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- How to not fetch specific emails from Gmail inbox
- How to not fetch specific emails from Outlook inbox
After you connect an email account to LiveAgent, 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 which won't be. As a workaround, it is possible to set up automatic rules, which will automatically delete and purge chosen emails/tickets, for example, from a specific sender or with a specific subject.
Suppose such an approach is not suitable. For example, you are already receiving emails containing sensitive information like personal data, payment or billing details, invoices, personal communication, etc., that are not supposed to leave your inbox. In that case, some mail services providers like Google or Microsoft allow you to exclude specific emails from the general inbox folder automatically. As a result, such emails won't be fetched to LiveAgent.
How to not fetch specific emails from Gmail inbox
In your Gmail panel, navigate to the top "Search mail" field, and click on the "Show search options" button. This function allows you to create a filter, which can exclude specific emails from the inbox and archive them.
For example, let's say you do not want to fetch emails with invoices to LiveAgent, so you'll specify "Subject: Invoice" and check the option "Has attachment". In the 2nd screen, where you are selecting what actions should be taken "When a message is an exact match for your search criteria:", it is needed to activate the "Skip the Inbox (Archive it)" option. All other options are optional and depend on your preferences.
After an email with the word "Invoice" mentioned in the subject and including an attachment will be sent to your email address, the email won't appear in the inbox but by default will be archived and available from the "All Mail" label, and therefore also won't be fetched to LiveAgent.
How to not fetch specific emails from Outlook inbox
In your Outlook panel, click on the Settings button near the top right corner and then on the "View all Outlook settings" link in the expanded window.
In the Settings section, navigate to Mail > Rules, and add a new rule. As an example, let's say you do not want to fetch emails with invoices to LiveAgent, so you'll set up conditions "Subject includes: Invoice" and "Has attachment". Then, in the actions section, it is needed to choose the "Move to" option and choose to which folder emails should be assigned. All other options/conditions are optional and depend on your preferences.
After an email with the word "Invoice" mentioned in the subject and including an attachment will be sent to your email address, the email won't appear in the inbox, but in the folder specified in the rule, in reason of what also won't be fetched to LiveAgent.