Turn on an agent's email
On an agent's Email channel, people write to its own address and it replies in the same thread.
Open the agent, then Email. The page says: People email this agent at its own address, and it replies in the same thread. The heading is Email is on or Email is off. When it's off, the agent stops answering email. Turn email on needs an address replies come from: pick one under Replies sent with and tick it under Addresses it may send from. If there is no address yet, the page says: There is no email address to send replies from yet. Add one on Add an address agents send from.
The sections
- The agent's email address. People write to this address. You can also forward mail to it. If none exists yet, it says No address yet.
- Who can write. Known people only (default), Anyone, or Only these domains (one domain a line). Known people are senders who match one person the agent knows.
- Emails that fail the sender check are never answered, so a reply never reaches someone who didn't write.
- Replies. From name, Reply to everyone copied (off means the sender only), Signature, Handled by a workflow, and Replies sent with.
- Limits. Replies a day, and Replies to one thread a day (at most 20).
How an email becomes a message
- Delivered to. The agent, whether it is in To, Cc, or Bcc. Two agents copied each get their own conversation.
- From. Who it is from, matched to a person.
- Subject and body. The subject first on a new thread, then only what is new. Quoted history and signatures are removed, and images are never loaded.
- Attachments. Images and documents, checked as on every channel. Others are listed by name and not opened.
- Thread. A reply joins its conversation. The same email is answered once.
- Not answered. Out-of-office and other automatic replies, bounces, mailing lists, and spam.
A workflow's own address
That is separate from the agent's Email channel. On the workflow, choose Add a way in, then Email address. Pick a name for the address. Messages sent to it start this workflow. Older Incoming email setups are read only under Ways in: the page says to review the earlier saved configuration there, and to create new setups in a workflow's Ways in.