Adding an Email Message Gateway

There are two ways to add a new email gateway:

Add the Gateway

  1. In Studio, go to Message Gateway configuration. You see a list of universes. Each universe has an Edit Message Gateway button.

    Note: The list of universes is restricted by your Studio user ID and role. This means you can only see the universes that you have been assigned to.

  2. Choose Edit Message Gateway for your preferred universe. You see the message gateways index page, listing all the existing gateways in this universe.
  3. From the toolbar, add Add a new gateway. You see the Message Gateway settings page.

User interface showing form fields with labels and buttons.

The settings are organized into two sections: General Settings and Universe Settings. Follow the steps below to get started with editing the General Settings.

Edit the General Settings

  1. In Description (Required), enter a brief description that will let you easily identify the email gateway; for example, Customer Services.
  2. From Type of message gateway, select Email. You see additional options.
  3. For Enable reporting, choose Yes if you use dashboards to report on email activity.
  4. In Email account, enter the email address that this gateway should connect to in order to receive and send emails inSyntelate XA. For example,
  5. Exchange server is only required for gateways to a Microsoft Exchange mailbox. In this field, enter the full, absolute path to your Exchange server.
    • For Exchange mailboxes, you also need to enter your mailbox password:
      1. Click SET PASSWORD. The Change Password dialog box appears.
      2. Enter your password in the New Password and Confirm Password boxes.
      3. Click CONFIRM.
  6. Destination is only required for gateways to Microsoft Office 365 or other email services. For a Microsoft Office 365 mailbox, the destination should be entered as Office365. (In sentence case and without spaces.)

    Tip: Destination is space and case sensitive.

  7. (Optional) In the Path to attachments box, type the path in your file system where customer email attachments should be saved. Leave it blank if you want to disable attachments.

  8. Access token is only required for gateways to Office 365. Enter the application client ID for your Microsoft Graph API.

  9. Access token secret is only required for gateways to Office 365. Enter the authorization code for your Microsoft Graph API.

  10. Consumer key is only required for gateways to Office 365. Enter the tenant ID for your Microsoft Graph API.

  11. Consumer secret is only required for Office 365 gateways. Enter the consumer secret for your Microsoft Graph API.

  12. (Optional) Completion link HTML is a feature that lets you use HTML to provide an email completion button instead of the Syntelate XA completion button. Enter the HTML code.

  13. In Maximum file size for attachments, enter a file size limit in KB format, for example, 1024.

    Tip: 1024 KB is 1 MB.

  14. In No email before this date, enter a date in YYYY-MM-DD format (ISO 8601). Only emails that were received on or after the date specified here will be retrieved from the email account's inbox. If you don’t specify a date, then all emails will be retrieved.
  15. Check Data URL lets you call an API to retrieve customer email details. Enter the full URL you want to call.
  16. In Check Data Request JSON, enter the JSON key value pairs that you want to pass to the Check Data URL.
  17. If you select Route records to the same agent?, when a customer sends a message, they will deal with the same agent who handled their previous message.
  18. Use Route to last agent window when you choose Route records to the same agent so that Syntelate XA knows which emails will be eligible for routing to the same agent. Enter the number of minutes as a whole number, for example, 30. New messages will be considered for routing to the same agent only if the new message is received by Syntelate XA within the window of time you specify here.
  19. For Store plain text?, choose Yes if you want Syntelate XA to store a copy of the email transcripts in plain text format. Use this only if you need to export email transcripts from Syntelate XA to import them into an external application.

Next, edit the Universe Settings.

Edit the Universe Settings

  1. From Universe, select the universe that this gateway should be added to.
  2. From Agent group, select the agent group that will reply to emails sent to this mailbox.

    Note:  In Syntelate XA there is a one-to-one relationship between mailboxes and agent groups. This means there can be only one agent group per mailbox. Therefore, if multiple agent groups are handling email, create one email message gateway for each mailbox, and then make sure each group is assigned to a separate mailbox.

  3. From Customer Table, select the table that contains your customers’ details, particularly their email addresses.
  4. From Customer table: Lookup field, select the field in your customer details table that contains customers’ email addresses.

    Note: When a customer sends an email, Syntelate XA matches against this field in your customer details table. If a match is found, the email is associated with that customer’s record. If a match is not found, Syntelate XA creates a new record in your customer details table.

  5. From Opt Out Field, select the field in your customer details table that flags if the customer has opted out of marketing emails.
  6. From Customer table: Customer ID field, select the field in your customer details table that contains unique customer IDs that Syntelate XA should use to match against the INTERACTION_X table.
  7. From Interaction table: Client table ID, select the field in the INTERACTION_X table that Syntelate XA should match against the Customer ID Field.

  8. Save your settings Save. The page refreshes. It shows you the gateway's settings that you just created. It also shows you some further configuration options.

You are now ready to explore those options. See below for further guidance.

What’s Next?

You’ve now added a basic email gateway, but there’s still more to do! See the following tasks:

Once you’re happy with how your message gateway is configured, you need to set it to active before it can be used. See Making a Message Gateway Active/Dormant.