Connect IMAP/SMTP
Add a custom mailbox with IMAP and SMTP server settings.
Use IMAP/SMTP when your mailbox provider is not connected through Gmail or Outlook OAuth.
IMAP reads messages. SMTP sends messages. A mailbox can fail in one direction even when the other direction works.
Keep your provider's mailbox documentation open while configuring. Host names, ports, encryption, usernames, and app-password rules vary by provider.
Use a shared mailbox only when the team owns that address as a business channel. For personal mailboxes, connect the account that should appear as the sender and that has permission to receive customer replies.
Connect with IMAP/SMTP
- Open Settings.
- Go to Mailboxes.
- Find Connect with IMAP/SMTP.
- Enter the mailbox email address and display name.
- Enter IMAP host, port, username, and password.
- Enter SMTP host, port, username, and password.
- Select Connect IMAP.
- Confirm the mailbox appears under Connected Mailboxes.
Field Reference
- Email address is the address customers see or reply to.
- Display name is the sender name shown with the mailbox.
- IMAP host and port are used to read messages.
- SMTP host and port are used to send messages.
- Username and password must match the values required by your email host.
The app commonly uses 993 for IMAP over TLS and 587 for SMTP over TLS, but
your email host is the source of truth.
Use the exact username format your provider expects. Some providers require the full email address, while others require only the mailbox username.
If your provider supports multiple encryption modes, use the mode documented for the selected port. Do not guess between SSL, TLS, and STARTTLS if the provider lists exact settings.
Test The Mailbox
After connecting, run sync and send a low-risk test if your workflow allows it. If sync fails, review IMAP host, port, username, password, and encryption. If sending fails, review SMTP settings and provider sending limits.
Use app passwords when your provider requires them. Do not paste your normal account password if the provider documents an app-password flow.
Test both directions separately. Confirm Agiled can read an incoming message from IMAP, then send a message through SMTP and verify it arrives from the expected sender name and address.
Start with a small backfill period. If too many messages sync at once, it is harder to confirm whether CRM matching, duplicate handling, and sender identity are correct.
After the first sync, open a related CRM contact and confirm the messages attached to the right person before expanding the backfill window.
Provider Checks
Some providers block IMAP or SMTP by default, require app passwords, restrict SMTP sending, or require TLS on specific ports. Use your mail host's current settings as the source of truth before changing Agiled repeatedly.
If the provider rotates credentials or disables app passwords, update Agiled before relying on mailbox sync or customer replies.
Shared Mailbox Checklist
Before connecting a shared address such as support@, billing@, or
sales@, decide:
- Which team owns replies from that mailbox.
- Which CRM contacts or tickets should receive synced messages.
- Whether the display name should be a team name or a person's name.
- Who can rotate the app password when the provider requires it.
- How failed sends should be monitored.
Document those decisions in your internal process. Mailbox ownership issues can look like integration failures when the real problem is that no one owns the reply queue.
When To Use OAuth Instead
If your provider supports a first-party Gmail or Outlook connection in Agiled, prefer that route for normal user mailboxes. OAuth usually avoids app-password rotation, provider-specific SMTP blocks, and manual host or port mistakes.
Use IMAP/SMTP when OAuth is unavailable, when the mailbox is hosted by a custom provider, or when your administrator requires manual server settings.