Agent Email Settings
Open an agent's Settings → Email Settings to choose its mailbox. You can use the platform-provided address, connect Gmail or Outlook, or configure a manual mailbox. If Organization email is configured, it governs default-address sending; see Organization Email.
Connect Gmail or Outlook
- Choose Connect Gmail or Connect Outlook.
- Complete the provider sign-in using the intended account and review the requested access. Your provider administrator may need to allow the application.
- Return to the agent and confirm the connected account shown in Email Settings.
- Set Send email and Receive email for the directions the agent needs, then save when prompted.
- Test with an allowed contact and inspect the timeline and actual destination mailbox.
These are guided OAuth connections. You do not need to enter SMTP/IMAP passwords for this flow. The platform selects the supported provider transport; older connections may use a different transport from newly connected accounts.
For Gmail, Google's guidance favors signing in with Google. An app password is an alternative only when the account and its security policy allow it; it requires two-step verification and can be revoked after a password change. See Google's app-password guidance.
For Exchange Online, use Connect Outlook rather than following older password-based IMAP recipes. Microsoft removed basic authentication for IMAP and other affected protocols; an app password does not restore those protocols. SMTP AUTH has separate availability and retirement rules. See Microsoft's authentication guidance.
Configure a manual mailbox
Use manual settings for a provider or authorized relay that supports the authentication modes shown. Obtain current connection values from the mailbox administrator instead of guessing them.
| Fields | What to enter |
|---|---|
| Email address and display name | The mailbox identity the agent is authorized to use |
| SMTP server, port, and security | Outbound host and its required STARTTLS, SSL, or approved transport setting |
| SMTP authentication | Login, Plain, or None, as supported by the relay; username and password when required |
| IMAP server, port, and security | Inbound host and required transport setting |
| IMAP authentication | Login or None as supported, with the required credentials |
| IMAP folder | Folder to monitor, commonly INBOX |
| Check every (seconds) | Polling interval for applicable inbound checks |
| Send / Receive email | Enable the directions this agent should use |
Enter mailbox credentials only in these protected fields. Blank password fields can represent a saved password; check the saved-value indicator before replacing one. Do not use a provider's normal account password when that provider requires OAuth or an app password.
Test and save are separate
Test sending and receiving checks the current manual configuration. Review failures for each direction and correct the relevant host, credentials, transport security, or folder. A successful connection check is not proof that a real message reached a recipient.
Use the save control to persist settings. Saving and testing are separate operations; saving alone does not prove connectivity or deliverability. After saving, send and receive a small real test using an authorized contact. Check Outbox if policy requires review before the outbound test can be delivered.
Disconnect or change a mailbox
Use the displayed disconnect control for an OAuth mailbox. Review the resulting email mode and address before resuming work; disconnecting provider access does not move old mail to another mailbox. Choose and verify the intended replacement connection or platform mode.
Reconnecting can restore expired or revoked authorization, but it cannot grant access that the provider account itself lacks. Confirm the correct account, mailbox, and scopes after any change.
Troubleshooting
- Authentication rejected: reconnect OAuth or check the manual authentication mode with the mailbox administrator. Do not repeatedly try a normal password against a provider that requires OAuth.
- Sending works, receiving does not: check Receive email, mailbox access, the selected folder, and the relevant inbound transport or runner.
- Receiving works, sending does not: check Send email, sender authorization, contacts, and Outbox review state.
- Connection timeout: check DNS, host, port, TLS settings, and deployment network access.
- Accepted message never arrives: inspect provider message trace, spam/quarantine, and recipient spelling before resending.