Create mailboxes

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Version: 10.2.11
• 7 minutes to read
 • 7 minutes to read

You can create a mailbox to use for importing email into SuperOffice Service. Before you do that, you must create a mailbox on the mail server that the email is delivered to.

Note

Before you set up a mailbox, make sure that there are no old messages in this mailbox on the mail server. SuperOffice Service will import all mail in the mailbox and you risk sending auto-replies to all contacts who have sent email to this address. To import these old emails, you should disable the auto-reply function. Above all, this concerns the Do not auto-reply option in the Mailbox properties screen and the Do not send email to new contacts option in the Settings tab in the System screen in SuperOffice Service.

To create a new mailbox - online

  1. Go to Settings and Maintenance, click the Requests button in the navigator, and select the Email tab.

  2. Click New mailbox. The Mailbox properties screen appears, with the Properties tab open.

  3. In the Address field, enter the name without @domain.xx, and press TAB to add the CRM Online settings to the email address.

    Note

    Friendly email address can be added to the address by adding ("friendly name") at the end of the email address.Example: info@company.com (Customer Ltd.).

  4. Select category, priority, and request type:

    • In the Category list box, select the category the messages in this mailbox belong to.

    • In the Priority list box, select the priority to give requests from this mailbox.

    • In the Request type list box, select the type the messages in this mailbox belong to.

  5. In the Customer language list box, specify the language for the customers who send messages to this mailbox.

  6. Set reply:

    1. Check Do not auto-reply to disable the auto-reply function. See the note at the top of this topic.

    2. In the Email fields field, you can enter a comma-separated list of email fields (headers) to be displayed in the request message, for example, To and Cc.

    3. In the Reply template for reply to contact list box, select which reply template to use when auto-replying to the customer.

    4. Suggest FAQ entries from: If checked, the system will suggest FAQ entries based on the text in incoming emails. The suggested FAQ entries are available as template variables and can therefore be reused in the selected reply template. You can also specify which branch of the FAQ tree to search in, by specifying the folder you want.

  7. Import auto-replies and system messages: By default, emails that contain out of office messages, system messages and other irrelevant messages are not imported. If you do want to import such emails, you can check this option.

  8. AI services: Here you can select the following options for categorization and text analysis using AI:

    • Use AI to suggest categories: Select this option to let the AI suggest a category for requests based on the content of email messages.
    • Use text analysis: Select this option to let the AI analyze the text in email messages to detect language (for translation) and perform sentiment analysis.

  9. Click OK. The mailbox is created.

To create a new mailbox - onsite

  1. Go to Settings and Maintenance, click the Requests button in the navigator, and select the Email tab.

  2. Click New mailbox. The Mailbox properties screen appears, with the Properties tab open.

  3. In the Address field, enter the email address you want to use for the mailbox.

    Note

    Set up forwarding to this mailbox address if you are going to use your company's email address (for example info@company.com). Use Forwarding address in the Mailboxes screen.

  4. In the Protocol list box, select which protocol to use to communicate with the mail server. Some of the protocols may require further configuration.

  5. In the Email server field, enter the server's host name.

  6. In the User name and Password fields, enter the user name and password for the mailbox.

  7. In the Folder field, enter the folder name for the mailbox on the server.

  8. In the Port field, you can change the proposed default port for the selected protocol.

  9. Select category, priority, and request type:

    • In the Category list box, select the category the messages in this mailbox belong to.

    • In the Priority list box, select the priority to give requests from this mailbox.

    • In the Request type list box, select the type the messages in this mailbox belong to.

  10. In the Interval list box, select how often SuperOffice Service check for messages in this mailbox.

  11. In the Customer language list box, specify the language for the customers who send messages to this mailbox.

  12. Set reply:

    1. Check Do not auto-reply to disable the auto-reply function. See the note at the top of this topic.

    2. In the Email fields field, you can enter a comma-separated list of email fields (headers) to be displayed in the request message, for example, To and Cc.

    3. In the Reply template for reply to contact list box, select which reply template to use when auto-replying to the customer.

    4. Suggest FAQ entries from: If checked, the system will suggest FAQ entries based on the text in incoming emails. The suggested FAQ entries are available as template variables and can therefore be reused in the selected reply template. You can also specify which branch of the FAQ tree to search in, by specifying the folder you want.

  13. Go to the Alias tab. Here you can enter any email alias for a mailbox (for example, if sales@company.com and sale@company.com go to the same mailbox). You add an alias by entering an email address and then clicking icon.

  14. Import auto-replies and system messages: By default, emails that contain out of office messages, system messages and other irrelevant messages are not imported. If you do want to import such emails, you can check this option.

  15. Click OK. The mailbox is created.

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