# Email

### Create/Edit an Email Channel

To connect an Email channel in NovaTalks, select **Email** as the channel type when creating a new Inbox. 

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FDOEMu0CyIS9Q2w5p1lJC%2Fimage.png?alt=media&#x26;token=7004724d-801f-4a6b-a34a-cf161d948e49" alt=""><figcaption></figcaption></figure>

### Main settings

The main settings displays the Channel name, the support email address, the Email provider selection and its settings.

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FbvZBUU4gaAS8ePsxL9mT%2Fimage.png?alt=media&#x26;token=db3ba95f-6922-412f-bc1f-74bd632dfa6b" alt=""><figcaption></figcaption></figure>

1. **Inbox Name**
2. **Email** - an email address for your customers to send support inquiries to.
3. **Conversation Type** - a type of inbox from which a customer contacts you. The Email channel has a default setting of Email.
4. **Email Provider** - the email provider to which your mailbox is connected.

You can choose from the following:

* Google
* Microsoft
* Other provider

{% hint style="danger" %}
The mail client does not support working through proxy servers and connects directly to mail providers via the Internet.
{% endhint %}

{% hint style="info" %}
Only corporate email accounts are supported for Google and Microsoft providers.&#x20;
{% endhint %}

### Configuring settings for Google

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FB8wmRu7dRLPi7Gb8XgCr%2Fimage.png?alt=media&#x26;token=16732df2-e080-4e00-afc9-62820119ea48" alt=""><figcaption></figcaption></figure>

1. Client ID - the identifier of your application in Google Workspace.
2. Client secret - a confidential key that confirms the authenticity of the application.

{% hint style="info" %}
Client ID and Client Secret are obtained when you create an application in Google Workspace.\
Learn more about the application setup process 👉[Configure an OAuth app for Gmail](https://help.novatalks.com.ua/en/get-started/settings/inboxes/email/configure-an-oauth-app-for-gmail)
{% endhint %}

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

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FWTnwdZUBejoN79Bs4aUm%2Fimage.png?alt=media&#x26;token=50cc695a-2d55-49d0-9577-ca4b12651447" alt=""><figcaption></figcaption></figure>

### Configuring settings for Microsoft

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FC1b9FjJAhlba6MclgCt3%2Fimage.png?alt=media&#x26;token=14fb2e45-c410-43a0-82e3-8d3d5ef8c70b" alt=""><figcaption></figcaption></figure>

1. Client ID - the identifier of your application in Microsoft Entra Admin Center.
2. Client secret - a confidential key that confirms the authenticity of the application.

{% hint style="info" %}
Client ID and Client Secret are obtained when you create an application in Microsoft Entra Admin Center.\
Learn more about the application setup process 👉[Configure an OAuth app for Outlook and Microsoft 365](https://help.novatalks.com.ua/en/get-started/settings/inboxes/email/configure-an-oauth-app-for-outlook-and-microsoft-365)
{% endhint %}

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

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2F6a7QYOHIGRaVlOos0sLW%2Fimage.png?alt=media&#x26;token=f3e89e2a-af6d-48cc-8f64-b437aa0eeeb2" alt=""><figcaption></figcaption></figure>

### Configuring settings for other providers

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FnG3uIj2wskcfGHHrvEsn%2Fimage.png?alt=media&#x26;token=1cc07d13-9f94-4ac5-b274-05ce459099ff" alt=""><figcaption></figcaption></figure>

<mark style="color:blue;">**IMAP Settings**</mark>

4. **Address** - an email server address for IMAP communication to receive messages.
5. **Port** - a port number used to connect to a mail server via the IMAP protocol.
6. **Login** - an email address for which the settings are set.&#x20;
7. **Password** - an IMAP password.

<mark style="color:blue;">**SMTP Settings**</mark>

8. **Address** - an email server address for SMTP communication to send messages.&#x20;
9. **Port** -  a port number used to connect to a mail server via the SMTP protocol.
10. **Login** - an email address for which the settings are set.&#x20;
11. **Password** - an SMTP password.&#x20;
12. **Domain** - a domain name or address of your email domain that is associated with the SMTP mail service.&#x20;
13. **Encryption** - the available encryption options: SSL/TLS or STARTTLS.&#x20;
14. **Authentication** - possible authentication methods: login or plain.

{% hint style="info" %}
For information on how to set up an IMAP/SMTP connection, we recommend that you consult your email provider's guide.
{% endhint %}

***

### Configure conversation handling

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2Fq7BC5AVVNYRhQJRp6ZSG%2Fimage.png?alt=media&#x26;token=477b6c22-d462-41c0-be22-39ff8ebe50f5" alt=""><figcaption></figcaption></figure>

1. **Utilization, %** - an indicator that shows how much a certain dialogue utilizes an agent. Possible values: 0 - 100.

{% hint style="success" %}
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).&#x20;

When automatically distributing dialogs, an agent utilization should not exceed 100%.&#x20;

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.
{% endhint %}

2. **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.
3. **Auto Answer** is the option that determines if a dialog is accepted automatically when assigned to an agent.
4. **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.&#x20;

5. **Wrap-up codes** - special codes used to categorize dialogs with customers. They are selected by an agent after resolving a conversation.&#x20;
6. **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 <a href="#agents" id="agents"></a>

The list of agents included in an Inbox.

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FIZRNBriQqg0TgGMXPaF6%2Fimage.png?alt=media&#x26;token=7f532d25-1591-4531-b551-93ee3da3b663" alt=""><figcaption></figcaption></figure>

***

### View and create a channel

Steps to view the settings of a new channel and confirm its creation.

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2F7NkMWeOoAZi7AwUkyDzq%2Fimage.png?alt=media&#x26;token=f5a7d89c-746d-4900-9b5b-896777342d02" alt=""><figcaption></figcaption></figure>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.novatalks.com.ua/en/get-started/settings/inboxes/email.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.