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Connecting LiveAgent with your Gmail or G Suite account

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Connecting Gmail account with hosted LiveAgent

Hosted LiveAgent accounts use Google OAUTH authentication to connect with your Gmail account. After you authenticate this connection in a pop-up window your Gmail mailbox is connected and no further configuration is needed.

  1. Login to your LiveAgent admin account and go to Configuration -> Email -> Mail accounts
  2. Click on Add email account button and use the predefined Gmail connector to connect your Gmail account.
  3. A new pop-up window will open. If you are already logged in your Gmail account, you will be asked to authorize your Gmail account connection. If you are not logged in you will be asked to log in.
  4. After you log in and authorize your Gmail account, you will be asked to define a department to which is this mailbox going to be connected. After you select a department, click Save and that's it. Your Gmail account is now successfully connected with your LiveAgent account.

Connecting Gmail account with standalone LiveAgent installation

Standalone LiveAgent installations connect via Google IMAP/POP3 and SMTP servers using your Gmail username and password. You will be asked for your Gmail username/email and your password. After that LiveAgent tries to connect to Google mail servers with provided username and password. In most cases such connection would be unsuccessful at first and you will need to change some Gmail account security features first. Please check the requirements section below.

  1. Login to your LiveAgent admin account and go to: Configuration -> Email -> Mail accounts
  2. Click on Add email account button and use the predefined Gmail connector to connect your Gmail account.
  3. You will be asked for your Gmail email and password. Fill the info and click Connect button.
  4. LiveAgent will now test the connection with provided credentials. If you will get an error message please see the Troubleshooting section below. If the test is successful, you will be asked to define a department to which is this mailbox going to be connected. After you select a department, click Save and that's it. Your Gmail account is now connected.

Requirements for connecting Gmail account with standalone LiveAgent installation

  1. First step is to enable IMAP connection to your gmail account. So login into your Gmail in your browser normally.
  2. When logged in go to Settings -> Forwarding and POP/IMAP section. Check if Enable IMAP option is checked in your account. If it's not please enable it and save the changes. More info about this step can be found in this article: https://support.google.com/mail/answer/7126229
  3. If you will still have issues connecting your Gmail account, please check your google account security notifications at https://security.google.com/settings/security/notifications Google may need to allow LiveAgent software to connect to your Gmail account. To allow this just go to https://accounts.google.com/DisplayUnlockCaptcha, click continue, then within 10 minutes try connecting the Gmail account in your LiveAgent again. If it's successful, google will remember this connection and allow LiveAgent to access your Gmail account as long as you don't change your Gmail password.
  4. If the Gmail account connection is still not successful you may also need to either switch to google two step verification, or allow access for so called Less secure apps at https://www.google.com/settings/security/lesssecureapps You can read more about this setting at https://support.google.com/accounts/answer/6010255 The communication between LiveAgent server and gmail server is still secured using SSL/TLS but google considers simple username and password login less secure than for example OAUTH solution which can be used with hosted with us accounts.
  5. If even after all this you are still getting connection error, please don't hesitate to contact our support to help you with it.

What if I change my Gmail password?

If your Gmail account password is changed the connection between your Gmail and your LiveAgent will stop working completely. You will have to edit this gmail account connection in your LiveAgent->Configuration->Email->Mail accounts

If you have hosted LiveAgent account, click on the Deactivate button and then activate the connection again by clicking Activate button. You will be asked to authorize the LiveAgent application again. After you activate it, your gmail is successfully reconnected.
If you have standalone LiveAgent installation, click on Deactivate button and then set new gmail password in the password field. Save the changes and click on Activate button to activate this mail connection again. LiveAgent will test the new connection upon activation of the mail account. If you won't get any errors, your gmail account is successfully reconnected.

Connecting G Suite business mail account with LiveAgent

To connect your G Suite business mail account with a hosted LiveAgent account you don't need any special settings. You simply connect your Gmail account that you use to access this business mail account as explained at the beginning of this guide.

To connect your G Suite business mail account with Standalone LiveAgent installation please follow these steps:

  1. Login to your G Suite account and enable IMAP/POP3 access to your mail accounts by follow this guide: http://support.google.com/a/bin/answer.py?hl=en&answer=105694 After you change an advanced Gmail setting like this, it may take up to one hour for that configuration to propagate to individual user accounts.
  2. Next step is to enable IMAP connection to your personal gmail account that you use for this business mail account. So login into your Gmail in your browser normally.
  3. When logged in go to Settings -> Forwarding and POP/IMAP section. Check if Enable IMAP option is checked in your account. If it's not please enable it and save the changes. More info about this step can be found in this article: https://support.google.com/mail/answer/7126229
  4. Now that IMAP is enabled, login to your LiveAgent admin account and go to: Configuration -> Email -> Mail accounts
  5. Click on Add email account button and use the predefined Gmail connector to connect your Gmail account.
  6. You will be asked for your Gmail email and password. Fill the info and click Connect button.
  7. LiveAgent will now test the connection with provided credentials. If you will get an error message please see the Troubleshooting section above. If the test is successful, you will be asked to define a department to which is this mailbox going to be connected. After you select a department, click Save and that's it. Your Gmail account is now connected.

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