Connect your channels

Connect email

Turn a support mailbox into inbox conversations with IMAP and SMTP.

An email inbox turns every message sent to a support address into a conversation. Replies from the inbox go out from that same address.

What you need

  • The mailbox's IMAP and SMTP settings from your email provider.
  • For Gmail and Google Workspace: an app password (Google Account → Security → 2-Step Verification → App passwords). Your normal password will not work.
  • For Microsoft 365: IMAP must be enabled for the mailbox by your admin.

Steps

  1. Open the STS Connect Inbox and go to Settings → Inboxes → Add Inbox.
  2. Choose Email, enter a name and the email address, and add agents.
  3. Open the new inbox's settings and go to the Configuration tab.
  4. Enable IMAP: server (for example imap.gmail.com), port 993, SSL on, the address as login, and the password or app password.
  5. Enable SMTP: server (for example smtp.gmail.com), port 587, encryption STARTTLS, the same login and password.
  6. Save. New emails are fetched every minute.

Tips

  • Use a shared address such as support@ or hello@, not a personal mailbox.
  • Emails already in the mailbox are not imported; only new mail from the moment you connect.
  • Attachments and HTML formatting are kept on both directions.

Still stuck?

Email hello@stsconnect.chat with your company name and what you were trying to do. We answer on business days.