---
title: How to setup an Email channel?
description: How to set up an email channel?
---

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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?**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#How_to_set_up_an_email_channel) 
    - [**How to connect email from another provider?**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#How_to_connect_email_from_another_provider)
    - [**How to connect Yandex email?**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#How_to_connect_Yandex_email)
    - [**How to connect Google email?**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#How_to_connect_Google_email)
- [**Additional channel settings**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#Additional_channel_settings) 
    - [**"Settings" section**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#Settings_section)
    - [**"Collaborators" section**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#Collaborators_section)
    - [**"Business Hours" section**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#Business_Hours_section)
    - [**"CSAT" section**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#CSAT_section)
    - [**"Configuration" section**](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#Configuration_section)

---

 

### **How to set up an email channel?**

 

Go to **Settings → Inboxes → Add Inbox**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/857479564929d87875201c70de15336b2077a711)

 

Click on the **Email** icon.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/849a749d43998bbcf32bd0e6d9a73983f65c7c70)

The **Select your email provider** page will open. Choose the option that suits you:

- **Yandex** - for Yandex email, including corporate email on Yandex 360. You sign in to your account, and the IMAP settings are filled in automatically. Learn more [here](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#How_to_connect_Yandex_email).
- **Google** - for Gmail. You sign in to your Google account, and the IMAP settings are filled in automatically. Learn more [here](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#How_to_connect_Google_email).
- **Other providers** - for any other email. You set up IMAP and SMTP manually. Learn more [here](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#How_to_connect_email_from_another_provider).

**Attention!** If you don't see the Yandex or Google card on the page, this connection method is not enabled for you. In this case, use **Other providers**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/6518d700a39fcebe14463e6b64b2d8a67c4bfaac)

 

#### **How to connect email from another provider?**

 

Click **Other providers**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/ff647554f192b3a232cdcdf5cfe925544e1b6459)

 

Enter the **Channel name** (what you want to call this source) and the **Email**, which is the address your customers send support requests to. Click **Create Email channel**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/49569d8f14972bd2e37f44037becfd9bf9221ba1)

 

Select the agents who will work with this source and click **Add agents**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/571991f3af643d85df889b8eb1c5ee1782ed1d2b)

 

You have successfully created the source.

**Attention!** Emails will not be processed until IMAP and SMTP are set up. To go to the setup, click **Click here** on the final page. You can learn more about this [here](https://help.brandwizard.io/knowledge/how-to-setup-an-email-channel#Configuration_section).

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/fddffc8ee742d51d80847aa0002bb4961534e834)

 

#### **How to connect Yandex email?**

 

Click **Yandex**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/e772497afc8b068cb268f0a824b50f80385a2699)

 

Click **Sign in with Yandex**. You will be taken to the Yandex sign-in page. Sign in to the account whose mailbox you want to connect, and grant the requested permissions. After that, you will return to Multichat at the step for adding agents.

If you don't own the mailbox and can't sign in to its account yourself, use the **Connect someone else's mailbox** section. Click **Get a link**. The link will be copied. Send it to the mailbox owner. The owner opens the link and signs in to Yandex, and then the mailbox appears in Multichat. The owner doesn't need a Multichat account.

**Attention!** The link works only once and is valid for one hour. If it has expired, you will see a message saying so. Click **Get link again**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/d138a48934509e3351253c682b304b1b57240164)

 

Select the agents who will work with this source and click **Add agents**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/8faae369e116ffb17d99a24a828fe8215055741d)

 

Once connected, IMAP is turned on automatically, so you don't need to enter the server, port, or password manually. Multichat will load emails from the last three months, and they will appear in conversations within a few minutes.

 

#### **How to connect Google email?**

 

Click **Google**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/bccfe77db28fce726dbc7d5460f9dded8d862c33)

 

Click **Sign in with Google**. You will be taken to the email sign-in page. Sign in to your account and grant the requested permissions. After that, you will return to Multichat at the step for adding agents.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/759a3719a9cce9e5ff4fc9ed0c8d139db97ce0e9)

 

Select the agents who will work with this source and click **Add agents**. The IMAP settings are filled in automatically.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/8faae369e116ffb17d99a24a828fe8215055741d)

 

---

 

### **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 settings icon on the email channel.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/3362e2bd5ca31634767291ee29804910f3211861)

 

---

 

#### **"Settings" section**

 

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

- **Channel Avatar**. Add an image of the inbox. Image requirements: 
    - Size: 15 MB.
    - Format: JPEG/PNG.
- **Inbox** **name**. Change the name of the inbox if necessary.
- **Sender name**. Choose the name customers see when they receive emails from your agents.
- **Enable channel greeting**. After the client sends the first message, you can set up an automatic reply. To do this, click the toggle.
- **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."

After making changes to the settings, click **Update**.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/9d764bed2c9320237fb435115944c52ba3486449)

 

---

 

#### **"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.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/8ac347f513ff0aefb9da588d060484bc4c57e082)

 

---

 

#### **"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 turn on business hours, click the **Enable business availability for this inbox** toggle.

- Once it's on, you can write a message that customers will see outside business 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.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/06e0615bad7a01ce3c00a785754bc995d8d3155f)

 

---

 

#### **"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.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/735e839ed561402617af4112b51e6c827d2b307a)

 

---

 

#### **"Configuration" section**

 

Go to the **Configuration** tab.

If you connected email through **Yandex** or **Google**, IMAP is turned on automatically, so you don't need to enter its settings manually.

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: 
    - [For Google](https://developers.google.com/workspace/gmail/imap/imap-smtp).
- **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)).
- **Authentication**. Choose the authentication method: plain, login, or cram-md5. If you're not sure, leave plain.

 

![](https://roketdata.helpdeskeddy.com/ru/file/kb_inline_image/1136d462c7cfc1c2f5d61c0c5822ddef52da23c6)

 

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: 
    - [For Google](https://developers.google.com/workspace/gmail/imap/imap-smtp).
- **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.
- **OpenSSL verification mode**. Choose the verification mode: none, peer, client\_once, or fail\_if\_no\_peer\_cert.
- **Authentication**. Choose the authentication method.

 

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