Mail Sender

Number defined for this partition

Displays the number of mail senders defined for the current partition

Number defined for node <node_name>

Displays the number of mail senders defined for this node. This field appears once for each node.

Start

Click this button to start the Mail Sender (see also Starting and Stopping Mail Senders)

Stop

Click this button to start the Mail Sender (see also Starting and Stopping Mail Senders)

Enable training

Indicates whether you want users to practice routing and sending messages without sending them outside the company. Be sure to clear this option when training is over. Note that when the system is in training mode, you should use staged customers, not real customers. If a message is answered in training mode, it cannot be answered again when you turn off training mode.

Tracking ID

Select this option if you want to include the tracking ID in the subject line of outgoing messages.

Important! If the message is Forward/Track, Collaborate, or has Keep Case Ownership selected, the tracking ID is automatically inserted into the subject of the mail message.

Mail Sender batch size

Indicates the maximum number of messages that the mail sender collects and sends at the same time. If the number of messages waiting to be sent exceeds this limit, then the mail sender waits for the specified sleep time to pass before sending the remaining messages.

Default "From" address

Indicates how to handle the default content of the From field through the following parameters:

Allow users to change default for replies

Indicates whether you want to allow users to select another From address for replies to customers. This is the address that automatically appears in the To field if the customer replies. If you select this option, users can click the From icon in the Outgoing Message window in KANA Mail to select a different From address.

Default for originations

Indicates the email address inserted in the From field of a new outgoing message that originated from within the KANA Response system. Replies from customers are returned to this address.

Allow users to change default for originations

Indicate whether you want to allow users to select another email address for the From field in messages that originate from within KANA Response. If you select this option, users can click the From icon in the Outgoing Message window to select another From address.

The default value becomes the system default value

ALL mailboxes for all departments are listed on the Mail Sender page. What you select for the From address becomes the system default and used by all agents, irrespective of department, as the default From address.

If you, as an administrator, or if an agent sets the From address to an address other than the system default in Preferences setting (via user preferences in the Admin client or the agent’s setting in the Mail client), then the mailboxes filtered by the departments of the user are displayed on this page.

Users cannot select a Mailbox address for a Department to which they do not belong as the From address for their email replies.

SMTP Envelope Sender

Indicates the address being used as the SMTP Envelope Sender for redirected messages.

If this option is selected, the message uses the e-mail address for the mailbox as the SMTP Envelope From. Any bounced messages go to the Response system.

If this option is not selected, the message uses the e-mail address for the original sender as the Envelope From. Any bounced messages go to the original sender.

NOTE: This does not change what is being used in the regular message From field; that value remains the original sender's address regardless of this setting. This option only directs where bounced messages and other automatic messages are sent.

Log e-mail address

Indicates the e-mail address to use for logging e-mail sent by KANA Response. The e-mail address entered in this field  is automatically added to messages as a BCC recipient. Leave this field blank if you do not want to log e-mail. KANA Response still saves a copy of each message in the database.

Important! If you add an e-mail address to the log e-mail address field, the e-mail address that is automatically added as a  BCC recipient to outgoing messages sent from  the Mail client will also create duplicate messages in the inbox.

Outgoing mail column width

Indicates the width at which to wrap outgoing e-mail, ensuring that the lines are never too long for certain e-mail tools that cannot read encoded messages. The standard width is 72 characters. The maximum is 1000 characters. KANA recommends leaving this parameter blank in most cases.

Sleep time

Indicates the number of minutes that the mail sender waits before sending another batch of messages. The maximum is 1440 minutes (24 hours). You can override this setting by stopping and restarting the mail senders.

SMTP server

Indicates the SMTP server that handle outgoing messages

SMTP port

Indicates the port number for the SMTP server

SMTP server timeout

Indicates the number of seconds between the establishment of a connection with the SMTP server and the point at which KANA Response drops the connection if there are no messages waiting to be sent. The maximum is 600 seconds

Use SMTP TLS

Indicates if SMTP TLS without an Authentication Option is to be used by the Mail Sender. This is for instances where SSL is used to communicate with the SMTP server without the use of a username and password.

Use SMTP Auth

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

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.

After Use SMTP Auth is selected, the following 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 OAuth2 SMTP

Enables OAuth 2.0 authentication for SMTP connection.

After Use OAuth2 SMTP is selected, the following OAuth 2.0 options appear depends on the OAuth2 Provider

OAuth2 Provider

Indicates the account provider that provides OAuth 2.0 authentication for SMTP connection.

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.

Default character set

Indicates the default character set to use for outgoing messages.

Enable Mail Sender Priority

Enables the mail sender priority, Mail Sender will sort outgoing batch of messages by incoming mailbox priority then date message will be queued to send. This parameter is disabled by default.

Enable Monitor

Enables the mail sender monitor, which notifies the Response administrator of any messages stuck in the mail sender. The administrator can take action to remove stuck messages from the server to avoid an accumulation of stuck messages that can slow down the outgoing mail rate.

Monitor Sleep time (in minutes)

Indicates the number of minutes that the monitor waits before gathering more information from the mail sender.

Notify if Pending Messages count exceeds:

Notifies user when pending messages exceed the specified number.

Save

Clicking this button will save the current SMTP details. If there are any required fields missing, a message box will be displayed with details of the fields that require data to be added.

Test

Clicking this button will test the current SMTP settings. A pass will indicate that a connection can be made to the SMTP server. A fail will indicate that a connection could not be made to the SMTP server.

Cancel

Clicking this button will discard all unsaved changes that have been made, and will revert the SMTP details back to what they were prior to the unsaved changes being made.