The Email page is where you define and manage the email profiles used for the email processes of your call center.
Menu path: System Administrator > Email
Overview
On the Email page you can configure the definitions related to email processes. Every email profile you define is listed on this page.
Editing or deleting an email profile
To edit or delete a defined email profile, click the hamburger menu next to it.
When you click Edit, you can change the desired fields. Numerous options are available here, including the username, the application password, the hostname and the SMTP details.
Template messages
To add and edit template messages, click the Template Messages field on the Edit page. Click the pencil icon next to a template to modify it.
Signature
Turn on the switch to activate the signature, and edit the signature used in emails. The system variables that you can use in your signature are shown in the field at the bottom of the page.
Creating a new email profile
Click the New icon at the top right of the screen.
Set the profile to active or inactive with the switch.
Note: Deactivated addresses do not send or receive emails.
Enter the details under Account Settings and click Next.
Enter the email address and the application password.
Click Next again and fill in the fields under IMAP. You can also set the use of TLS here.
Enter the SMTP details in the SMTP field.
Click Test and make sure the connection works.
Click Save.
Important: The profile must be tested before it is saved.
The created email profile is displayed on the page and is ready to use.
Field descriptions
Field | Description |
Active | Switch that sets the profile to active or inactive. Deactivated addresses do not send or receive emails. |
IMAP | Internet Message Access Protocol, used by email clients to retrieve email messages from a mail server over a TCP/IP connection. |
SMTP | Simple Mail Transfer Protocol, the internet standard protocol that mail servers use to send and receive email messages. |
TLS | Transport Layer Security, a cryptographic protocol that secures the communication between the mail client and the mail server. |
Template Messages | The message templates defined for the profile; they can be added and edited with the pencil icon. |
Signature | The signature appended to emails when the signature switch is on; system variables can be used in it. |