**Note** If you have not already, please ensure you complete your Gmail/ClientSuccess domain setup prior to having individual users go through the authentication process.
With the email integration, ClientSuccess will automatically import all email messages sent to, or received from your Contacts in a Client's Record and display them in the Engagement module.
After you have authenticated your email to CS (see below), the sync will pull in emails that are up to 24 hours old, as well as any emails received from the time you authenticate forward. The email will sync to your Engagement module approximately once/hour.
Which email providers does CS support?
- Gmail
- Office 365
- Microsoft Exchange
How to configure
Requirements
To connect an email account, you must:
- Have an email account.
To be imported, the email must:
- Be TO (directly or via CC) or FROM a contact that exists in ClientSuccess within twenty-four hours of the message being sent or received.
- Be TO (directly or via CC) or FROM from you.
- Not be in the drafts, spam, or trash folders.
- Will not sync if Contact/User is only listed in the BCC field.
Whitelisting
By default ClientSuccess syncs all folders; however, you can give us a list of specific folders you'd like to sync. If you have whitelisted folders, only emails in these folders will sync.
Please reach out to support@clientsuccess.com or to your Assigned CSM to make the change.
Warning
Changing your password invalidates your token and breaks the integration. You will need to re-authenticate within twenty-four hours to avoid missing any messages.
Steps to Authenticate - Gmail
Note
Please see ClientSuccess' Google App - Limited Use Disclosure before integrating this application and its permissions.
1. Navigate to the "Email integration" screen (under "My Settings" in the main menu).
2. Click the 'Connect Gmail' button.
3. A new window will open.
4. If you are not signed in, you will need to sign in to your Gmail account. If a Google error pops up stating the app is not authorized, this simply means your G Suite administrator needs to install the ClientSuccess app from the Google App Store into your corporate G Suite. Instructions are found here in the knowledge base article called Gmail/ClientSuccess Domain Setup.
5. Grant ClientSuccess permission to access your account.
6. If you are using an email alias, then you must specifically add that alias to your gmail account settings (for example, if your actual email address is first.last@example.com, but you use the alias first@example.com).
Steps to Authenticate - Office365
***NOTE: If you have a security policy that requires a security token, you can use Office365 to generate a "One Time Password" that will create a token for you to enter as your password, securing your connection. The instructions are found on Microsoft's support site here.
As this article mentions, in order to generate an "app password", you will need to have enabled two-step verification.
Once you have the app password that will be the password you use in step 4 below. Here's what using an app password will look like.
1. Navigate to the "Email integration" screen (under "My Settings" in the main menu).
2. Click the 'Connect Office 365' button (the process is the same as Gmail, but select Office 365).
3. A new window will open.
4. If you are not signed in, you will need to sign in to your Office363 account. If you have a generated "app password", use it as your password here.
5. Grant ClientSuccess permission to access your account.
6. If you are using an email alias, then you must specifically add that alias to your Office365 account settings (for example, if your actual email address is first.last@example.com, but you use the alias first@example.com).
Steps to Authenticate - Microsoft Exchange
1. The only key difference between connecting Gmail/Office 365 and Microsoft Exchange is simply that you will need to know additional details about your Microsoft Exchange setup, in order to complete the integration.
- I.e. Mail Server Hostnames and Ports
Resolving issues
If you have completed the configuration above but are not seeing messages in ClientSuccess, please visit our Troubleshooting page.
Comments
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