iService does not have a built-in mail server. All incoming and outgoing email is routed through a separate mail server defined within the mailbox configuration. Mailboxes retrieve messages from generic email accounts (e.g., firstname.lastname@example.org) using POP, IMAP, or EWS, and convert those messages into questions within the iService database. Incoming and Outgoing mail servers associated with an iService mailbox can be separate and are configured with separate parameters. You should monitor your mailboxes for errors that might indicate a configuration problem.
You can add new mailboxes to the mailbox list, but there is no delete mailbox option. Since interactions are often associated with mailboxes, your mailboxes must remain in iService. Mailboxes can be moved between segments directly in the database. Ask your iService administrator for assistance with that process. Mailboxes can also be deleted by your iService administrator, but it will require removal of related interactions.
Set the toggle in the enabled column to enable or disable email retrieval for the mailbox.
1.Protocol – By default, iService will use POP with encryption to retrieve email from the specified mailbox. To use IMAP or EWS, select the appropriate option in the drop down menu.
2.Mail Server Name – Mail Server Name is the name of the server on which the mailbox is hosted. For example, mail.yourcompany.com. If you select EWS for your incoming email, this field will change to "Path To EWS" and will be the URL to the Microsoft web service for EWS.
3.Use encryption - enable the setting to use encryption for POP or IMAP mail retrieval. This option is not used with EWS because encryption is managed with the path to the web service (https).
4.Port Number – Designate the port through which mail will be popped. Common port numbers are shown below, but you should verify this with your email administrator.
a.For non-SSL POP, this is usually port 110.
b.For SSL Pop, this is usually port 995.
c.For non-SSL IMAP, this is usually port 143.
d.For SSL IMAP, this is usually port 993.
e.For EWS, there is no port number since you are accessing a web service.
5.User Name - User Name is the login name for the mailbox. If the User Name is entered incorrectly, iService will not be able to login to the mailbox. An error will be recorded in the Mail Processor log if this value is incorrect. Please note that the user name is typically not the same as the reply address.
6.Password - This is the password necessary to login and retrieve email from the mailbox. If the Password is entered incorrectly, an error will be generated and iService will not be able to login to the mailbox. An error will be recorded in the Mail Processor log if this value is incorrect.
7.Default topic for incoming messages - Default Topic is the topic to which email from this account will be assigned, unless a filter assigned to this mailbox identifies a different topic.
8.Filter - Filters read incoming messages and set their topics based upon Regular Expression pattern matches. Filters are created in the Segment Settings - Filters page and selected from this drop down menu.
9.Enable Mail Retrieving - The Enable Mail Retrieving toggle is used to enable or disable checking of the mailbox, without deleting the account setup. When on, iService will retrieve email from the mailbox every 60 seconds. When off, email will not be retrieved from this mailbox. This only affects incoming email and Outgoing Email will function for the specified mailbox as long as the mail popper service is running.
Outgoing Mail Configuration
10.Protocol – Select the protocol for outgoing email. The most common protocol is SMTP, which is the standard for sending email on most mail servers. If you are using the Microsoft O365 (Exchange Online) service, select EWS (Exchange Web Service) for your outgoing email to send through the hosted Microsoft mailbox. If you select SMTP Authentication, you will need to specify a port number.
11.SMTP Server Name – A separate server may be used for sending mail than receiving. List the name or address for the SMTP server used to send mail for this mailbox.
a.EWS - If you select EWS for your outgoing email, this field will change to "Path To EWS" and will be the URL to the Microsoft web service for EWS.
12.Use Encryption – Select this option to require encryption if required and supported by your server.
13.Display Name – The display name is typically what will display in the From line. For example, a name such as Customer Service might be used.
14.Reply To – This address is the full email address you want to use as the reply to address when sending replies or agent emails from this mailbox. For example, email@example.com.
Other fields for SMTP Authentication and EWS
Username and Password – SMTP does not require a username and password. However, if you select EWS or SMTP Authentication, you will need to specify the username and password for the account.
Port – SMTP Authentication requires a port number for sending email. The common port for SMTP Authentication is 465.
Clear Errors - To clear the errors from the errors listing, click the "clear errors" button. Many error are temporary, and should be cleared from the table from time to time.
Date - The date and time the error was generated.
Errors - If iService encounters errors retrieving or sending email from the mailbox, details of those errors will be listed in the Mailbox Configuration and Runtime Errors table. These error messages are generally what is reported by the mail server. For performance purposes, only 100 error messages are displayed.