CCaaS does not function as an email service provider — it authenticates with an existing email service to monitor specific addresses and route inbound emails to the contact center for agent handling. Once authenticated, emails received at monitored addresses are distributed to skill queues and handled through the agent interface.

Multiple email addresses can be added. Each address can have independent routing rules configured to target different skills — a unique email address per skill is not required but is supported.

Accessing Email Account

Email Account is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Admin (System) > Email Account
2. Monitored email accounts can be viewed and managed from this page

Adding an Email Account

1. Select + in the top-right corner to add a new monitored address

2. Select the email account type — Microsoft Outlook or Google Gmail

   

3. An authentication modal from the selected provider will appear — enter the email address and password for the account to be monitored

4. Accept all requested access levels when prompted. Only permissions required for email channel functionality are requested

5. Once authorized, the email address appears in the monitored address list

Provider-Specific Notes

Each supported provider has its own IMAP configuration path, and Microsoft Outlook has an additional consent workflow some environments require.

Microsoft Outlook

Covers the Secondary Approval flow some Microsoft environments require before a monitored address can finish authenticating.

Google Gmail

Covers IMAP setup for Gmail accounts and confirms no equivalent administrator-consent step currently applies.