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How to not fetch specific emails from inbox

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After you connect any 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 only 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.

Creating a new dedicated support mailbox/email account is recommended instead of using personal or other business mailboxes to communicate with customers. It is still the best and easiest solution in most cases.

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, when will be applied, excludes specific emails from the inbox and archives 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" contained in the subject and any 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.

You can always review and update your Gmail filters in Settings > See all settings > Filters and Blocked Addresses.
As navigating back and forth to the "All Mail" section might be a little bit inconvenient because it's hidden in general, and as its label does not indicate whether there are some unread emails in it, we recommend also creating a new custom label in Gmail Settings > See all settings > Labels, and then choose to apply this label also on emails excluded from inbox in the 2nd screen of the Gmail filter.

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.

It does not matter which folder apart from Inbox you'll choose. LiveAgent is fetching emails only from the Inbox folder, but for easier navigation, we recommend creating custom folders via the "New folder" function displayed on the previous screenshot above.
Although emails from the Archive folder are not fetched, this folder does not indicate whether there are some unread emails in it. Therefore we do not recommend using it if you need to be visually notified about new emails.

 

After an email with the word "Invoice" contained in the subject and any 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.

You can always review and update rules by navigating to Settings > View all Outlook settings > Mail > Rules.

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