Create an Email Account
Updated at May 30th, 2025
Table of Contents
Creating an Email Account in UCS
The Email Account Module allows UCS to handle incoming emails, route messages to agents, and monitor response times.
✔ Only visible if licensed and enabled in the UCS Management Console.
1. Access Email Accounts
- Navigate to Explorer Pane > Email > Accounts.
- View existing Email Accounts.
2. Adding a New Email Account
- Click Add to create a new Email Account.
- Configure the following settings:
General Email Account Configuration
| Field | Description |
|---|---|
| Name | Enter a logical name for the Email Account. |
| Email Account | The account defined in the email client (e.g., Exchange, Gmail, Office365). |
| Authentication Mode | Select Basic Authentication, AuthLogin, or CramMD5. |
| Password | Enter the password for authentication. |
| Mailbox (Folder) |
IMAP/SMTP : You can specify the folder within the mailbox. Otherwise define “Inbox”.
For Office365 via MS Graph the typical definition is the name of the folder. E.g. “Inbox” or “Inbox\Reparaties”
For email servertype Exchange the typical definition is <Email address>. E.g. infobox@training.local. To read a specific folder, |
✔ Exchange Online & MS Graph Accounts:
- Email Account = login email address (e.g.,
demo@cirrusconnects.com). - Email monitoring is based on this address.
- Can be different from the system email account in UMC.
✔ IMAP/SMTP Servers:
- Define Mailbox Folder or use Inbox.
3. Email Routing & Archiving
| Field | Description |
|---|---|
| Email Address | Public-facing email for customers (e.g., support@company.com). |
| Reply Address | Specifies the reply-to address for automated responses. |
| Default Router | Router used for email reporting & searching in the Client. |
| Supervisor Email | Alerts when an email is not answered or no rule matches (also used for email signatures). |
| Archiving Mode |
Archiving mode can be: None = no emails will be archived Agent replies only = only replies from the Agent will be archived in the configured ‘Archiving address’ All = all incoming and outgoing emails (including auto replies) will be archived in the configured ‘Archiving address’ |
| Email Server | Select the associated Email Server. |
| Enable/Disable Account | Temporarily stop UCS from checking for new emails. |
| Stay in Control After Forwarding | If true, forwarded emails do not allow direct reply to the sender—agents must edit responses first. (Default: False) |
✔ Saved changes allow defining Email Rules (next step).
4. Adding a Signature to Email Replies
✔ Send an email from the Supervisor Address via Outlook to the Email Account.
✔ Subject must be ‘Signature’
✔ The system recognises the email & saves it as the signature.
✔ Use {Agent} placeholder to dynamically include the agent's display name.
