What is the Mailbox functionality, and how do I configure it?

Mailbox allows organisations to read and respond to customer emails using their own (or a corporate) email account.

What steps do I need to take to configure Mailbox?

You will first need to create email accounts on your system to handle incoming and outgoing emails from Mailbox. Go into Administration > Mail > Accounts > Email

The following screen will appear, displaying any email accounts that have already been configured.

Click  Add account  to start creating a new one.

The following screen will appear. Provide the email address you intend to use for handling incoming and outgoing emails. All other mandatory details, including the "Incoming Port" and "Outgoing Port" should fill automatically, though you can re-configure them if needed.

Scroll down and confirm the Mail Server - IMAP or Exchange. You can also add an optional signature to be included at the bottom of emails.

At the bottom of the screen, you can adjust interactions and user settings.

If "Create Interaction" is enabled, any emails sent via Mailbox will add an Interaction against the recipient's account in Contact Centre.

If "Create Customer" is enabled, the system will automatically create an account for any non-user who emails the account assigned to Mailbox.

If an Admin User is selected from the dropdown list, they will be associated with any Interactions generated via Mailbox.

Scroll up and click  Create  to finish.

Go into Mailbox. From here, you can see all the emails sent to you. There are three action buttons under the "Actions" heading that will allow you to create a Service Request or Task based on an email, or reply to it.

Clicking on the Action button will bring up similar options. From here, you can select a specific email account to view emails sent and received to that specific account. You can also create a Service Request or Task based on an email, so long as you check the box next to the relevant email.