Email

An Email inbox turns a mailbox such as support@yourcompany.com into shared conversations, so your team can read and answer customer emails in EngageOne.

How it works

A customer sends an email to your support address.
EngageOne receives it and opens a conversation. Replies in the same email thread go to the same conversation.
An agent replies in EngageOne.
The customer gets a normal email reply in the same thread and can answer from any mail app.

Choose how to connect

Go to Settings → Inboxes → Add Inbox → Email. You'll see the providers your installation supports.

Option	Best for	How email is received and sent
Google	Gmail and Google Workspace	Sign in with Google. No passwords to store
Microsoft	Microsoft 365 and Outlook	Sign in with Microsoft. No passwords to store
Other Providers	Any other mail service	Email forwarding, or your own IMAP and SMTP settings

Note: Google and Microsoft appear only when your EngageOne administrator has set them up for the installation. Other Providers is always available.

Connect Gmail or Google Workspace

Go to Settings → Inboxes → Add Inbox → Email → Google.
Select Sign in with Google and sign in to the mailbox you want to connect.
Accept the permissions Google asks for. You return to EngageOne when it's done.
Pick the agents for this inbox and select Add agents.

Connect Microsoft 365 or Outlook

Go to Settings → Inboxes → Add Inbox → Email → Microsoft.
Select Sign in with Microsoft and sign in to the mailbox you want to connect.
Accept the permissions Microsoft asks for.
Pick the agents for this inbox and select Add agents.

Tip: If the sign-in later expires, for example after a password change, the inbox asks you to reauthorize. Sign in again with the same mailbox.

Connect any other provider

Go to Settings → Inboxes → Add Inbox → Email → Other Providers.
Enter a Channel Name and the Email address customers write to.
Select Create Email Channel, then add your agents.
Choose how EngageOne receives your email:
- Forwarding: if forwarding is available on your installation, the last screen shows an address under Forward emails to this address:. Set your mailbox to forward all incoming mail there.
- IMAP: follow the steps below.
Set up SMTP so replies are sent from your own address.

Add IMAP and SMTP

Open Settings → Inboxes, select the email inbox and open the Configuration tab.
Under IMAP, turn on Enable IMAP configuration for this inbox. Fill in Address, Port, Login and Password, and set Enable SSL. Select Update IMAP settings.
Under SMTP, turn on Enable SMTP configuration for this inbox. Fill in Address, Port, Login, Password and Domain, then choose the Encryption (SSL/TLS or STARTTLS), Open SSL Verify Mode and Authentication. Select Update SMTP settings.
Send a test email to the address from another mailbox and check that it appears in the inbox.
Reply from EngageOne and check that the reply lands in the same thread.

Typical values (check your provider's help pages for the exact ones):

Setting	IMAP	SMTP
Address	`imap.yourprovider.com`	`smtp.yourprovider.com`
Port	`993`	`587`
Security	Enable SSL	STARTTLS
Login	The full mailbox address	The full mailbox address

Important: If your provider uses two-step sign-in, create an app password and use it for both IMAP and SMTP.

What's supported

Feature	Supported	Notes
Receive and reply to emails	Yes
Email threading	Yes	Replies are matched to the right conversation
Attachments and inline images	Yes	Both ways
CC and BCC on replies	Yes	Add them in the reply box
Agent name or business name as sender	Yes	Enable Agent Name in Email in the inbox settings
Business hours and CSAT	Yes	Set in the Business Hours and CSAT tabs

Good to know

Each email address can be connected to only one inbox.
An Other Providers inbox without forwarding or IMAP doesn't receive new email.
Without SMTP, replies are sent from the installation's default sender address, not yours. Turn on SMTP so customers see your address.

Troubleshooting

Problem	Likely cause	Fix
New emails don't appear	IMAP is off or the details are wrong	Check the Configuration tab and test the login
Email stopped after a password change	The saved password or sign-in is out of date	Update the password, or reauthorize Google or Microsoft
Replies come from a different address	SMTP is off	Turn on SMTP for the inbox
The Configuration tab says forwarding is disabled	Forwarding isn't enabled on your installation	Use IMAP and SMTP, or ask your administrator
A customer reply opened a new conversation	Their mail app removed the reply headers	Reply in the new conversation. The earlier one stays in the contact's history