Table of Contents

Other Email

JQ Lee Updated by JQ Lee

Other email logo

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.

If you are looking to connect Google Workspace, refer here.

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: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Connecting Other Email to respond.io

Step 2: Add Channel

Press Add Channel and choose Email. Then, choose Other. The Connecting Other Email Providers dialog should open up.​​

Connecting Other Email to respond.io

Step 3: Fill up the credentials

You will be required to fill in the email login credential, SMTP settings and IMAP settings.

If you wish to connect Gmail, Outlook or Yahoo, you will be required to use an app-specific password to connect. Please refer here to this guide on how to create an app-specific password.
Connecting Other Email to respond.io

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.

Connecting Other Email to respond.io

Refer to the following providers on how to set up the Email Forwarding rule:

Once you have completed the setup, all incoming emails can be received in your Workspace. Do note that emails sent directly from the email provider will not be reflected in the platform.
If you encounter errors when connecting to Gmail, please ensure that you have set up the Email Forwarding rule in your email inbox settings.

Channel Configuration

Email channel can be configured with a unique channel name.
In replies to email contacts, a default signature and branding will be included in the email. This can be hidden in the Configure Other Email Providers dialog.

Note: The ability to hide the respond.io branding is only available to organizations with subscriptions.

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels‌.

Step 2: Locate the Email channel

Once you have located the Email channel, press Configure.

Channel Configuration for other email on respond.io

Step 3: 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.
Channel Configuration for other emails on respond.io

Step 4: Update the configuration

Press Done to update the channel configuration‌.

Troubleshoot

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.

Save Button Unavailable When Setting Up Email Forwarding Rule (For Outlook Email Only)

Step 1: Navigate to Rules

On the Outlook platform, go to Settings > Email > Rules.

Step 2: Create a Rule

Configure your rule as below:

Outlook Create a Forwarding Rule

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.

Having trouble with the channel? Contact us here!

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