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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 (username + password) authentication option and fill in the fields below.
  4. Click Create. You'll see the message "Mailbox connected. Mail fetching will start within a minute."
  5. To check the connection later, use the Test IMAP connection icon next to the mailbox in the list.

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.

Mailbox settings

Click the configure icon next to a mailbox to open its settings. The most important ones:

  • AI dispatch: AI replies enabled on this mailbox turns the bot's replies on or off for this mailbox. In-hours delay (min) (default 15 minutes) is how long the bot waits before sending its reply, giving your team time to step in; you can set a different Out-of-hours delay (min). Other options limit AI replies per customer per hour (default 20), send AI replies only during business hours, and Auto-close after resolved (days) (default 7).
  • Business hours: your team's timezone and working days and hours.
  • Threading and ticket numbering: the ticket prefix and starting number, adding [PREFIX-NUMBER] to outgoing subjects (on by default), and fuzzy matching of replies to existing tickets.
  • Templates and logo: the HTML shell that wraps outgoing messages, an optional auto-acknowledgement sent on first contact, and your logo.
  • Sender identity and parsing: the sender names customers see for AI and agent replies, and stripping signatures from incoming mail.
  • Escalation: whether escalated tickets trigger an escalation email to your team.

The Templates tab next to Mailboxes is where you create shells, auto-acknowledgements, and canned replies your agents can insert into a reply. Built-in system templates can't be edited, but you can duplicate one and change the copy. Channel settings sets a default AI agent name for all mailboxes.

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.

In an email ticket you'll find:

  • Status (new, open, pending, on hold, solved, closed) and Priority (low, normal, high, urgent) drop-downs in the top bar.
  • Internal note (team only): a switch in the reply field that saves a note visible only to your team instead of replying.
  • A pending AI reply marked "Draft · sending in {n} min" while the delay runs. Click Cancel to stop it and reply yourself. Credits already spent on the draft aren't refunded.