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Other Email Quick Start

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.

Connecting Gmail

Watch the video below for a step-by-step guide on How to Connect Gmail to respond.io.

Step 1: Navigate to Workspace Settings > Click Add Channel

Step 2: Locate the Gmail Channel > Click Connect

Step 3: Click Connect > Sign in with your email and app password

The app password is NOT the same as your login password. Learn how to create and use your app password for Gmail here.

Connecting Outlook

Watch the video below for a step-by-step guide on How to Connect Outlook to respond.io.

Step 1: Navigate to Workspace Settings > Click Add Channel

Step 2: Locate the Other Email Channel > Click Connect

Step 3: Click Connect > Sign in with your email and login password

Alternatively, you can also sign in with an app password. Learn how to create and use your app password for Outlook here.

Connecting Yahoo

Watch the video below for a step-by-step guide on How to Connect Yahoo to respond.io.

Step 1: Navigate to Workspace Settings > Click Add Channel

Step 2: Locate the Other Email Channel > Click Connect

Step 3: Click Connect > Enter your email and password credentials

The app password is NOT the same as your login password. Learn how to create and use your app password for Yahoo here.
Upgrade to Yahoo paid account to access its email forwarding feature. Learn more about the Yahoo email forwarding feature here.

Connecting Other Email

Watch the video below for a step-by-step guide on How to Connect Other Email to respond.io.

Step 1: Navigate to Workspace Settings > Click Add Channel

Step 2: Locate the Other Email Channel > Click Connect

Step 3: Click Connect > sign in with your credentials and set up the SMTP settings.

Set up Email Forwarding

Once you've filled in the required information, click 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:

Once you've 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.

Channel Configuration

Email channel can be configured with a unique channel name.
Note: The ability to hide the respond.io branding is only available to organizations with subscriptions.

Step 1: Go to Settings > Channels‌ > Locate your email Channel > click Manage

Step 2: Make the necessary configuration

You can configure the following:‌

  • Channel Name - Name used internally to identify the account.
  • Sender Name - The sender name is what your customers will see in their inbox as the sender of the email. By default, the sender name includes the name of the agent assigned to the conversation (using our variables) and the name of the company.
  • Workflow Sender Name - The sender name is what your customers see in their inbox as the sender of the email when it is sent through the workflow. By default, the sender name is set as the name of the company.
  • Signature - You have the option to create your own signature that will be automatically added to all your outgoing emails. If desired, you can choose to hide the signature by unchecking the checkbox. By default, the signature will be in the following format:
    Regards
    The first and last name of the assigned agent (using our variables)
    Company name

In addition, you have the ability to include an image and customize your signature using our rich text editor to create your desired format. By default, this signature will be applied to customers who are connecting a new email channel. For existing users, your previous settings will remain in effect until you modify your configurations.

  • Hide respond.io branding in reply - Option to hide the respond.io branding in replies to your Gmail contacts (Available to organizations with subscriptions).
  • Default copied email address: This option allows emails added here to be automatically copied in every outgoing email.
  • HTML Background: This option enables or disables the HTML background in the emails that are sent out.
  • Additional Settings - Email credentials and IMAP/SMTP settings are used to connect the inbox to receive and send emails to/from the platform.

Step 3: Click Done to update the Channel configuration‌.

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.

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.

Cannot access the email forwarding feature in Yahoo

Automatic forwarding of emails in free Yahoo Mail accounts has been discontinued. Read more to understand the limitations of the email forwarding feature in free Yahoo mail.

You need to upgrade to Yahoo Mail Plus or subscribe to Access + Forwarding to use the email forwarding feature in your Settings.

Feeling stuck? Do not fear.

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