Configuring the Outlook and Gmail integration as a service provider gives you control to adjust email settings, response times, and task assignments as needed.

Use this guide to learn how to configure the Outlook and/or Gmail integrations as a service provider.

Note: To configure the Outlook and Gmail integration as a service provider, the end-user admin must first authorize the integration for Outlook and/or Gmail.

1. Click Settings.
2. Select the mobile icon.
3. Click the edit icon on the applicable integration.
4. Click the desired email from the list.



5. Modify the following configurations as desired.
1. Send label: When configured, the information entered in the field is always used as the sender name (label), regardless of who sent the email.
2. Skill: Select the applicable skill for this email address.
3. Due within: The amount of time before the application marks an incoming email with no response as overdue.
4. Send due within: The amount of time before the system marks a task without a response from the customer as overdue.
5. State: Shows when the email was last checked and displays information about whether there are any issues fetching emails.
6. Automatically offer tasks assigned to unavailable users: When enabled, conversations assigned to offline or on-break users are automatically offered to other available users.
7. Automatically assign tasks to users who responded to them: If enabled, when a user replies to an email conversation, the task is automatically assigned to them.
8. Mark multiple active conversations owned by a single contact: If enabled, tasks from multiple active conversations with the same customer are marked with the selected skill.
9. Email numbering: Assigns incoming emails a tracking identifier similar to a ticketing system.
1. Text: Letter assignment, e.g., CS.
2. Number length: The number of digits assigned after the text; 3 would indicate there are three digits after the text, e.g., CS-001.
10. Add Contact skills: If enabled, the customer’s assigned skills are automatically applied to their email task.
6. When all desired changes are complete, click Verify.