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Email Channel

Last updated on Feb 25, 2026

Overview

The Email channel enables your organization to manage inbound and outbound support email directly within Support Portal. Incoming messages create conversations that Agents can triage, assign, and resolve through the standard Dashboard interface. Support Portal supports three email ingestion methods — forwarding, IMAP polling, and Microsoft OAuth — along with SMTP for outbound delivery.

Prerequisites

  • A dedicated support email address (e.g., [email protected]).
  • Access to the email provider's settings for configuring forwarding rules, IMAP, or SMTP.
  • For Gmail: IMAP access enabled in Gmail settings and, if two-factor authentication is active, an App Password generated for Support Portal.
  • For Microsoft/Outlook: OAuth credentials for the Microsoft account.
  • An active Support Portal account with permission to create Inboxes (see Adding Inboxes).

Configuration Steps

1. Initiate Inbox Creation

Navigate to Settings > Inboxes and select Add Inbox.

2. Select the Email Channel Type

From the channel selection interface, select the Email icon.

3. Provide Channel Details

Provide the required parameters:

Parameter Description
Channel Name A descriptive label for this Inbox (e.g., "Customer Support Email").
Email Address The support email address customers will write to.

Microsoft users: If your organization uses Outlook or Microsoft 365 email, select the Microsoft provider option and follow the OAuth flow described in the Microsoft Email section below.

Select Create Email Channel to proceed.

4. Assign Agents

Add one or more Agents to the Inbox.

Email Ingestion Methods

After Inbox creation, navigate to Settings > Inboxes > [Email Inbox] > Configuration to configure how Support Portal receives email.

Method A: Email Forwarding

This is the simplest ingestion method. Support Portal provides a forwarding address that you configure as a forwarding target in your email provider.

  1. Copy the Forward to email address displayed in the Configuration tab.
  2. In your email provider's settings, add this address as a forwarding destination.
  3. Complete any verification steps required by your provider (e.g., confirming a verification code).
  4. Enable forwarding for all incoming messages or configure selective forwarding rules.

Gmail Forwarding Setup

  1. Open Gmail Settings (gear icon) and select See all settings.
  2. Navigate to the Forwarding and POP/IMAP tab.
  3. Select Add a forwarding address and provide the address from Support Portal.
  4. Confirm the forwarding address using the verification code delivered to the Support Portal Inbox.
  5. Select Forward a copy of incoming mail and configure the desired handling for the original message.

Method B: IMAP Configuration

IMAP polling allows Support Portal to directly retrieve messages from your email server at regular intervals.

  1. Navigate to Settings > Inboxes > [Email Inbox] > Configuration.
  2. Enable the IMAP configuration option.
  3. Provide the required parameters:
Parameter Description
Address IMAP server hostname (e.g., imap.gmail.com).
Port IMAP port (typically 993 for SSL).
Email The email account username.
Password The account password or App Password.

Gmail IMAP Notes

  • IMAP must be explicitly enabled in Gmail: Gmail Settings > Forwarding and POP/IMAP > Enable IMAP.
  • For accounts with two-factor authentication, generate an App Password: Google Account > Security > App Passwords. Select "Mail" as the app, generate the password, and use it in the IMAP configuration.

Method C: SMTP Configuration

SMTP configuration enables Support Portal to send outbound replies from your email address.

  1. Navigate to Settings > Inboxes > [Email Inbox] > Configuration.
  2. Enable the SMTP configuration option.
  3. Provide the required parameters:
Parameter Description
Address SMTP server hostname (e.g., smtp.gmail.com).
Port SMTP port (typically 587 for TLS).
Email The email account username.
Password The account password or App Password.
Domain The email domain for HELO/EHLO identification.

Microsoft Email Configuration

Support Portal supports Microsoft OAuth for Outlook and Microsoft 365 email accounts, eliminating the need for manual IMAP/SMTP credential configuration.

  1. During Inbox creation, select the Microsoft provider icon.
  2. Provide your Outlook or Microsoft 365 email address.
  3. Complete the Microsoft OAuth authentication flow, including granting Support Portal permission to read and send email on behalf of the account.
  4. Assign Agents to the Inbox.

IMAP and SMTP settings are configured automatically through the OAuth grant. Do not modify the default IMAP/SMTP values unless directed by your administrator.

Token renewal: If the Microsoft OAuth access token expires, re-authorize the account by navigating to Settings > Inboxes > [Email Inbox] > Configuration and initiating the reauthorization flow.

SPF, DKIM, and Email Authentication

To ensure reliable outbound delivery and prevent spoofing, configure the following DNS records for your email domain:

  • SPF (Sender Policy Framework): Add an SPF record authorizing the SMTP server used by Support Portal to send on behalf of your domain.
  • DKIM (DomainKeys Identified Mail): If your email provider supports DKIM signing, ensure the appropriate public key is published as a DNS TXT record.
  • DMARC: Consider publishing a DMARC policy to instruct receiving servers how to handle messages that fail SPF or DKIM validation.

Failure to configure these records may result in outbound messages being classified as spam or rejected by the recipient's mail server.

Expected Behavior

Once configuration is complete:

  • Inbound emails to the configured address create new conversations in the Support Portal Dashboard.
  • Agent replies sent through Support Portal are delivered to the customer's email address via the configured SMTP provider or Microsoft OAuth grant.
  • Email threads are grouped by conversation, maintaining full correspondence history.

Governance Notes

  • Third-party data flow: Email content is transmitted between your email provider's servers and Support Portal. For IMAP/SMTP configurations, credentials are stored within your Support Portal instance.
  • Microsoft OAuth: When using Microsoft OAuth, Support Portal accesses email through Microsoft Graph API. Review Microsoft's data processing terms for compliance with your organization's policies.
  • Credential security: For IMAP/SMTP configurations, use App Passwords or service-specific tokens rather than primary account passwords. Rotate credentials periodically according to your organization's security policy.
  • Data retention: Email messages stored within Support Portal are subject to your instance's data retention policies. Coordinate with your email provider's retention settings to maintain consistent records.