Published at: 2026-09-17
Email channel access
Scenario
Connect the enterprise external service mailbox to Online Customer Service and allocate email sessions according to rules.
Before you begin
The customer service email account, password or authorization code, and necessary server configuration parameters have been prepared.
Configuration steps
Service effect after access
After the email channel is connected, the enterprise can connect the external service mailbox to the online customer service system. Customers still send questions via email, and support agents can view, assign, reply and follow up on emails in the unified customer service workbench.
The link after access can be understood as: the customer sends an email -> the email enters the customer service mailbox -> the system synchronizes the email and generates a conversation -> is assigned to the customer service or customer service group according to the rules -> the customer service replies on the workbench -> the customer receives the reply in the original mailbox.
In other words, the customer side still uses email to communicate, but the customer service side does not need to frequently Login E-mail the web page, but is handled uniformly on the customer service workbench.
Step 1: Add a new customer service email account
Enter Online Customer Service Setup → Email channel
Click to add an email account:
Click to create a new system mailbox:
Fill in the system email name. Please select “Customer Service Email” for the email purpose.
Most emails only require filling in the email account and password/authorization code to complete smart binding. A few mailboxes need to enter Advanced Configuration and manually fill in the incoming server, outgoing server, port and encryption method.
Step 2: Configure email session allocation rules
Administrators can complete the flow of information between support agents after receiving user emails through the following simple steps. The key capabilities are as follows:
-A single email distribution rule can flexibly select the applicable customer service email account (one or more) to cope with the complex ability to provide customer service under Business Scenario;
- A single email distribution rule can flexibly select the applicable customer service group (one or more), and the mapping relationship configuration between the email account and the corresponding customer service group can be completed through a simple selection operation;
-Supports setting access conditions for customer mailboxes. The system can automatically assign session information to different mailboxes and Service Personnel for processing according to different categories of mail customers;
-Support rich session allocation Rule Type:
-Load distribution: Prioritize allocating to support agents with the fewest number of sessions;
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Circular allocation: all support agents included in the selected customer service group will be allocated in turn in order;
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Idle rate allocation: priority will be given to the support agents with the fewest number of sessions that day;
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Assigned by customer responsible person: emails sent by users can be directed to the person in charge of the corresponding customer service; the prerequisite is that the person in charge needs to be in the customer service group;
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Assigned by contact person in charge: emails sent by users can be pushed to the person in charge of the corresponding contact; the prerequisite is that the person in charge needs to be in the customer service group;
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In the allocation mode of non- Designated Account \contact person in charge, support the priority allocation of the last customer service to ensure a high level of user experience.
Note: The above configuration needs to be completed before the customer service email will be displayed on the customer service workbench.
Expected Result
- Send a test email to the configured customer service email.
- Confirm the email to generate the corresponding session in the Customer Service Workbench.
- Reply to the test email to confirm that the sender can receive the reply.
FAQ and troubleshooting
- When the mail is not accessed, check the mailbox authorization, sending and receiving services, and distribution rules.
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When the email does not generate Sales Records, check the Sales Records generation rules and applicable conditions. ## Related topics
- Customer service workbench
- support agent management
- What to do if the email conversation cannot be accessed