Email accounts configuration introduction

LiveAgent software allows you to connect your own/company email accounts and store all your business emails in LiveAgent as tickets. Once you connect your mailbox with LiveAgent, your agents can respond to these emails directly from their LiveAgent panel without using other 3rd party mailing systems like Outlook, for example. You can connect as many email accounts as you need, there are no limitations.

Also, if you wish to allow access to specific mail accounts only for specific agents in your LiveAgent software, you can use our departments feature to achieve that. Such workflow is most commonly used if you provide support for multiple brands or businesses with a single LiveAgent account, or to differentiate between your company departments like Sales, Technical, etc. 

Outgoing and Incoming email accounts

Notice there is a separate integration option for incoming and outgoing email accounts. To be able to receive and also send emails from your account address using LiveAgent, you need to integrate your email account in both configuration screens.

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 for testing purposes for new LiveAgent users. Please note that using the built-in email account to maintain your personal/company 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 for degradation of outgoing email service and not delivering emails to your customers.

It is always recommended to connect your own/company email addresses as outgoing and incoming email accounts.

Connecting email account with LiveAgent

In order to connect a new email account, navigate firstly to Configuration > Email > Outgoing Email Accounts. Here you will find a list of already connected outgoing email accounts, and you can also connect a new email account by clicking the "Integrate new mail account" button.

After successfully connecting your email address as an outgoing email account, navigate to Configuration > Email > Incoming Email AccountsHere you will again find a list of already connected incoming email accounts, and you can also connect a new email account by clicking the "Integrate new mail account" button.

The Google/Microsoft connectors or IMAP/POP3 methods fetch emails from your connected incoming email account periodically with cron jobs, whereas forwarded emails are fetched instantly as they arrive in your email account inbox without delay.

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.