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Email is one of the most popular and effective customer service channel. With Cloudfon CX Inbox, you can add your email accounts to Inbox to provide customer service in the email channel. After successfully connecting your email account, tickets are created for all incoming emails to the account, and the messages that you send out appear in the Sent folder of your email account.

Currently, CX supports this type of email accounts:

  • POP3 account
    Post Office Protocol 3 (POP3) is the most common email account type. You can connect your email account with POP3 and SMTP configurations.

  • Office 365 account
    Office 365 (also known as Microsoft 365) is a set of cloud-based applications and services provided by Microsoft, including Office, Exchange Online, and so on. A standalone Exchange Online email account is also supported.

  • IMAP account

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  • Gmail

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Step by Step Instructions

  1. Log in to your Cloudfon CX Control Panel.

  2. From the left navigation menu, go to Inbox > Channels > Email.

  1. Click Add Email Account and choose POP3 from the dropdown list.

  1. Enter your Email account information.

User Info

  • Email Address: Input the address of the email account that you want to add.

  • Password: Input the password of your email account.

  • Your name: Input the name you want your recipients to see. For example, Cloudfon Customer Support.

Server Info

  • User name: It might be the part of your email address before the @ symbol or your complete email address.
    If you are using a corporate Gmail account, add "recent:" before your user name to ensure normal communication. For example, recent:yourname@example.com

  • Incoming mail server (POP3): The incoming mail server information. Check with your ESP or mail administrator for the server address.

  • Outgoing mail server (SMTP): The outgoing mail server information. Check with your ESP or mail administrator for the server address.

  1. Click Test POP3/IMAP(Receive), Test SMTP(Send) icons, to test if the configuration is correct.

  1. Click Save.
    Your POP3 account is now added to Cloudfon Contact Center. The added account appears in the email account list.

Note:The steps to add an IMAP are the same as POP3.

  1. If you want office 365，Click Office 365,

then, Click Yes.

  1. If you want Gmail，Click Gmail,

then select google account.

  1. Enable your account.

Note: The sending limits, such as the number of emails sent per day and the number of recipients per email, are subjected to your SMTP server.

And to use office365 mail, you need to add the office365 mail to an administrator email.

Cloudfon CX Inbox supports multiple email accounts. When you respond to tickets, the Default email account is used as the from email address.

  1. Log in to your Cloudfon Contact Center Control Panel.

  2. From the left navigation menu, go to Inbox > Channels > Email.

  3. Select an email account from the drop-down list Default email account and then click Set as Default.

“Remove “Powered By CloudFON“ in emails“, CloudFON is set in Super Administrator page.

  1. Turn on Remove "Powered By CloudFON" in emails, if needed. After enabled, text "Powered By CloudFON" will not displayed in the email reply.

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