Configuring Email Accounts

After configuring the OAuth applications, you need to create email accounts and add email aliases to them. 

To generate the Authorization code, configure the External URL of Application partition setting.

To configure an email account:

  1. From the Partition and Departments dropdown menu, go to the department.

  2. From the Navigation menu, browse to Apps > Email > Accounts.

  3. On the List page toolbar, click the New New Button button.

  4. On the Properties page, on the General tab, provide the following details:

    • Name:  Provide the name for the account.

    • Description: Provide a brief description for the account.

    • Status:  Click the Toggle toggle button to make the account active. By default, the status of an account is set as active.

    • Provider: Select Microsoft Office 365

    • Endpoint:  The default value for Microsoft Office 365  is Worldwide. This field is enabled only after the provider has been selected.

    • Server Type: Select the server type that you want to use. The options available for Microsoft Office 365 are POP3 and SMTP, IMAP and SMTP, and Graph API.

    • Address: This field is automatically populated when the provider is selected as Microsoft Office 365. When an OAuth registered application associated with a Microsoft account is selected, for the POP3 and SMTP and IMAP and SMTP server types, the address is set as outlook.office365.com, and for the Microsoft Graph API server type, it is set as graph.microsoft.com. 

    • Authentication Type: By default, OAuth 2.0 is selected and it cannot be changed.
    • Authorization Code: While creating an Outlook account, click the Generate button to generate the authorization code. On the Microsoft Sign-in page, log in to the Microsoft account associated with the registered application and accept the permissions requested to generate the authorization code. Once the authorization is complete, the authorization code gets automatically added to the field.

    email account

    gmail

  5. Click Save. Once the account is saved, the Email Address tab is enabled. The button next to the authorization code field updates to Regenerate. You can click the Regenerate button to regenerate your code if it has expired after some time.

Adding Email Aliases

From the Email Address tab, you can either create new email aliases or you can add existing email aliases, under basic authentication, to email accounts to convert them into OAuth authentication. You can switch the authentication type Microsoft Graph API from any aliases configured with basic authentication or OAuth 2.0 with POP and IMAP. After the existing aliases are added to the email account, they are no longer available in the Aliases list. To know more about creating basic authenticated aliases, see About Aliases.

Adding new email aliases

To add a new email alias:

  1. From the Partition and Departments dropdown menu, select the department.

  2. From the Navigation menu, browse to Apps > Email > Accounts.

  3. On the List page, select the account to which you want to add an existing email alias.

  4. On the Properties page, under the Email Address tab, click the New button.

  5. In the Add a new email address window, provide the following details::

    • Name: Type the name for the alias. This is required information.

    • Email address: Type the email address for the alias. This is required information. The email address provided here should be first created on the incoming email server.

    • Description: Type a brief description of the alias.

    • Status: Click the Toggle button to make the alias active.

    • Automatic BCC: Type the email address to which you want to send a BCC copy of the email. Only one BCC address may be used. Whenever an email is sent out from this alias, a BCC copy of that email is automatically sent to this address. You can use this option when you want to review the replies sent from a particular alias.

      If you provide email addresses in both, Automatic BCC and Send Email To fields, then the email is sent only to the address given in the Send Email To field.

    • Send Email To: Specify the email address to which the outgoing emails from this alias should go. Whenever an agent replies to a customer email, the reply is sent only to the email address specified in the Send Email To field and not to the customer email address. You can use this option to test that the alias has been configured properly and to test workflows. Make sure that after testing the alias you make this field empty.

    • Default Aias: Click the Toggle button to set the alias as the default alias for the department. When an agent composes a new email, the default alias is selected as the From address for the email. The default email address is also used for activities transferred to this department from other departments if the value of the setting "Set “From” email address for email activities transferred between departments" is set to Use default alias of destination department.

      You can have only one default alias for a department and the default alias should be active.

    • Redirection Email Addresses: List the email addresses from where you want to redirect the emails to this email address. Separate the list of email addresses using a semicolon.
    • Shared Mailbox: From the dropdown, select either Yes or No.
    • Folder: The folder from which emails are fetched. By default, inbox is selected. This can be changed to a different folder if the IMAP protocol is selected.

      Only folders at the root level are supported. Subfolders or folders within a folder are not supported.

  6. Click Done.

Adding existing email aliases

To add an existing alias:

  1. From the Partition and Departments dropdown menu, go to the department.

  2. From the Navigation menu, browse to Apps > Email > Accounts.

  3. On the List page, select the account to which you want to add an existing email alias.

  4. On the Properties page, under the Email Address tab, click the Add Existing Email Address button.

  5. In the Add Existing Aliases window, from the list of existing email aliases within the department, click the check boxes next to the email aliases that you want to convert to OAuth authenticated aliases. 
  6. If the existing email alias belongs to a shared account, click the check box next to the Add as Shared Mailbox option.

    add existing alias

  7. Click Done. The aliases are validated and then added to the account. When an alias, that does not belong to the email account, is added, an error is shown.

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