Before you start with this please ensure that you have followed this previous guide in setting up Modern-Authentication with Office 365.
Note that Connectel does not support Shared Mailboxes for Modern Auth. You need to change your Shared Mailboxes into dedicated Email Accounts before setting up Modern Auth in the platform.
This guide will take you through the following steps:
- How to change an existing account from Basic- to Modern Authentication
- How to set up a new email account with Modern Authentication
- How to verify that your mailbox has Modern Authentication
How to set up your Modern authentication emails in the platform
There are two ways to set up your new Modern Authentication emails in the platform.
1. You can edit your existing email account
2. You can make a new email account and add Modern Authentication to it.
Note: We recommend that if you are going to edit an existing email account that you configure them after work hours. As it can affect ongoing email conversations that your agents are working on if you configure them during work hours.
How to change an existing account from Basic- to Modern Authentication
First go to the tab section to the left and press “Email” and the sub-category “Email-Accounts”
Go to the existing email account that you want to change from Basic to Modern Authentication. Press the three dots and press “Edit Email Account”
Here you want to change the tab “Service” to Outlook365
Next you press the tab “Authentication”.
Here you need to check the “Modern Authentication” so it turns blue.
After that you need to apply the username & Cloud Provider that you setup in the previous guide.
How to set up a new email account with Modern Authentication
Go to the tab on the left and press the tab “Email” and then the sub-category “Email Accounts”
After Press the “+” sign down in the right corner.
After you pressed the “+” sign you will have to insert the information about the Email Account you want to add.
Here you will need to fill in the information:
Name: Name of email account. Will be visible to Agents.
Key: Unique 5 character key for the account.
Email Address: The email adress to connect to.
List: Contact list to save contact information in when people email.
Service: Here you need to choose Outlook365 for Modern Authentication.
Enable: Modern Authentication.
Username: Username to connect to your email account. Usually email-adress.
Cloud Provider: Add the Cloud provider you created from the previous guide.
How to verify that your mailbox has Modern Authentication
Login to your platform xxxxx.connectel.io (replace with your system name)
Press the Email tab
Then press the sub-category “Email Accounts”
Go to the email account you want to check the modern authentication status on and press the 3 dots and “Edit Email Account”
Press the tab “Authentication” and check if “Modern Authentication" is checked.
Go to the drop-down menu to the left again and this time press the sub-category Realtime that is under the Email tab.
- Here you will see IMAP & SMTP status for each individual mailbox that you have setup in your system. Check the image below.
You will want IMAP to show “Connected” and SMTP Status to show “Verified”
- If SMTP status is not verified – press the 3 dots to the right of your email account you are configuring and press “Verify SMTP”