New POP Mailbox

Default Queue

The default queue for this mailbox. If a message is received from this mailbox and is not routed or no answered by rules the post incoming message rules will route the message to the specified mailbox

Force Routing to Default Queue

If this checkbox is enabled for the message the rule attribute for force routing to default queue can detect this and simply select stop processing the message which means it will not go through other rules and then be routed by the post incoming message rules to the default queue.

Name

The "friendly name" KANA Response assigns to the mailbox it uses as the sender.

E-mail address

Displays the e-mail address for the account. You cannot edit this information here.

POP server

Indicates the name of your POP server. A typical format would be mail.companyname.com.

POP port

Indicates the port number for your POP server. The standard number is 110.

POP server timeout

Indicates the amount of time that should elapse during an attempt to connect to the POP server before KANA Response stops trying to connect

POP user

Indicates the user name of the POP account to which you are connecting KANA Response

POP password

Indicates the password for the POP account to which you are connecting KANA Response

SMTP server

Indicates the SMTP server to associate with this POP mailbox so that you can vary the address from which you reply to messages

SMTP port

Indicates the port number for the SMTP server specified in the preceding field. The standard number is 25. If you do not specify an SMTP server, then you need not specify a port.

Use SMTP TLS

Indicates the Response server will use TLS encrypted  communication channel while sending the email.

Use SMTP Auth

Indicates the Response server will use ESMTP to validate the user before actually sending the email.

Here are some important points:

• The secure SMTP option is available to all outgoing SMTP servers only if SSL is turned on in the config.xml file.

• To use a secure socket,  you must check this option. Once checked, the next three required options become available.

Use SMTP Auth is selected, the following two options appear:

SMTP User

The authenticated SMTP user name.

SMTP Password:

The password for the SMTP user.

Secure SMTP (SSL):

Indicates the server uses a secure connection (SSL) for both outgoing mail (SMTP) and incoming mail.

Use default water mark settings

Low watermark

Alert email to

Maximum message size

Indicates the maximum size in bytes for an incoming message, including attachments. KANA Response truncates incoming messages that exceed this size.

Active

Indicates whether KANA Response will download mail from this mailbox. Select this option to activate the mailbox and start downloading mail.

Authentication Type

Indicates the type of POP server on which this mailbox has been created. The following choices appear:

• POP, which uses Standard unencrypted authentication

• Exchange, which uses Windows NT LAN Manager (NTLM) authentication

• Secure POP, which encrypts the entire session, such as the user name, password and message body. Secure POP uses an SSL Certificate for secure authentication.

• APOP, which uses a secure authentication supported by some POP servers. Confirm with your mail administrator that your POP server supports this type.

• IMAP, which uses Standard unencrypted authentication

• Secure IMAP, which encrypts the entire session, such as the user name, password and message body. Secure IMAP uses an SSL Certificate for secure authentication.

• Microsoft 365 IMAP, which uses OAuth 2.0 authentication customized for IMAP server of Microsoft 365.

• Microsoft 365 POP3, which uses OAuth 2.0 authentication customized for POP server of Microsoft 365.

• Google IMAP, which uses OAuth 2.0 authentication customized for IMAP server of Google.

• Google POP3, which uses OAuth 2.0 authentication customized for POP server of Google.

Use OAuth2 SMTP

Indicates the Response server will use OAuth2 SMTP to validate the user before actually sending the email.

Here are some important points:

• The OAuth2 SMTP option is only available to Microsoft 365 and Google Workspace mailboxes .

• To use OAuth2 authentication on SMTP connection,  you must check this option.

Authorization Url:

The Authorization Server to obtain an authorization grant of the account for OAuth 2.0 authentication.

Token Url:

The Token Server to exchange the authorization grant with access token for OAuth 2.0 authentication.

Client (Application) ID:

The username to identify the client or application of authorization server for OAuth 2.0 authentication.

Client Secret:

The password to identify the client of authorization server for OAuth 2.0 authentication.

Service Account Key:

The service account configuration to access Google services with OAuth 2.0 authentication.

Departments

Filters mailboxes based on departments.

By default the mailbox is assigned the root department. This option increases security by limiting Agent access to departments. Agents can only select mailboxes for the departments to which they are assigned in  the “From” address for replies or originating email.

Trusted

Indicates messages are received by Response through a trusted channel

Outbound attachments allowed

Indicates whether attachments are allowed on outbound messages

Attachments can only be allowed on outbound messages through a trusted channel.

Default outbound character set

Indicates the default character set to use for outbound messages originating in KANA Response

Character set for replies

Indicates how to choose a character set for replies to customer e-mails:

Let KANA Response choose: KANA Response determines the best selection.

Use the incoming message character set: The reply uses the same character set as the original message.

Use the default outgoing character set: The reply uses the character set defined by the Default outbound character set field.

Handling replies containing the euro

Indicates how to handle the euro symbol if the character set cannot handle it.  

Send reply in Latin-9: The reply uses the Latin-9 character set, which can handle the euro symbol.

Send reply in Unicode: The reply uses the Unicode character set, which can handle the euro symbol.

Replace euro with EUR: KANA Response replaces instances of the euro symbol with the abbreviation "EUR".

Do not treat the euro specially: KANA Response ignores any issues related to the euro symbol.