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AurionAI

Connect an email mailbox

8 min readBy Emmanuel Yazbeck

Connect your support mailboxes so that customer emails arrive in the unified inbox and your team can reply by email. On the Email page you add mailboxes, choose the primary mailbox, verify your email domain and decide which senders AurionAI accepts.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile. In the AI Voice profile, the page is not available.
  • For a Microsoft 365 mailbox: an account that can sign in to that mailbox.
  • For a custom mailbox: the IMAP and SMTP server names, ports, user name and password from your email provider.
  • To send email from your own domain: access to the DNS settings of that domain.

Open the email page

  1. In the sidebar, select Configuration.
  2. Open the System category.
  3. Select Email.

The Email Configuration page has three cards: Mailboxes, Global Email Settings and Domain Verification.

The Email Configuration page with the Mailboxes card.

The Email Channels card of the Tenant Settings page opens this same page.

Choose how email reaches AurionAI

When you add a mailbox, the Provider list offers three ways:

  • Forwarding to AurionAI: AurionAI gives you a unique forwarding address. You forward the email of your support address to it at your email provider.
  • Microsoft 365: you sign in to the mailbox with Microsoft. AurionAI reads and sends email with that authorization. You do not give AurionAI a password.
  • Custom SMTP/IMAP: AurionAI reads the mailbox over IMAP and sends over SMTP with the user name and password that you enter.

The list does not offer Google Workspace. For a Google Workspace mailbox, use forwarding or the custom IMAP and SMTP settings.

Add a forwarding mailbox

  1. In the Mailboxes card, select Add Mailbox.
  2. In Provider, keep Forwarding to AurionAI.
  3. In Email Address, enter your support address, for example support@northwind.example.
  4. Optional: in Display Name, enter the sender name that customers see.
  5. Optional: set the other fields. See Mailbox options.
  6. Select Add Mailbox.
  7. In the list, the new mailbox shows its forwarding address next to an arrow. Select Edit to copy it from the Forwarding Address field.
  8. At your email provider, forward all email of your support address to this forwarding address.

To reply from your own domain, AurionAI must be allowed to send email for it. Verify your domain first. See Verify your email domain.

The Add Mailbox dialog.

Connect a Microsoft 365 mailbox

  1. In the Mailboxes card, select Add Mailbox.
  2. In Provider, select Microsoft 365.
  3. Select the button that authorizes Microsoft 365. A sign-in window opens.
  4. In the window, sign in to the mailbox and accept the access request.
  5. Back on the page, the Confirm connected mailbox dialog shows the address that was connected. Check it.
  6. Select Yes, keep it. If it is the wrong mailbox, select No, remove it. AurionAI then removes it.

The mailbox shows the status Connected. Your browser must allow pop-up windows for AurionAI. If the form says that Microsoft 365 sign-in is temporarily unavailable, try again later or contact AurionAI support. Read Get help.

Connect a mailbox with IMAP and SMTP

  1. In the Mailboxes card, select Add Mailbox.
  2. In Provider, select Custom SMTP/IMAP.
  3. Enter the Email Address and, optionally, the Display Name.
  4. Under Server Credentials, enter the Username and the Password.
  5. Under IMAP (Incoming), enter the Host and the Port of the incoming server.
  6. Under SMTP (Outgoing), enter the Host and the Port of the outgoing server.
  7. Keep encryption on. The form warns you when SMTP encryption is off.
  8. Select Add Mailbox.
  9. In the mailbox row, select Test.

The test shows Connection test passed. or Connection test failed. with the IMAP or SMTP error.

When you edit this mailbox later, the saved server settings are hidden. Select Change credentials to enter new ones.

Mailbox options

These fields are in the add and edit dialog:

  • Email System: Incoming + Outgoing receives and sends. Outgoing Only only sends.
  • BCC Addresses: Comma-separated email addresses.
  • Delete emails after fetching: for Microsoft 365 and custom mailboxes only.
  • Assigned Team: the team that new conversations from this mailbox are routed to. Teams are set up on the Teams page. Read Teams.
  • Email Signature: the signature that AurionAI adds to the emails sent from this mailbox.

Set the primary mailbox

The primary mailbox is the default sender. AurionAI uses it when an email is not tied to another mailbox.

  1. In the mailbox row, select Set Primary.

The mailbox now shows Primary. A forwarding mailbox on your own domain can become primary only when the domain is ready to send. Until then, Set Primary is inactive. The row shows this message: Outbound locked — verify ownership, DKIM and DMARC below.

Verify your email domain

AurionAI sends email as your own domain. Receiving servers trust that only when your DNS says so.

  1. In the Domain Verification card, enter your domain, for example northwind.example.
  2. Select Add Domain. AurionAI creates the DNS records for the domain.
  3. At your DNS provider, publish each record with its Record Name and Expected Value.
  4. Back on the page, select Check for each record.

Three records are Required: the ownership record, DKIM and DMARC. SPF is Recommended. When the three required records are verified, the domain shows All verified. Until ownership, DKIM and DMARC are verified, AurionAI does not send email from your domain. DNS changes can take some time to reach the whole internet. If a check fails just after you publish a record, try again later.

Allow and block senders

  1. Go to the Global Email Settings card.
  2. In Blocked Addresses, enter the email addresses that AurionAI must ignore, separated by commas.
  3. In Allowed Addresses, enter the email addresses that may write to you, separated by commas. Leave it empty to accept all senders.
  4. Select Save Settings.
  • When Allowed Addresses has entries, AurionAI rejects every other sender. Add the addresses of your external vendors too, or their replies are rejected.
  • Blocked Addresses applies only while Spam detection is on. Spam detection is on by default.
  • If a saved entry cannot be read, the card shows a warning below the field and lists the entry. Fix or clear it and save. An unreadable entry can make AurionAI reject every inbound email.

The card also has switches for the sender name, Reply-To, forwarded email, outbound email and email commands, and a Global BCC Addresses field.

Rejected inbound email

When AurionAI rejects emails sent to a mailbox, the mailbox row shows the number of rejected inbound emails. Below the number, a list shows how many emails each cause rejected. The causes are:

  • The allowed-addresses list cannot be read, so every sender was rejected.
  • The blocked-addresses list cannot be read, so every sender was rejected.
  • The address is also used by another account, so the message was refused. Verify the ownership of your domain to receive it.
  • The sender is not on the allowed-addresses list.
  • The sender is on the blocked-addresses list.
  • The sender authentication (SPF or DKIM) failed.
  • The mail server marked the email as spam.

The first three causes mean that no email arrives at all. Fix them first.

Disconnect, reconnect or delete a mailbox

  • Disconnect: AurionAI removes the stored credentials and stops processing the mailbox. If it is the primary mailbox, email processing stops until another mailbox is primary or this one is reconnected.
  • Reconnect: for a disconnected custom mailbox. Enter the password again. AurionAI keeps the saved server settings.
  • For a Microsoft 365 mailbox, select Edit. If the mailbox is still connected, select Reconnect. If the dialog says Authorization expired or revoked., select the button that authorizes Microsoft 365. Then sign in again.
  • Delete: removes the mailbox and its credentials. This cannot be undone. The primary mailbox can be deleted only when it is disconnected.

Result

A connected mailbox shows Connected or Active in the Status column. New customer emails to it arrive in the unified inbox. A change to the allowed or blocked addresses applies to the emails that arrive after you save.

If something goes wrong

  • Popup was blocked. Please allow popups for this site and try again. Allow pop-up windows for AurionAI in your browser and try again.
  • OAuth authorization failed The Microsoft sign-in did not finish. Try again with an account that can open the mailbox.
  • Connection test failed. Check the host names, ports, user name and password. The message names the server, IMAP or SMTP, that failed.
  • Disconnected or Error The mailbox stopped working, for example because the password changed or the Microsoft authorization was revoked. Reconnect it. See Disconnect, reconnect or delete a mailbox.
  • Domain not send-ready The domain of the mailbox is not ready to send. Verify the ownership, DKIM and DMARC records. See Verify your email domain.
  • No email arrives. Look at the rejected inbound emails in the mailbox row. See Rejected inbound email. For a forwarding mailbox, check the forwarding rule at your email provider.
  • Failed to load email channels Reload the page.

Still stuck? Submit a request or .