Table of Contents
Other Email
Internet Message Access Protocol, IMAP, is a two-way incoming mail protocol that only downloads email headers instead of its entire content. The two communication allows the protocol to sync whatever changes are made on the email client to the server.
Simple Mail Transfer Protocol, SMTP, is an email protocol used to send emails from a local client to a recipient's address. SMTP uses a Mail Transfer Agent (MTA) to send your communication to the right computer and email inbox.
Before Connecting Other Email
If you wish to connect Gmail, Outlook and Yahoo, it will require an additional step for authorization. Please refer to the following guides on how to do so.
Gmail
Refer to this official guide on how to create an app-specific password. Use this password to fill in the credentials when connecting to Other Email providers.
Outlook
Refer to this official guide on how to create an app-specific password. Use this password to fill in the credentials when connecting to Other Email providers.
Yahoo
Refer to this official guide on how to create an app-specific password. Use this password to fill in the credentials when connecting to Other Email providers.
Connecting Other Email
Step 1: Go to Settings > Channels > + Add Channel > Select Email > Next
Step 2: Select Other > click Next
Step 3: Fill up the credentials in the email login credential, SMTP settings and IMAP settings.
Step 4: Set up an Email Forwarding Rule
Once you have filled in the required information, press NEXT. A forwarding email address will be provided and it needs to be set up in the email inbox settings.
Refer to the following providers on how to set up the Email Forwarding rule:
- Microsoft Exchange 2007
- Microsoft Exchange 2010
- Microsoft Exchange 2013 or later
- Microsoft Exchange Online
- GoDaddy
- Yahoo! Business
- Apple Mail
- iCloud
- Amazon WorkMail
Channel Configuration
Note: The ability to hide the respond.io branding is only available to organizations with subscriptions.
Step 1: Go to Settings > Channels > Locate the email Channel > click Configure
Step 2: Make the necessary configuration
You can configure the following:
- Channel name - Name used internally to identify the account.
- Hide signature in reply - Option to hide the default signature in replies to your Email contacts.
- Hide respond.io branding in reply - Option to hide the respond.io branding in replies to your Email contacts (Available to organizations with subscriptions).
- Additional Settings - Email credentials and IMAP/SMTP settings used to connect the inbox to receive and send emails to/from the platform.
Step 3: Click Done to update the channel configuration.
Metadata Received by Channel
Different channels provide different set of Contact’s metadata to respond.io platform. From this channel, you’ll be able to obtain the Contact's email address.
FAQ and Troubleshooting
Messages Are Not Arriving
Step 1: Check the email credentials and IMAP settings
If the emails are not received on the platform, there may be issues with the credentials used to set up. Be sure to cross-check all the information and if your mail server requires a secure connection, make sure to check the This server requires a secure connection (TLS/SSL) checkbox.
Step 2: Check the email forwarding rule set up in the email inbox
The forwarding email forwarding address is available in Configure Other Email Providers dialog. Check the email address is the same as the one you configured in the email settings.
Save Button Unavailable When Setting Up Email Forwarding Rule (For Outlook Email Only)
When setting up your email Forwarding Rule, if you encounter an issue where the Save button is missing from the dialog (sample image as below), you'll need to set up the Forwarding Rule using the Rules settings instead.
Step 1: Navigate to Rules
On the Outlook platform, go to Settings > Email > Rules.
Step 2: Create a Rule
Configure your rule as below:
- Subject line - provide a relevant name.
- Condition - select Apply to all messages.
- Action - select Forward to and add your forwarding email address. You can get your forwarding email address from the respond.io channel configuration dialog.
- Stop processing more rules - enable. More info on the "Stop processing more rules" option here.
Step 3: Click Save
Email Contacts Are Not Receiving Replies
Step 1: Check the email credentials and IMAP settings
If your contacts are not receiving replies, there may be issues with the credentials used to set up. Be sure to cross-check all the information and if your mail server requires a secure connection, make sure to check the This server requires a secure connection (TLS/SSL) checkbox.
