Configure Channels

Email Channels are configured through the Graia CCaaS portal.

For Exchange/O365 channels, your IT administrators must register the application with Microsoft Entra ID (formerly known as Azure Active Directory). This is not needed for IMAP channels.

Create an email channel

  • Provided you are an Administrator or have access to the Email business entity, select Email > Channels from the portal menu.

  • Click Create to launch the email channel creation process.

  • Enter a Name for the channel.

  • Select an optional Business unit.

  • Select an existing Workflow for the channel. If you do not select an existing workflow, you will need to provide details for a new one as part of the process.

  • Optionally set the Create channel in enabled state toggle to start up the channel as soon as it is saved and ready. Otherwise Graia CCaaS won't consider the channel available unless it is explicitly enabled.

Some tabs of the channel creation process, described in the following sections, are optional. To skip them, click Next until you reach the last tab, then click Create.

A successfully created email channel will show a green checkmark indicating a proper connection to the mail server.

You may also prevent the system from automatically creating a customer record when an unidentified new customer reaches the system. This does not affect the customer identification process.

Workflow details

In case you create a new workflow for the new channel, the channel creation process asks you to provide the following details in the Workflow Details tab:

  • Specify the new Workflow name.

  • Set the Idle timeout.

Email configuration

  • During initial setup, specify the Account type for the email server Graia CCaaS needs to connect to. Once created, you can not modify the account type of the channel. You need to delete the channel and create a new one for the desired account type.

  • You can modify some account properties post creation, like the email address of an Exchange account, or the various IMAP settings.

Exchange email account type

  • For Exchange (O365) mail servers, the only property you need to set is the User email address where the channel emails are managed.

IMAP email account type

  • For the IMAP email servers, fill out the following mandatory fields:

    • IMAP host (e.g., imap.gmail.com)

    • SMTP host (e.g., smtp.gmail.com)

    • Username and password for both IMAP and SMTP. Note that we don't offer the usage of separate IMAP/SMTP user accounts.

  • In case you'd use a non default email folder on the server, specify the optional Mail folder name as well.

Note

IMAP for Outlook (e.g., imap.outlook.com) is not currently supported.

Setting up an IMAP email channel with Gmail

In addition to the standard configuration above, you'll need to perform the following as well at the Gmail portal:

  • Enable 2-Step Verification for the account.

  • Create an App Password for the account, which must be used as the password in the channel configuration above.

  • See the official Google documentation for details.

For other providers, refer to their documentation on how to allow third-party IMAP/SMTP access.

Create an email signature

An email signature on your channel can be used to standardize signatures of outbound emails to maintain corporate identity and branding policies. Use it to populate key agent properties specified in the Agents section of the portal, e.g. Name.

Discover how to edit an agent to make sure the key fields are properly set.

Enter and format signature text

  • Insert a field placeholder into the email signature using the pound or hash character #. The available fields: Name, Display Name, and Job Title appear as you type.

  • Select the field you require.

    Select a Field While Editing a Signature

  • Type generic text into the signature like a company name, department, website address, etc.

  • Select portions of the plain text then use the formatting tools to modify them in your signature.

    Edit Signature Toolbar

Align text and images

  • To align text and other objects, use tables. Insert text and images in separate cells and/or rows.

    Align Image Text Table

Set business hours

Configure your email channel's timezone, operational hours and holidays and add exceptions. Your email workflow can use these settings to inform conversation routing.

Set completion codes

If required, designate completion codes for conversations flowing through this channel. Completion codes are used by agents when they close tasks and can also be defined in Agent Workspaces.

Draft Autosave

Graia CCaaS automatically saves email drafts in the background while agents are composing them. This ensures that if an agent closes the tab or navigates away, they can return to the conversation without losing their work.

When the agent reopens the conversation, a notification appears:

The following draft was automatically saved for you.

The notification includes two options:

  • Discard: Deletes the saved draft.
  • Edit: Opens the draft for continued editing.

Supported file types

Due to security reasons, Graia CCaaS supports a set number of file types.