Email account configuration

Configure your mailbox

To allow emails from your mailbox to get routed through to the Agent Desktop, enter the following details:

Agent Desktop only supports integrations with O365 accounts.

To configure your O365 mailbox, go to Config > Email.

1. Enter the following email account global property details from your O365 account:

   1. Tenant ID: to find out how to obtain your tenant ID, read this article.

   2. Client ID: to find out how to obtain a client ID, read this article.

   3. Client Secret: to find out how to obtain a client secret, read this article.

2. Click on Save.

Add an email account

Once you have entered your email account global properties, your next step is to authenticate each email account you want to add to the Agent Desktop.

To add an email account, go to Config > Email.

1. Under Email accounts, click on Add account.

2. Enter the email address for the account you are trying to authenticate.

3. You will be redirected to your email provider’s site where you will need to enter the password for that email address.

4. Once you have successfully entered your password, you can close this tab on your browser and return to the Agent Desktop.

5. On your browser, refresh the Agent Desktop page. Your email account should now be listed as authenticated.

6. If you want to add more email accounts, repeat steps 1 – 5.

Add an email account that is SSO authenticated

If you sign into your email account via an SSO provider, follow these steps to add an email account.

1. Sign in to your SSO provider as an administrator, then for the email account you are trying to add to the Agent Desktop, grant access to both the Agent Desktop and Amazon Connect apps.

2. As an administrator, click on the Agent Desktop app on your SSO dashboard.

   1. Go to Admin > Users, and click on Add User.

   2. Add a new user, using the email account you are trying to add to the Agent Desktop as the email address, and setting the security profile to Admin.

3. As the administrator, sign out of your SSO provider.

4. Sign into your SSO provider using the email account you are trying to add to the Agent Desktop as the user.

5. Click on the Agent Desktop app. If you cannot see the Agent Desktop or Amazon Connect apps in your SSO dashboard, go back to step 1.

   1. Go to Config > Email.

   2. Under Email accounts, click on Add account.

   3. Enter the email address for the account you are trying to authenticate.

   4. You will be redirected to your email provider’s site where you will be asked to authorise the email account. Click on approve.

   5. Close this tab on your browser and return to the Agent Desktop.

   6. On your browser, refresh the Agent Desktop page. Your email account should now be listed as authenticated.

   7. If you want to add more email accounts, repeat steps 1 – 5.

Enable or disable an email account

Disabling an email account will stop any emails from that account being routed to an agent.

To disable an Email account, go to Go to Config > Email.

Under Email accounts, click on the status toggle button for that email account. To re-enable an email account, click on the toggle button again.

Remove an email account

To remove an email account, go to Config > Email.

1. Select the checkbox next to the email account you want to remove and click on Remove.

2. A modal will appear confirming you want to remove the selected email account. Click on Remove.

Remove multiple email accounts

To remove multiple email accounts, go to Config > Email.

1. Select the checkboxes next to the email accounts you want to remove and click on Remove.

2. A modal will appear confirming you want to remove the selected email accounts. Click on Remove.

Email routing

Once you have authenticated an email account, your next step is to configure routing from that email account to an email queue (or multiple email queues).

To add routing to an email account, go to Config > Email.

1. Under Email accounts, click on the email account you want to add routing to.

2. Enter or select the following details:

   1. Default queue: this is the queue all emails from this email account will go to, unless it meets the below criteria.

   2. Additional routing: if you want to add additional routing based on keywords that are included in the subject of your customers email, click on the Add queue button.

      1. Select a queue from the dropdown.

      2. Add keywords.

3. Click on Save.