Email Channel Configuration

Email channels enable agents to interact with customers in email conversations.

Discover how to configure the email channels.

Discover how to configure email templates for use in your email channels.

Registering the Buzzeasy Email Application

Buzzeasy services need to access the mailboxes you configure for such customer interactions. It does this via an "Application" that you need to register into your Microsoft corporate tenant (AAD/Entra). This is a one time operation.

Navigate to Emails > Channels > Register App. You require IT Admin privileges to complete this action. Would you lack such privileges, please copy the URL present on our administration portal and pass it over to your IT department to register the application for you.

Once registered, Buzzeasy will be able to access any mailbox in your tenant, meaning it will read from whichever mailbox you use while creating an Email Channel. We recommend to limit the scope of this access to the mailbox(es) you are going to use for your Channels. The auth limit mailbox access Microsoft article provides all technical details and background information for this.

Best Practice for Buzzeasy Email App registration

In order to avoid IT overhead when changing email channels, while also limiting the mailbox access of Buzzeasy, we provide the following privacy-focused best practice:

  1. Create a mail-enabled security group in Exchange.

  2. Add the designated mailboxes to this newly created group. These will be the only ones accessible by Buzzeasy and only as long as they are a member of this group.

  3. Create a New-ApplicationAccessPolicy to allow Buzzeasy to read/write emails in the mailboxes of the user accounts in the group. This cmdlet requires the following parameters:

    • AppID: Navigate to Azure Portal > Azure Active Directory > Enterprise Applications, search for Buzzeasy Email Integration application and copy the ApplicationId property.
    • PolicyScopeGroupId: This will be the new mail-enabled security group you just created.
    • AccessRight: RestrictAccess

Buzzeasy is now restricted to only read/write emails on behalf of the mailboxes you added to the group! Should you need more/less email channels in Buzzeasy, simply change the membership of this group and proceed with channel creation.

Note

The accounts used for email channels must have User Mailboxes associated. See the Microsoft document about the various types of user email recipients. User recipient types such as Mail Contacts, Mail Users, etc. do not contain an actual mailbox entity within the Microsoft tenant that Buzzeasy could programmatically manage. This means that for example Guest user objects invited from an external directory will not be eligible to be used as email channels.