Email Channel Configuration

Email channels enable agents to interact with customers in email conversations. You can utilize a Microsoft Exchange O365 mailbox, or an IMAP mailbox for this. All our email features are available for both email account types.

Discover how to configure the email channels.

Discover how to configure email templates for use in your email channels.

Registering the Graia CCaaS Email Application

For Microsoft Exchange O365 type email accounts, Graia CCaaS services need permission to access the mailboxes you configure. These are acquired via an "Application" registered in your Microsoft corporate tenant (Entra IDEntra ID (Azure AD) – Microsoft Entra ID, Microsoft's directory and sign-in service, called Azure Active Directory until 2023. Graia signs in agents and administrators through it, and the Directory's Internal contacts come from it.). This is a one time operation.

When you create an Exchange email channel, choose your organization's Microsoft tenant in the Entra ID list of the channel's Email Configuration step. Tenants are listed by their domain, for example yourcompany.com. If yours isn't listed, click the refresh button next to the list; if it's still missing, contact your Graia account manager.

Once registered, Graia CCaaS will be able to access any mailbox in your tenant, meaning it will read from whichever mailbox you use while creating an Email Channel. We recommend to limit the scope of this access to the mailbox(es) you are going to use for your Channels. The auth limit mailbox access Microsoft article provides all technical details and background information for this.

Best Practice for Buzzeasy Email App registration

In order to avoid IT overhead when changing Exchange/O365 email channels, while also limiting the mailbox access of Graia CCaaS, we provide the following privacy-focused best practice:

1. Create a mail-enabled security group in Exchange.

2. Add the designated mailboxes to this newly created group. These will be the only ones accessible by Graia CCaaS and only as long as they are members of this group.

3. Create a New-ApplicationAccessPolicy to allow Graia CCaaS to read/write emails in the mailboxes of the user accounts in the group. This cmdlet requires the following parameters:

   • AppID: Navigate to Azure Portal > Azure Active Directory > Enterprise Applications, search for Buzzeasy Email Integration application and copy the ApplicationId property.

   • PolicyScopeGroupId: This will be the new mail-enabled security group you just created.

   • AccessRight: RestrictAccess

Graia CCaaS is now restricted to only read/write emails on behalf of the mailboxes you added to the group! Should you need more/less email channels in Graia CCaaS, simply change the membership of this group and proceed with channel creation.

note

The accounts used for Exchange O365 email channels must have User Mailboxes associated. See the Microsoft document about the various types of user email recipients. User recipient types such as Mail Contacts, Mail Users, etc. do not contain an actual mailbox entity within the Microsoft tenant that Graia CCaaS could programmatically manage. This means that for example Guest user objects invited from an external directory will not be eligible to be used as email channels.