As an account administrator, you can add a mailbox to Avaya Experience Platform™ Public Cloud to route email interactions from your mail server. The contact center supports IMAP and POP3 protocols for incoming emails and the SMTP protocol for outgoing emails. You can add, configure, test connection, and enable mailboxes from the Email Mailboxes page in Application Center Administration. The Email Mailboxes page also shows the status of the mailbox connection to the contact center. The status can be Connected or Not Connected.

Before adding a mailbox to Avaya Experience Platform™ Public Cloud, you must configure this mailbox on your mail server.

When adding a mailbox in Application Center Administration, you can test the connection before saving the configuration and then enable the mailbox to route email interactions to the contact center. If you need to reconfigure your mailbox, you can first disable it and then update the configuration.

If you are using an online version of Microsoft 365, you must ensure that the security defaults are disabled in your Microsoft Azure Active Directory (AD) account settings. You need to disable security defaults to use IMAP, POP3, and SMTP protocols. For more information about disabling security defaults for AD account settings, see Microsoft Azure Active Directory fundamentals documentation.