Email Integration
Email Integration allows your company to automatically create a case based on an email being sent to a designated mailbox. With Email Integration you can streamline communication in ClientSpace from a designated mailbox outside ClientSpace. Email integration is a ClientSpace component that provides automated dataform creation (Client Service Case) from email requests. The integration accesses an email account from a third-party email provider and creates dataforms based on the email account or a specific email alias. After the request processes, an email notification is generated from a configurable template and transmitted as a response back to the sender of the originating email.
Workflow Overview
How does this work behind-the-scenes?
A background scheduled process called Process Email Integration runs approximately every minute. This process checks System Admin > Email Integration for configured Email Integrations. If configured Email Integrations exist, the system locates the specified mailbox of each integration and searches each mailbox for unread emails.
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If unread emails exist: The Process Email Integration scheduled process uses the content of the emails to create the Cases or Forms specified in the Email Integration configuration details. After creating the Cases/Forms, the Process Email Integration scheduled process then flags the emails as “Read” to prevent duplicate Cases or Forms from being created.
Note: If any errors occur during processing, they are logged in System Admin > Exception Log.
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If no unread emails exist: The Process Email Integration scheduled process does nothing.
Configuration Prerequisites
Before you configure Email Integration, you need to gather some necessary components for configuration:
- Email address of the mailbox to be integrated. The email address cannot be an alias; it must be the actual mailbox email address.
- Password to access the mailbox.
- Host URL of the email address (for example, outlook.office.com, or payroll.gmail.com).
- The IMAP connections port to the mailbox. The default port is 993, but this can be changed at the firewall.
ALERT: Multi-factor authentication (MFA) must be disabled on the Email Integration account.
Email Integration supports the following email providers that support the IMAP protocol:
- Aol.com
- Aim.com
- Gmail.com: Currently does not support SaslOAuth
- iCloud.com
- Outlook.com/Office 365
- Hotmail.com
- Yahoo.com
Note: Before you configure for Outlook.com/Office 365, see Configuring distribution groups for Email Integration with Office 365.
Next Steps
The following topics guide you through the Email Integration configuration steps.
Topics in this section