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How to setup an Email channel?

In this article, you will learn the following information:

 

How to set up an email channel?

 

Go to Settings → Inboxes → Add Inbox.

 

 

Click on the Email icon.

 

 

Select Other Providers.

 

 

Enter the channel name (how you want to name this channel), your support email address, and click the Create Email Channel button.

 

 

Add agents for this channel.

 

 

You have successfully created the inbox.

Attention! After creation, you need to configure IMAP settings so that messages from clients arrive at your email. You can find detailed instructions about this here.

 

 

 

Additional channel settings

 

The created mail channel should appear in the list in the Inboxes section. To view or modify additional settings, go to Settings → Inboxes, then click the gear icon on the email channel.

 

 

 

"Settings" section

 

This will open the page on the Settings tab, where:

  • Channel Avatar. Add an image of the inbox.
  • Inbox name. Change the name of the inbox if necessary.
  • Enable channel greeting. After the client sends the first message, you can set up an automatic reply. To do this, select Enabled.
  • Channel greeting message. This field will be displayed if you enable the channel greeting. Write the reply that the client will see after sending their first message, for example, "BrandWizard usually responds within a few minutes."

At the end, choose the name that will be visible to the client when they receive messages from your agents.

After making changes to the settings, click Update.

 

 

 

"Collaborators" section

 

Click on the Collaborators tab. Here you can add or remove agents. You can also enable or disable automatic assignment of new conversations to agents. If needed, you can set a limit on the maximum number of conversations automatically assigned to one agent. Click Update to save changes.

 

 

 

"Business Hours" section

 

Go to the Business Hours tab. In this section, you can set your team’s working hours related to the mail channel. To activate the working hours mode, check the box Enable business availability for this inbox.

  • Once the checkbox is set, you can write a message for clients that will be displayed outside working hours.
  • You can also set working hours for each day of the week considering the selected time zone.

After changing the settings, click the Update business hours settings button.

 

 

 

"CSAT" section

 

Enable CSAT. After that, your customer satisfaction survey will be automatically sent at the end of each conversation. CSAT results can be viewed later in the Reports section.

 

 

 

"Configuration" section

 

Go to the Configuration tab.

Enable IMAP settings. This is necessary to set up the email account where messages from clients will be received. After checking the box, fields for filling will appear:

  • Address: Enter the incoming mail server: imap.your-provider.com (for example, imap.gmail.com for Google).
  • Port: Enter the port for your provider. You can find this in the documentation:
  • Login: Enter your email address that should receive the messages.
  • Password: Enter your email password.
  • If needed, enable SSL (this is a cryptographic protocol for creating a secure encrypted connection between the client (for example, a browser) and the server (the website)).

 

 

After configuring IMAP, enable SMTP configuration for this email account. This is necessary so that clients receive responses from your company's email.

Attention! If you decide not to set up this configuration, messages to clients will come from BrandWizard's email address.

After checking the box, fields for filling will appear:

  • Address: Enter the outgoing mail server: smtp.your-provider.com (for example, smtp.gmail.com for Google).
  • Port: Enter the port for your provider. You can find this in the documentation:
  • Login: Enter your email address from which responses to clients will be sent.
  • Password: Enter your email password.
  • Domain: Enter the same data as in the Address field.
  • Select the encryption type:
    • SSL/TLS.
    • STARTTLS.
  • Choose Open SSL verification mode.
  • Select the authorization method.