The following are required to work with email:

1. Licences;

2. Email profile;

3. Flow schemas;

4. Queue.

Licenses

An EMAIL license is required to work with email.

The number of licenses equals the number of email profiles.

More information about licenses can be found here.

Email Profile

An Email profile is used for processing inbound and outbound messages via email.
One email address equals one Email profile.

When creating an Email profile, you need to fill in the fields on the General tab. More information can be found in the description of this tab.

The Email profile must be enabled. To achieve this, switch the State switch to the active position on the Email Profiles page.

Flow schemas

When filling out the data on the General tab of the Email profile, it is necessary to specify a pre-created Flow schema. This Flow schema will be executed upon receiving an email at the specified address in the settings. An example of a Flow schema that will route received emails to the Queue for an Agent can be found here. This Flow schema is specified in the Flow schema field.

Examples of Flow schemas for processing received emails can be found on the following pages:

• Form — Send an email;

• Processing and Reply to Email.

To use this Flow schema for processing, it needs to be specified in the Dynamic processing schema field on the Processing tab of the Queue.

This Flow schema allows you to configure various actions for processing an email.

Queue

An Inbound Task Queue is used to process emails by an Agent.

Instructions on how to create a new Queue can be found here.

Details on what to specify on the tabs can be found in their descriptions:

The Queue must be enabled. To achieve this, switch the State switch to the active position on the Queues page.