Connecting email address via IMAP/POP3 as incoming email account

If you have an email account from a different provider than Google or Microsoft, you are able to connect the email account with IMAP or POP3 credentials.

Note that the IMAP/POP3 methods fetch emails every few minutes with cron jobs, so there might be a potential delay in seeing the emails processed into tickets in your LiveAgent account.

In your LiveAgent account, navigate to Configuration > Email > Incoming Mail accounts, and click on the "Integrate new email account" button.

In the left "Mailbox account" section, choose the "Custom mailbox" option to connect your email account.


On the next screen, fill up all the given fields. The correct IMAP or POP3 credentials can be found in your email account settings. If you are unsure where the correct IMAP or POP3 credentials to your email account are located, please contact your email accounts administrator or email account provider.


On the next configuration screen, name your incoming email account, naming it serves just for better recognition among the other email accounts. Next, decide whether you want to:

  • "Skip all existing emails in the mailbox" and fetch into LiveAgent only new emails that will arrive after the incoming email account will be successfully connected,
  • or "Fetch all existing emails in the mailbox" into LiveAgent that were already delivered to your mailbox. If you select this option new emails will not be fetched until all the previous emails are fetched and that can take some time depending on the size of your inbox.

Furthermore, decide whether you want to "Leave the email in the mailbox" or "Delete the email from the mailbox" after it will be successfully fetched into LiveAgent. If you'll leave all emails in the mailbox they will be marked as read in your email account's mailbox. If you'll choose to delete the emails from the mailbox, once the email will be fetched it will be erased from your email account's mailbox and therefore available only in LiveAgent.

It is recommended to leave emails in the mailbox as well once they are fetched, because for example email sources are in LiveAgent stored only for 30 days and after that, they would be not available anywhere.

On the last Ticket configuration screen, choose in which department emails fetched from your email mailbox should be created as tickets, and the outgoing email account that will be set up as the default sender for replying emails/tickets fetched to this incoming email account.


That's it, your email account will be successfully connected, and you can start fetching emails from this email account inbox directly to your LiveAgent account.