Create/Edit an Email Channel
To connect an Email channel in NovaTalks, select Email as the channel type when creating a new Inbox.
Main settings
The main settings displays the Channel name, the support email address, the Email provider selection and its settings.
Inbox Name
Email - an email address for your customers to send support inquiries to.
Conversation Type - a type of inbox from which a customer contacts you. The Email channel has a default setting of Email.
Email Provider - the email provider to which your mailbox is connected.
You can choose from the following:
Google
Microsoft
Other provider
Configuring settings for Google
Client ID - the identifier of your application in Google Workspace.
Client secret - a confidential key that confirms the authenticity of the application.
After creating the channel, go to its settings and:
Copy the link from the Redirect URI field and add it to your Google Workspace app
Sign in to your account by clicking the ‘Sign in’ button
Configuring settings for Microsoft
Client ID - the identifier of your application in Microsoft Entra Admin Center.
Client secret - a confidential key that confirms the authenticity of the application.
After creating the channel, go to its settings and:
Copy the link from the Redirect URI field and add it to your Microsoft Entra Admin Center
Sign in to your account by clicking the ‘Sign in’ button
Configuring settings for other providers
IMAP Settings
Address - an email server address for IMAP communication to receive messages.
Port - a port number used to connect to a mail server via the IMAP protocol.
Login - an email address for which the settings are set.
Password - an IMAP password.
SMTP Settings
Address - an email server address for SMTP communication to send messages.
Port - a port number used to connect to a mail server via the SMTP protocol.
Login - an email address for which the settings are set.
Password - an SMTP password.
Domain - a domain name or address of your email domain that is associated with the SMTP mail service.
Encryption - the available encryption options: SSL/TLS or STARTTLS.
Authentication - possible authentication methods: login or plain.
Configure conversation handling
Utilization, % - an indicator that shows how much a certain dialogue utilizes an agent. Possible values: 0 - 100.
Depending on the value of this parameter, the current utilization of an agent is calculated (the sum of the utilization of dialogs assigned to this agent).
When automatically distributing dialogs, an agent utilization should not exceed 100%.
Therefore, the lower the utilization value of a dialog assigned to a team, the more dialogs can be automatically distributed to an agent and vice versa.
Auto Assignment Limit - the maximum number of simultaneous conversations an agent can handle within a given Team and Conversation type. Once this limit is reached, ACD will no longer assign similar dialogues to that agent.
Auto Answer is the option that determines if a dialog is accepted automatically when assigned to an agent.
Alerting Timeout - the duration an agent has to accept or reject a conversation. If an agent does not respond within this time, the conversation returns to the beginning of the queue, and the agent's status changes to Busy substatus Not responding.
The option is available only if the Auto Answer option is disabled.
Wrap-up codes - special codes used to categorize dialogs with customers. They are selected by an agent after resolving a conversation.
Wrap-Up Timeout (sec) - the time limit for selecting a Wrap-up code. If an agent does not react within the specified time, a conversation resolves, and the Wrap-up code is not set.
Agents
The list of agents included in an Inbox.
View and create a channel
Steps to view the settings of a new channel and confirm its creation.
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