There are two ways to connect your Outlook mailbox:
- Connecting mailbox using forwarding
- Connecting mailbox using IMAP
Connecting mailboxes via forwarding is preferable because in this case emails arrive at Deskie faster. There also is the possibility of setting up any SMTP.
Connecting mailbox using forwarding
1. Go to your admin account to the section "Channels", subsection "Email", click "Add email address", and choose "Your own" option.
a) Enter the email you are planning to add. If you use Outlook mailbox with your own domain, enter it in the email address field. For example, [email protected].
b) Choose a group where your cases delivered to this mailbox will land by default.
c) Enter the following data manually:
Outgoing mail server: smtp.office365.com
Port: 587
Encryption: TLS
Note: If you connect a mailbox with your own domain, the outgoing server settings, port, and encryption do not change.
d) Copy your system mailbox that will be receiving forwarded emails. It looks like support.[your personal code]@dev.deskie.io.
2. Set up forwarding emails to the Deskie system mailbox in the Outlook web interface. You can do this through these sections: Settings (gear icon in the upper right corner) → View all Outlook settings → Mail.
If you’re planning to forward all your emails to Deskie, go to the Forwarding section and insert that system mailbox you saved earlier in the “Forward my email to:” field.
If you only want some particular emails that come to your mailbox to be converted to Deskie cases, then go to the Rules section and add your conditions.
3. Go back to the web interface of your mailbox and create an application password to use Outlook SMTP (so that we pass agent responses to Outlook for delivery).
Note: Application passwords are only available when two-factor authentication is enabled. If two-factor authentication is not enabled, you will not see the App passwords block on the Advanced security options page.
a) Open the Security Basics page, sign in with the correct Microsoft account, and select "Advanced security options".
b) In the Additional security section, select Two-step verification and follow the instructions to enable it (you need to select an additional channel for receiving one-time passwords: spare email, call, Microsoft app).
c) After enabling the Two-step verification option, under the Additional security block, the App passwords block will appear. To create a new application password, just click on the Create a new app password link.
Important points:
It is not possible to get a list of previously created app passwords in the Microsoft interface, so save them on your side at the time of creation and indicate which application a particular application password was created for.
Microsoft allows you to create and store an unlimited number of app passwords, but the App passwords block always shows only the last created password; however, this does not affect the functioning of previously created passwords.
4. Return to Deskie, paste the received app password into the "Mailbox password" field and click the "Connect" button.
Setting up a third-party SMTP
When SMTP is set in your e-mail account the following happens:
Agent responses are added to the "Sent" folder of your e-mail account;
Emails are delivered independently of Deskie.
However, some email services may have limitations for emails sent from an email account or may experience occasional instabilities within the work of their servers. If you want to fully control the process of sending agent responses and monitor delivery statistics, the best option is to use third-party email services specialized in this area (Mailgun, Postmark, SendGrid, Amazon SES, etc.) that offer SMTP services.
Configuring e-mail sending via third-party SMTP is only possible if the option to connect the e-mail account via forwarding is selected.
1. Specify a colon (:) and your user name in the third-party SMTP service after the address of the e-mail account you want to connect.
2. Enter the server data (outgoing e-mail server, port, encryption settings, and password) provided by the third-party SMTP service.
To ensure that customer e-mails reach Deskie, remember to set the forwarding in the interface of your e-mail account as described in the instructions.
Connecting mailbox using IMAP
1. Go to your admin account to the section “Channels”, subsection “Email”, click “Add email address”, choose “Your own” option and then select “through POP3 or IMAP”.
a) Enter the email you are planning to connect. If you use an Outlook mailbox with your own domain, enter it in the email address field. For example, [email protected].
b) Choose a group where your cases delivered to this mailbox will land by default.
c) Manually enter the following data:
Incoming mail server: outlook.office365.com
Port: 993
Encryption: SSL
Outgoing mail server: smtp.office365.com
Port: 587
Encryption: TLS
Note: If you connect a mailbox with your domain, the incoming and outgoing server settings, port, and encryption do not change.
2. Go back to the web interface of your mailbox and create an application password to use Outlook SMTP (so that we pass agent responses to Outlook for delivery).
Note: Application passwords are only available when two-factor authentication is enabled. If two-factor authentication is not enabled, you will not see the App passwords block on the Advanced security options page.
a) Open the Security Basics page, sign in with the correct Microsoft account, and select "Advanced security options".
b) In the Additional security section, select Two-step verification and follow the instructions to enable it (you need to select an additional channel for receiving one-time passwords: spare email, call, Microsoft app).
c) After enabling the Two-step verification option, under the Additional security block, the App passwords block will appear. To create a new application password, just click on the Create a new app password link.
Important points:
It is not possible to get a list of previously created app passwords in the Microsoft interface, so save them on your side at the time of creation and indicate which application a particular application password was created for.
Microsoft allows you to create and store an unlimited number of app passwords, but the App passwords block always shows only the last created password; however, this does not affect the functioning of previously created passwords.
3. Return to Deskie, paste the received app password into the "Mailbox password" field and click the "Connect" button.
Deskie will receive all emails from your Inbox folder.