Configuring Incoming Email Accounts

Built-in email account configuration

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 we recommended to use it only for testing purposes for new LiveAgent users. Please note that using the built-in email account to maintain your 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 your emails being marked...

Connecting Google account as incoming email account

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 > I...

Connecting Microsoft account as incoming email account

When connecting Outlook/Office 365 account with a standalone LiveAgent license installed on your own server, please see this article (https://support.liveagent.com/809471-How-to-setup-Microsoft-application) first. LiveAgent uses Microsoft OAuth authentication to connect with your Outlook/Office 365 accounts. After you authenticate this connection in a pop-up window, your Outlook/Office 365 mailbox is connected, and no further configuration is needed. Just follow these simple steps: Note that t...

Connecting email address via IMAP/POP3 as incoming email account

If you have an email account from a different provider than Google (https://support.liveagent.com/057495-Connecting-Google-account-as-outgoing-email-account) or Microsoft (https://support.liveagent.com/893604-Connecting-Microsoft-account-as-outgoing-email-account), you are able to connect the email account with IMAP or POP3 credentials. Note that the IMAP/POP3 methods fetch emails every few minutes with cron jobs, so there might be a potential delay in seeing the emails processed into tickets i...

Connecting Office 365 shared mailbox as incoming email account

Sometimes customers are struggling with connecting their company Office 365 shared mailboxes to their LiveAgent accounts. Shared mailboxes differ from regular mailboxes, they do not have credentials by which you can access the mailbox. Instead, you are accessing the shared mailbox directly from your regular Office 365 mailbox via the "Open another mailbox" button. The difference also applies during the connection of the shared mailbox, where you need to use the credentials of your personal em...

Connecting Forwarding email account

Mail forwarding is possible only with LiveAgent cloud-hosted accounts. If you have a standalone LiveAgent installation on your own server, the forwarding option is replaced by email piping (https://support.liveagent.com/157359-Email-Piping). If you are not able to connect your email account via the Google (https://support.liveagent.com/346009-Connecting-Google-account-as-incoming-email-account)/Microsoft (https://support.liveagent.com/545430-Connecting-Microsoft-account-as-incoming-email-accoun...

Setting up Email piping

If you are not able to connect your email account via the Google (https://support.liveagent.com/346009-Connecting-Google-account-as-incoming-email-account)/Microsoft (https://support.liveagent.com/545430-Connecting-Microsoft-account-as-incoming-email-account) connectors and neither via the IMAP/POP3 (https://support.liveagent.com/034776-Connecting-email-address-via-IMAPPOP3-as-incoming-email-account) method or you want the emails appear in LiveAgent faster, it is possible to also set up the emai...