Email Inboxes

Omnichannel Integration between Rocket.Chat and email.

As an administrator, you can configure and manage Omnichannel email inboxes or email accounts for the email channels.

You must have the Omnichannel enabled as well as have agents and managers assigned in order to use this feature.

To set up a new email inbox:

• Navigate to Administration > Workspace > Email Inboxes

• Click + New Email Inbox:

Enter the following details:

• Add the Name of the email inbox.

• Specify the Email address.

• Assign it to a Department; (optional).

• Configure SMTP server.

• Toggle switch Connect with SSL/TLS; (optional).

For Outlook accounts, disable the SSL option under SMTP.

• Configure the IMAP server.

• Toggle switch Connect with SSL/TLS for IMAP; (optional).

• Hit Save

Your email inbox is set up, and your agents can receive emails within Rocket.Chat now.

Configure Email Inbox with 2FA

If you have two-factor authentication enabled on your email account, using your regular email password to connect will result in an error. You need to generate an app password instead of the usual password.

To generate your app password, follow these guides:

Sign in with App Passwords - Google Account Help

GMail

Manage app passwords for two-step verification

Outlook

Create and manage third-party app passwordshttps://help.aol.com/

AOL Mail

Generate and manage third-party app passwords | Yahoo Help - SLN15241

Yahoo Mail

Configuration for Office365

To connect an Office365 email to a Rocket.Chat workspace,

• Navigate to Admin Center > Active Users > Click on a user > Mail > Manage Email Apps and enable IMAP.

• Next, go to Azure Active Directory > Properties > Manage Security Defaults. Select No for Enable Security defaults.

• Confirm that 2FA is turned OFF for the email account on office365.

• On your workspace, navigate to Administration > Workspace > Email Inboxes. Click the New Email Inbox button and update the configurations as follow:

  • Toggle ON the Active button.

  • Fill in the Name, Email, Description, Sender Info, and Department.

  • Configure Outgoing Mail (SMTP)

    • Server: smtp.office365.com

    • Port: 587

    • Username: <Your office365 email>

    • Password: <Your office365 password>

    • Connect with SSL: OFF

  • Configure Incoming Mail (IMAP)

    • Server: outlook.office365.com

    • Port: 993

    • Username: <Your office365 email>

    • Password: <Your office365 password>

    • Connect with SSL: ON

• Click Save.