing SMTP (Simple Mail Transfer Protocol) server hostname, such as smtp.office365.com
Outgoing Port
The port number used by the outgoing mail server. The usual port numbers used for outgoing mail are 587.
Outgoing Security
Security keys associated with an outgoing mailbox validate the permissions for outgoing emails to perform various actions on the server.
Tenant ID
Your app registration tenant id. To know more about how to obtain tenant id, please refer to this page.
Client ID
Your app registration client id. To know more about how to obtain client id, please refer to this page.
Client Secret
Your app registration client secret value. To know more about how to obtain client secret, please refer to this page.
Client Secret Expiry
Your app registration client secret expired date. To know more about how to obtain client secret expiry, please refer to this page.
After complete, click the 'save' button first.
After the channel has been successfully created and saved, click the 'Config Edit' channel button. Click the 'Authorize' button on the pop-up channel setting. Sign in using your company email address.
You will see permission-requested access to your business email account. Review and then accept permission.
Click 'Proceed' when the authentication process is complete.
Congratulations, your outlook email channel is now ready to use.
Exchange On-Premise Email
The following fields must be completed for configuring channel exhange on-premise email settings.
This setting requires an Exchange URL Server. You can find it by logging in to the Exchange Admin Center (EAC), then navigating to Servers > Virtual Directories and selecting EWS (Exchange Web Services) to view the Exchange URL
Component Explanation:
Email Address
Your exchange email address business.
Username
Username obtained from your email address.
Example: your email address is [email protected]. Then, your username is only 'example.email'.
Password
Your password email exchange.
Exchange Server URL
Input the exchange url server. You can find it by logging in to the Exchange Admin Center (EAC), then navigating to Servers > Virtual Directories and selecting EWS (Exchange Web Services) to view the Exchange URL.
Thread Mode
This setting is used to control the email thread mode, whether threads are grouped by subject only or by subject and participant.
If Subject is selected, email threads are grouped only by subject. This means that replies with the same subject, even from different participants, will be grouped into the same thread.
If Subject and Participant is selected, email threads are grouped based on both the subject and the participant. In this mode, replies with the same subject but from different participants will be treated as separate email threads.
CC as Ticket
This setting determines whether email replies from recipients in CC will create a new ticket or remain in the same ticket.
Congratulations, your exchange email channel is now ready to use.
Other Email
The following fields must be completed for configuring channel email settings.
Component Explanation:
Protocol
Select your email protocol (IMAP or POP3). IMAP (Internet Message Access Protocol): Emails remain on the email server, allowing you to set up the account on multiple computers and devices to access your email, as well as accessing them through. POP3 (Post Office Protocol version 3): All your emails are downloaded to the computer or device checking the email. After the emails have been downloaded, they are removed from the mail server.
Email Address
A series of letters, numbers, and symbols used to send and receive the email.
Username
Username obtained from your email address.
Example: your email address is [email protected]. Then, your username is only 'example.email'.
Password
Incoming Host
Incoming mail server hostname, such as incoming Mail (IMAP) imap.<name of service>.com and Incoming (POP) server pop.<name of service>.com
Incoming Port
The port number used by the incoming mail server. The usual port numbers used for incoming mail are 143 and 993 for IMAP accounts, and 110 and 995 for POP accounts.
Incoming Security
Security keys associated with an incoming mailbox validate the permissions for incoming emails to perform various actions on the server.
Outgoing Host
Outgoing SMTP (Simple Mail Transfer Protocol) server hostname, such as smtp.<name of service>.com
Outgoing Port
The port number used by the outgoing mail server. The usual port numbers used for outgoing mail are 465 for IMAP accounts, and 587 for POP accounts.
Outgoing Security
Security keys associated with an outgoing mailbox validate the permissions for outgoing emails to perform various actions on the server.
Sent Folder Name
This field will appear if you choose IMAP for your protocol. If your client is sending mail through Gmail’s SMTP2 server, your sent messages will be automatically copied to the [Gmail]/Sent Mail folder. (Note that the folder prefix [Gmail] is not used for all accounts. For a minority of users, the prefix [Google Mail] is used instead.)
Channel Setting LOB
To specify whose Line of Business has access to this email channel. You can refer to this page for further explanation about LOB.
Channel Setting Send Alias
This function allows you to customize the appearance of your name and email address, possibly because you need to personalize the name and email address displayed to customers.
Component Explanation:
Alias address
To costumize your email address
Alias name
To customize your display name
Add button
To add your alias address and name
Records field
List of your saved alias names and addresses
The e-mail channel that was successfully added either using outlook or other email types will appear according to the example image below.
Component Explanation:
1.
Email Address
Email Address has been registered on Omni Channel 3Dolphins.
2.
Channel ID
Each channel registered in OmniChannel 3Dolphins has a different ID.
3.
Channel Config Edit Button
Click to edit the configuration of this email channel.
4.
Delete Button
Click to delete the channel.
5.
Online / Offline Button
Click to turn on or off the channel. Red means offline, Green means online.
6.
Refresh Button
Refresh your channel at any time to ensure you are always up to date with the refresh button.
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