Introduction
System accounts are intended to define technical mail accounts and additionally to be able to configure them separately by tenant. Technical mail accounts are needed, for example, to send external queries to contacts outside the company or outside the iAGENT system or to receive their replies.
Clicking the New button opens the editing dialog.
General
- The type is used to set which type of system account is to be created here. The following can be selected:
- Reply account: This type is used when the system account to be created is the account used to send replies from external forwards to the customer. The process of handling an external forwarding without completion is as follows:
- An agent forwards a mail via external forwarding without completion to an external contact (outside the iAGENT system).
- When the external ontact answers the mail, they are offered the reply address in the reply (should not be changed)
- The reply enters the iAGENT system via the reply address, is analyzed and recognized there and automatically forwarded directly to the end customer. This has the decisive advantage that the response of the external agent can be found in the iAGENT system, even though the agent responded directly to the customer. The agent can also use the 2nd-level folder to monitor whether the external contact has already replied and, if necessary, send them a reminder.
- 2nd-Level-Reply: The type 2nd-Level-Reply is used when an agent sends a query as mail to an external contact (outside the iAGENT system) and the external contact responds. Then their answer is sent to this system account and forwarded to the agent as a reply. The external agent’s reply is also automatically saved as a note to the original request to which the query referred.
- Reply account: This type is used when the system account to be created is the account used to send replies from external forwards to the customer. The process of handling an external forwarding without completion is as follows:
- The name is free
- The email address is the address that will then be the reply or 2nd level reply address
- The channel is email by default and cannot be changed. However, it would be conceivable that apps bring along further channels of the type email, which can then be selected here
- The Protocol with which the mails are fetched from the mail server is usually POP3 or IMAP, but there may be others depending on the installed apps.
- Weighting specifies the maximum number of messages fetched from this account in one step within a fetch cycle that runs across all system and inbox accounts. Default is 3 from each account.
- Tenant specifies the tenant to which this system account explicitly applies. This setting is not visible for the first two main accounts because they are general and thus apply to all tenants unless they have defined their own additional system accounts.
Individual settings
My Settings can usually be ignored. Some apps store the information they need here.
POP3
Depending on the selected protocol, a tab with the protocol name appears. The required information relating to the protocol is entered on it.