LiveAgent software allows you to connect your email accounts and process all your business emails into LiveAgent tickets. Once you connect your mailbox with LiveAgent, your agents can respond to these emails directly from their LiveAgent panel and enjoy all the benefits of a full fledged helpdesk software.
Your mail accounts can be configured under different departments where only selected agents have access. Such workflow can be used for example to provide support for multiple brands or businesses with a single LiveAgent account, or to differentiate between your company departments like Sales, Technical, etc. so that different agents can work on different emails.
Outgoing and Incoming email accounts
There is a separate integration for incoming and outgoing email accounts. To be able to receive and also send emails from your email account using LiveAgent, you need to integrate your email account in both configuration screens.
Connecting email account with LiveAgent
If you wish to connect a new email account for both sending and receiving emails it is best to start with the outbound configuration. Navigate to Configuration > Email > Outgoing Email Accounts and click the "Integrate new mail account" button and follow the instructions from this knowledgebase section.
After successfully connecting your email address as an outgoing email account, navigate to Configuration > Email > Incoming Email Accounts and click the "Integrate new mail account" button and follow the instructions from here.
In general, it is recommended to at first connect your email address as an outgoing email account and after that as an incoming email account, due to the last step of the incoming email account integration, where you need to choose an already connected outgoing email account and set it up as the default sender for replying emails/tickets fetched from the incoming email account.
Furthermore, it is recommended first to use native Google/Microsoft connectors when connecting email addresses provided by Google/Microsoft, as these connectors support the new Google/Microsoft OAuth authentication methods.
Every connection method is divided and described in our Email feature category and its sub-categories. If you are using another mail account provider or want to connect your own mail server, you will need to select the Custom mailbox method.
The Google/Microsoft connectors or IMAP/POP3 methods fetch emails from your connected incoming email account every few minutes with cron jobs, whereas forwarded emails are fetched instantly as they arrive in your email account inbox.
Built-in email account
Every LiveAgent account has a pre-set built-in outgoing and incoming email account in the following form - support@mail.mycompany.ladesk.com. This email account cannot be removed, and is recommended to use only for testing purposes for new LiveAgent users.
Please note that using the built-in email account to maintain your business email communication is not recommended, as it is using our email servers, and because they are shared with other customers, there is a higher risk of these emails being marked as spam or blocked completely by email providers.
It is always recommended to connect your own/company email addresses as outgoing and incoming email accounts.