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Email

Connect your support mailboxes to Fibly over IMAP and SMTP so incoming mail becomes tickets the bot and your team can answer.

The email channel connects your existing support mailboxes to Fibly. Incoming mail is fetched over IMAP and turned into tickets; replies go back out over SMTP. You can connect more than one mailbox, and each one can have its own ticket numbering.

Only administrators or managers can manage the email channel.

Connect a mailbox

  1. Open Settings → Integrations and click Add channel, then choose Email (or open Configure on the email channel if it's already added).
  2. On the Mailboxes tab, click Add mailbox.
  3. In the Connect a mailbox dialog, keep the Basic authentication option (username and password) and fill in the fields below.
  4. Click Test IMAP connection to confirm the incoming settings work.
  5. Save. You'll see the message "Mailbox connected. Mail fetching will start within a minute."

Google (Gmail / Workspace) and Microsoft (Microsoft 365 / Outlook) sign-in options are on the way. For now, connect any mailbox with the Basic option using its IMAP/SMTP credentials.

Fields you'll need

  • Display name: the name shown on replies sent from this mailbox.
  • Email address: the address customers write to.
  • IMAP host and IMAP port (incoming mail, default port 993).
  • SMTP host and SMTP port (outgoing mail, default port 587).
  • Username and Password: the mailbox credentials.
  • Ticket prefix (optional): a short code such as ACME used at the start of ticket numbers.
  • Starting number: the number the first ticket counts from.

Your mail provider publishes the IMAP and SMTP host and port values. Some providers require an app password rather than your normal password when signing in from another app.

What happens next

Once the mailbox is connected, Fibly checks it for new mail and creates a ticket for each incoming message. Tickets appear in Conversations like any other conversation — filter by Email to see only mail — and carry the ticket's display id and subject. The bot drafts and sends replies from the same mailbox, and your team can take over from Live support when needed.