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Configure Digital DX to receive, track, and manage emails.
Option | Description |
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Configuration Name | Name the account for internal reference. |
Sender Email Address | To use when sending email. |
Friendly Sender Name | Used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe. |
Email client |
Select the email client you are using: MS Office 365 / Gmail / Other. The MS Office 365 and Gmail options don't only support the recommended OAuth 2.0 authentication, the Other option supports any client with basic authentication. |
Option | Description |
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User Name | User name of the email server. For example, in the email address support@acme.com, the user name is support. |
Password | The password associated with the user name for the POP3 server. Only available when you select Other for email client type. |
Server/Port | Enter the host name or IP address and port of your mail server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails are retrieved from this POP3 server. |
Secure Connection (SSL) | To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. Check with your service provider as required. |
Type | Choose your server type: POP3 or IMAP.
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Leave copy of messages on server | Store copies of emails on your POP3 server to facilitate download to Outlook or any other mail client. |
Folder | Click Refresh folder list and then select the folder in your email account that you want to use for email communication with your customers. |
Tenant ID | You Microsoft Tenant ID that you can find in the Azure AD admin center. (in the Directory ID field on the Properties page). Only available for Microsoft Office 365 users. |
Client ID |
|
Client Secret | Your client secret that you can find right next to your client ID. Only available for Microsoft Office 365 and Gmail users. |
Outgoing server | Select SMTP server to set up an SMTP server for outgoing email. |
Option | Description |
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Department | Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which agents can be assigned emails by the automatic distribution system. |
Maintain email thread ownership on new mails | Preserve the Owner (agent) field of each email thread. |
Append email thread ID to subject | Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers. |
Append email thread ID to subject | Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers. |
Auto-bcc | Specify an email address that is included in the BCC field of all outbound emails from the agent. |
Option | Description |
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Encoding | Encoding for outgoing and incoming messages. |
Format | Choose to show incoming email as either plain text or HTML. |
Canned messages for emails | Select canned message folders that agents can use with email. |
Email Footer | Enable and design a footer that is appended to all emails sent from this email account. |
Complete the steps in the dialog that appears. Once the authentication is complete, the status of the email channel changes to Ready.