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Connect a mailbox

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Connect a mailbox

You connect a support mailbox to a workspace so that each incoming email becomes a conversation in the inbox.

Who: an admin. Permission: channels.manage.

Before you start

  • Have access to the mailbox you want to connect. For Google or Microsoft 365 you sign in as that mailbox’s user; for any other provider you need its IMAP and SMTP server names, a user name and a password.
  • Know which workspace the mailbox serves. The mailbox answers from that workspace’s knowledge base, and you cannot change the workspace later from the console.
  • For a Gmail, Outlook or Google Workspace mailbox connected with a password, create an app password first, with 2-step verification turned on. The console warns you when the provider does not accept your normal password.
  • Allow pop-ups for the console. The Google and Microsoft sign-in opens in a separate window.

Steps

  1. To open the channel list, select System in the sidebar, then the Channels tab. If you don’t see System, open the account menu, select Organisation, then the Channels tab. You see one card per channel type.
  2. On the Email card, select Connect. If an email channel exists, select the button that adds another email channel instead. The Connect channel dialog opens on the email form.
  3. In Workspace, check the workspace the mailbox serves. The picker starts on the workspace you are working in.
  4. In Channel name, type a name for the mailbox, for example Support EN. The name is required before the sign-in buttons work.
  5. Under Authentication mode, choose Google, Microsoft 365 or Basic. The form changes to match your choice.
  6. For Google, select Connect with Google. For Microsoft 365, select Sign in with Microsoft. A window opens on the provider’s consent screen. Sign in as the mailbox user and approve access. The window closes and the dialog confirms the connection with the mailbox address.
  7. For Basic, fill in the fields described in the next section, then select Connect. The dialog shows the channel name with “created”, then checks the connection. It reports “Connection verified” or a warning that the channel could not be verified yet.
  8. Optionally, change Default language if the default does not fit the mailbox.
  9. For Basic, select Done. For Google and Microsoft, select Close; the channel was created when you approved access. The mailbox card appears in the list.
  10. A connected mailbox starts disabled. On its card, select Enable. The button changes to Disable, and Lucía starts reading the mailbox.

If the Connect with Google or Sign in with Microsoft button is greyed out and the form says the provider sign-in isn’t set up, that option is not available on your deployment. Use Basic, or ask your platform administrator to register the app.

If you see Enter a channel name above to enable connecting., type a Channel name first.

If your browser blocks the sign-in window, the console tells you. Allow pop-ups for the site and select the button again.

Basic (IMAP and SMTP) fields

To connect a mailbox with credentials, fill in two sections of the form.

  • Under IMAP configuration (inbound), fill in IMAP host, IMAP port, IMAP user and IMAP password.
  • Under SMTP configuration (outbound), fill in SMTP host, SMTP port, SMTP user and SMTP password.
  • In Monitored email address, enter the address Lucía reads.

When your user name belongs to a known provider, the console fills in the server settings and shows a “Detected” hint with the provider name.

Service-account sign-in (advanced)

Under Google and Microsoft 365, the link Use service account (advanced) replaces the sign-in button with fields for an organisation-wide credential. Select Hide advanced options to return to the sign-in button.

  • For Google, fill in Monitored email address, Impersonated user (subject) and Service account JSON key (secret). The service account needs domain-wide delegation with Gmail scope.
  • For Microsoft 365, fill in Monitored email address, Tenant ID, Client (application) ID, Mailbox address and Client secret (secret). The app registered in your Microsoft tenant needs the Mail permissions.

Select Connect after filling in the fields.

Result

To check that the mailbox works, send a test email to the monitored address and open the inbox.

  • On the channel’s card, the status reads Active once you enable it. The line under the name shows your connection: Google (OAuth), Microsoft 365 (OAuth) or IMAP with the server and port.
  • On the card, select Test to check the connection. It reads Connection successful when the console can reach the mailbox.
  • The test email appears as a conversation. Lucía reads the mailbox once a minute, so allow up to a minute.

What Lucía does with incoming mail

Lucía reads every unread message in an enabled mailbox once a minute and turns each one into a conversation in the workspace. A reply from the customer joins the same conversation.

  • Lucía answers from the workspace’s knowledge base and sends her reply by email in the same thread. A reply to a customer keeps the mail thread intact in their inbox.
  • When Lucía is missing a verified fact, she first tries to help for a few turns, then offers a person and hands the conversation over when the customer accepts. See How Lucía decides and Handle a handover.
  • Mail from a sender you chose to ignore, and machine-generated mail such as no-reply notices, is marked as read and does not become a conversation. You manage ignored senders from the account menu under Organisation > Ignored senders.
  • A message is marked as read only after it is saved, so a failure on our side leaves it unread for the next minute.

Change or disconnect a mailbox

To change the credentials or the connection, select Configure on the mailbox’s card. For a Google or Microsoft mailbox, the sign-in button reads Re-authorize mailbox; it updates the same channel and creates no duplicate. Password fields stay blank to keep the saved secret.

To stop Lucía reading a mailbox without losing its settings, select Disable on its card. Mail stops arriving until you select Enable again.

To remove a mailbox, select the Delete button on its card. The button shows a cross symbol, and its accessible name is Delete. The console asks Delete channel? and explains that the action is permanent and that existing conversations are preserved. Select Yes, delete to confirm.

Limits

  • This connects a shared mailbox for your workspace. A team member’s own mailbox is connected by that person from My channels in their profile, under My mailbox, and Lucía only drafts replies there.
  • A mailbox serves one workspace. A channel moves to another workspace only with the workspace split tool, run by your platform operator.
  • The console does not offer a way to remove the access you granted at Google or Microsoft. After you delete a mailbox, revoke the app in the provider’s account settings if you want that access gone.
  • Only one mailbox per organisation can send system emails such as verification codes and the daily digest. The Use this mailbox for system emails switch in Configure sets it, and turning it on moves it from any other mailbox.
  • If your organisation’s trial or subscription ends unpaid, Lucía hands conversations over and only owners can sign in. See The 30-day trial and what happens when it ends.