Customer emails arrive in the Inbox as conversations, and you reply from your own address. Automations and AI replies work on email too. Email is included from the Silver plan.
Connect a mailbox
Owners and admins connect a mailbox under Settings, in the Email card.
- Click Connect a mailbox.
- Under Email provider, pick Gmail, Zoho Mail, or Other (IMAP and SMTP).
- Enter the Email address and an App password.
- Gmail: create the app password in your Google Account. Google asks you to turn on 2-Step Verification first, and a Google Workspace admin can turn app passwords off.
- Zoho Mail: create one in the security settings of your Zoho account.
- Other: use an app password if your provider offers one, otherwise the mailbox password. Also fill in the IMAP server (port 993), the SMTP server, and the SMTP port (465 or 587).
- Click Connect mailbox. VivaDialog checks both servers before it saves anything.
The password is stored encrypted. Outlook is not supported yet.
A mailbox can be connected to one workspace only, and it counts toward your plan’s channel limit.
What arrives in the Inbox
- Only emails that arrive after you connect. Older mail is not imported.
- VivaDialog checks the mailbox every 2 minutes, in the INBOX folder only. It does not mark emails as read on your mail server.
- One email thread is one conversation, with the subject shown.
- Email shows as plain text. Attachments are listed by name and size but not downloaded.
- The sender is added to Contacts.
Replying
Replies go out from the connected address as plain text, in the same thread, to the sender (or to their Reply-To address). You cannot attach files or add a signature from VivaDialog yet.
Automations and AI replies
Automations and AI replies can answer incoming emails. To avoid reply loops, some emails never get an automatic reply: automatic messages, mailing lists, bounces, and no-reply addresses. One address gets at most 3 automatic replies a day from the same mailbox. Replies your users write by hand are not limited. Flows do not run on email yet. See how automations work.
When the mailbox stops working
If the mail server refuses the app password three times in a row, the channel shows “The mail server no longer accepts the app password. Enter a new one to reconnect.” This often happens after you change the password or revoke the app password. Click Reconnect on the mailbox in the channel list under Settings and enter a new app password.