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Emailing feature related topics
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Emailing feature related topics
Email accounts limitations
The email limits are applied on our side to protect our email servers from being considered spam senders. The current email limitations are: - Built-in email account PER HOUR = 50 - SMTP email account PER HOUR = 1000 - Number of emails to a recipient PER HOUR = 60 (applies for either Built-in and SMTP) We recommend sending emails via your own email server with an SMTP connection for any business-critical application. Note: click to view limits on Trial (https://support.liveagent...
Fetching existing emails after connecting an incoming email account
While connecting an [incoming email account](https://support.liveagent.com/885205-Configuring-Incoming-Email-Accounts), you can choose between two options - skip all existing emails in the mailbox and only start fetching new emails received after the account is connected to LiveAgent, or fetch also all existing emails in the mailbox. If you select the second option, the system will continuously fetch all the emails from the inbox. Emails are fetched from the inbox in periodic batches which mean...
Understanding how LiveAgent processes incoming emails
If you prefer watching a video over reading an article, see the video below: Upon receiving a new email, the software determines whether to generate a new ticket or add it to an existing ticket by examining the email's source code. The source code includes various email headers that contain useful information. The system looks for the following records in the order specified: - In-Reply-To - References - Thread-Index (applies only to emails sent from Outlook) - Feedback-ID (applies only to ema...
How to check the email's source code
An email's source code carries various valuable information that can be useful in investigating why an email message [was or was not added to an existing ticket](https://support.liveagent.com/388735-Understanding-how-LiveAgent-processes-incoming-emails), why it was flagged as spam, or why it does not display the entire content of the email. To view the source of an email message, access the ticket containing the message, click on the three dots in the top right corner of the message, and select...
Answer Delivery Status Indicator
In agents' answers, there is a delivery status indicator, located adjacent to the agent's name. This feature provides information on the status of the agent's reply - whether it has been successfully sent, is scheduled to be sent out shortly, is delayed, or was not delivered because the customer's mail server failed to receive it. The indicator may display any of the following statuses: - Answer sent - means the agent's response has been accepted for sending by the outgoing mail account'...
Configuring Department-Specific Outgoing Email Accounts
In LiveAgent, administrators have the option to allow chosen [outgoing email accounts](https://support.liveagent.com/988633-Configuring-Outgoing-Email-Accounts) for each department separately, allowing agents to reply to tickets using only selected email addresses, or force replying to tickets in a specific department only from one particular outgoing email account. This ability to set up multiple outgoing email accounts can be accessed in Configuration > [Departments](https://support.liveage...
Ticket participants functionality explanation
Quick navigation - Replying to a ticket (#reply) - Modifying ticket participants (#modify) - Replying to tickets without email message from a customer (#no_email) - Ticket details Participants section (#participants) When you want to reply to a ticket in LiveAgent, there are two options to reply to it: - Reply - send the reply to the customer's email address from which the customer sent you the last message in the ticket thread - Reply to all - send the reply to the custo...
Automatic ticket subject update
In LiveAgent, there is an option to automatically change the ticket subject on every customer's received reply. This option is useful in cases where customers send you an initial email with a general subject like "question" or with the subject completely empty (in such cases, the ticket subject will match the customer's message) and update the subject later on, or if they reply to the same email thread but regarding a different topic. Activate the setting To activate the Automatic ticket su...
How LiveAgent recognizes quoted text from message
For every incoming email, LiveAgent tries to split the content of the email to 2 parts: new message and quoted part. However this is only possible if the email contains some delimiter / tag to mark where the new message ends and where the quoted part begins . Typically in plain text emails it is either the line ----- Original message ----- or it could be the ">" characters at the beginning of line > this is > the quoted part In HTML emails the quoted part is usually enclosed i...
How LiveAgent recognizes spam
Standalone installation of LiveAgent software doesn't have any spam filter by itself. Marking a ticket as spam is the job of the mail server by which the email is received. Additionally, it is possible to install SpamAssassin (https://support.liveagent.com/992315-SpamAssassin) on your server. If you have a cloud-hosted LiveAgent account and you are using the built-in email (https://support.liveagent.com/787664-Built-in-email-account-configuration) directly, or you are forwarding emails (https:/...
"Fetch Bulk mail" and "Fetch Junk mail" settings in LiveAgent
There are specific settings regarding fetching emails with specific headers (header Precedence: junk or Precedence: bulk) directly in your LiveAgent account under Configuration > Email > Email settings. If you have enabled these settings, it only enables processing of such emails with the above mentioned specific headers and if those will be fetched into your panel. Very often these settings can be misleading for our customers and they might think that disabling such a setting wi...
How to not fetch specific emails from inbox
Quick navigation - How to not fetch specific emails from Gmail inbox (#gmail_exclude) - How to not fetch specific emails from Outlook inbox (#outlook_exclude) After you connect an email account to LiveAgent (https://support.liveagent.com/458758-Configuring-Mail-accounts), depending on your choice, it will fetch all existing emails or only new emails received after the account was connected from the inbox. LiveAgent does not have an option to decide which emails will be fetched and wh...