To connect your inbox to CustomerSuccessBox, your email server must support IMAP (Internet Message Access Protocol) and SMTP (Simple Mail Transfer Protocol). Below you'll find the requirements for connecting your inbox using IMAP.
This article has technical resources and definitions meant for your IT team or your email administrator. If your email server is not currently set up for IMAP, please work with your IT administrator to make sure your inbox is configured correctly.
Please note: If you are using inbox that is hosted with Gmail or Office 365, we have different inbox connect options available for that. In that case, connect using Gmail or Outlook/Office 365.
When you connect your inbox to CustomerSuccessBox and send emails, CustomerSuccessBox connects with your email server over TLS (Transport Layer Security). To access the inbox and submit mail, IMAP and SMTP are used, respectively. Both ports running these protocols must be open to traffic, or you may whitelist the IPs making these connections.
CustomerSuccessBox will make up to four concurrent connections when you have an inbox connected with IMAP. When your inbox is connected, there are at least two permanent concurrent connections so CustomerSuccessBox can sync emails from the inbox and from the sent folder. There are two temporary concurrent connections that occur when you send an email through a connected inbox.
The port that CustomerSuccessBox connects to must support encryption. CustomerSuccessBox supports TLSv1.0, TLSv1.1, TLSv1.2, SSLv3 or STARTTLS. Upgrade to TLSv1.0, TLSv1.1, TLSv1.2, SSLv3 on all ports.
TLSv2 is not supported.
CustomerSuccessBox does not support an inbox connection if your server uses Courier-IMAP as the IMAP software. This is because CustomerSuccessBox is not able to log email replies to the platform when replies are sent to an inbox using Courier-IMAP software.
Your email configuration can affect your ability to connect your inbox via IMAP:
- IMAP must be enabled in order to sync mail.
- Configuration settings like email, password, username, incoming mail server, outgoing mail server must be provided.
- Email server should allow login through third party apps
- CustomerSuccessBox does not support a connection with ActiveSync
In the case your SSL certificates are not signed by a Certificate Authority, there is an option to allow a non-secure certificate when initiating the connection. You'll need the appropriate username and password to access your server as well as the IMAP and SMTP server names.
Your IT team might only allow certain IP addresses to connect with your inbox. If this is the case, your IT team will need to whitelist the IP addresses CustomerSuccessBox uses to connect your inbox.
If you're trying to connect your inbox via generic IMAP and continually receive UNAUTHORIZED errors, it’s likely there is a firewall or another security filter blocking CustomerSuccessBox from connecting to the mail server. To resolve this, you must whitelist the CustomerSuccessBox IPs making the SMTP/IMAP connection.
Because authentication methods, security settings, and available protocols can differ from one email server to another, it may be necessary to work with your IT team to confirm that your email server meets the above requirements. If you experience any difficulty during the IMAP connection process, work with your IT team or administrator when you open a ticket with CustomerSuccessBox Support, as your IT department can provide specific information needed to troubleshoot that CustomerSuccessBox does not have access to.
In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,