LiveAgent uses Google OAuth authentication to connect with your Gmail accounts. After you authenticate this connection in a pop-up window, your Gmail mailbox is connected, and no further configuration is needed. Just follow these simple steps.
Note that the Google connector fetches emails every few minutes with cron jobs, so there might be a slight 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, use the Google connector to connect your Gmail account.
On the next screen, click on the "Connect" button. It will automatically open a pop-up window with a Google login page, where you need to log in to the Gmail account that you want to connect as an incoming email account and authorize LiveAgent to access it. After successful authentication and login, the pop-up window will be automatically closed.
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 Gmail mailbox should be created as tickets, and the outgoing email account that will be set up as the default sender for replying tickets fetched to this incoming email account.
That's it, your Gmail account will be successfully connected, and you can start fetching emails from this Gmail account directly to your LiveAgent account.