Add an Email channel
An Email channel connects a Microsoft 365 mailbox to an agent. The agent receives inbound mail with its attachments and thread context, and replies or sends new mail depending on the channel mode.
Unlike other channel types, an Email channel is created by authorizing a mailbox rather than filling out a form. You sign in with Microsoft and consent to the access.
Before you start
Your deployment needs a configured Microsoft 365 app. If none exists, Creatio AI Studio reports "No Microsoft 365 app is configured. Ask an administrator to set one up." and the connection cannot proceed.
You also need access to the mailbox you intend to connect, because you authorize it as its owner.
Connect the mailbox
- Go to the Channels section in the navigation panel.
- Click New. This opens the "Select Channel Type" dialog.
- Select the Email card. This opens the "Connect your email" step.
- Click Sign in with Microsoft. Use a work or school account.
- Approve the access in the Microsoft sign-in window.
As a result, Creatio AI Studio connects the mailbox, creates the channel, and opens it with the status "Inbound: Listening." A mailbox belongs to only one channel: if it is already connected elsewhere, Creatio AI Studio names the existing channel and refuses the connection, so use that channel or disconnect the mailbox from it first.
Set the channel mode
The mode decides which directions the channel handles.
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Open the channel from the Channels list.
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Go to the Overview tab and find the Routing block.
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Select the mode in the Channel mode field.
Mode
Behavior
Receive & send
Receives customer email and the agent replies. Set out of the box, and the core support case.
Receive only
An intake or processing mailbox. The agent receives and processes inbound mail but sends no reply from this channel.
Send only
A notification-only mailbox, such as
noreply@. The agent sends; nothing is received. -
Select the agent in the Agent Binding field of the Inbound block. This is the agent that answers mail arriving in the mailbox. Type part of the agent's name to find it.
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Select the environment in the Inbound block. The field appears once an agent is bound.
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Allow the agents that may send from this mailbox in the Outbound senders block. It starts empty, reporting "No agents can send from this mailbox yet." Click Allow another agent for each one, and type part of the agent's name to find it.
As a result, the channel handles mail in the selected directions. A send-only channel needs no inbound subscription, so Creatio AI Studio does not provision one.
Outbound recipients is set to "Off (no sending)" out of the box, so a freshly connected mailbox sends nothing on the agent's initiative. Replies to mail the channel received still work. Open the setting up before you expect the agent to start a conversation by email.
Troubleshoot the connection
Message | What to do |
|---|---|
Microsoft sign-in was cancelled or consent was declined | Retry and sign in as the mailbox owner, approving the access. |
Your Microsoft 365 tenant requires an administrator to approve this app | Ask a Microsoft 365 or Azure AD administrator to grant admin consent, then retry. |
The inbound listener subscription couldn't be provisioned | The exchange-listener service is not in the platform's allowed-hosts list. The channel can still send email. Ask your platform operator to allow the host, then choose Recreate subscription. |
The Microsoft 365 connection profile isn't available on this deployment | A platform configuration issue that cannot be fixed from this page. Contact your platform operator. |
The OAuth redirect address doesn't match the app registration | Contact your platform operator. The app-registration redirect URI must match this deployment's control-plane URL. |