| Button | Description |
|---|---|
| Test | Initiates tests of the connection over the specified ports to the selected system email account by using the selected protocol. |
| Actions | Provides the following actions:
|
| Element | Description |
|---|---|
| Email account ID | The identifier of the system email account. Select the identifier of the account you want to view (and, optionally, edit), or leave this field blank if you are defining a new email account. |
| Email account type | The account type that the system has assigned to each system email account. An email account can have one of the following types:
|
| Email address | The email address of the account. |
| Reply address | The address to be used as the sender address for automatic replies to unassigned emails. |
| Element | Description |
|---|---|
| Incoming mail protocol | The protocol to be used to connect to the incoming server. You can select one of the following options: IMAP or POP3. |
| Root folder (on server) | The path to the folder that will be used as the root folder for storing emails. This field is available only if IMAP has been selected as the incoming mail protocol. |
| Incoming mail server | The server to be used to receive emails. |
| Outgoing mail server | The server to be used to send emails. |
| Group mails | The maximum number of emails in a batch that the outgoing server processes within a single session. If a large number of emails has been submitted for processing, the outgoing server will try to process all of them within a single session, but it may fail to do so if the session is too short. Instead of resubmitting emails with the Failed status after each session, you can group emails into batches whose size is limited to a certain number. In this case, the server processes only one batch of emails during a single session, which is the number of emails you specify here, and the remaining emails are processed during subsequent sessions, batch by batch. |
| Element | Description |
|---|---|
| Username | The username to be used to access the email account. |
| Password | The password to be used to access the email account. The entered characters are masked. |
| Element | Description |
|---|---|
| Activate incoming processing | A check box that you select to activate the automatic processing of incoming mail. Once you select this check box, the other elements on the tab are activated. |
| Element | Description |
|---|---|
| Confirm receipt | A check box that you select to configure the system to automatically send confirmation replies to incoming emails. The system will generate replies according to the specified template. However, receipt confirmation doesn’t mean that the received email has been viewed or processed by an employee. |
| Confirmation template | The template to be used for these confirmation replies; this field is available only if you select the Confirm receipt check box. |
| Element | Description |
|---|---|
| Create new case | A check box that you select if you want the system to create a new case based on each processed email. |
| New case class | The case class based on which new cases are created as a result of mail processing. This field is available only if the Create new case check box is selected. |
| Attach to business account or contact or lead | A check box that you select to create an email activity for each processed email. The email activity is added to the list of activities associated with the business account, contact, or lead, depending on the information available in the email. |
| Create new lead | A check box that you select if you want the system to create a new lead based on the sender of each processed email. |
| Reply to unassigned emails | A check box that you select if you want the system to send automatic replies to the emails that the system has failed to assign. For example: If the system email account used by your support service receives an email that the system fails to relate to any existing case, it might be reasonable to notify the customer who sent this email that he or she should try other methods of contacting the support service, especially if a quick response is needed. You need to set up a template for automatic replies and specify it in the Reply template field. |
| Reply template | The template to be used for replies to unassigned emails; this field is available only if the Reply to unassigned emails check box is selected. |
| Element | Description |
|---|---|
| Delete messages after**_**processing | A check box that you select to indicate to the system that email messages should be deleted after the type of processing you select, and the field where you can select one of the following processing options:
|
| Add brief information about references | A check box that you select to configure the system to add information (based on the history of email exchanges) to the incoming emails. |
| Element | Description |
|---|---|
| Remove messages from server | A check box that you select to remove from the server the email messages that have been read by users. |
| Allowed attachment types | The extensions of files that are allowed as attachments. If needed, use commas to separate extensions. After allowed extensions have been specified for an account, if files with other extensions are attached to incoming emails, they will be discarded and lost to the recipient. |
| Element | Description |
|---|---|
| Email assignment map | The map to be used for automatic assignment of emails when automatic processing of incoming mail has failed to assign an email to an owner. If incoming mail processing is not activated for the email account, the email assignment map is not applicable. |
| Default email work group | The work-group to which an email is assigned if it has failed to match the criteria specified in the assignment map. |
| Default email owner | The employee to whom an email is assigned if it has failed to match the criteria specified in the assignment map. If a work-group is specified in the Default email work group field, you can select an owner only from the employees that belong to this work group. |