Social Setups

Email Channel is a different piece of email configuration than mailbox syncing — this is where you set up email addresses that automatically convert incoming messages into Leads or Tickets, complete with field mapping rules that control how email content becomes CRM data.

Email Channel List View

A management view of every email-based channel configured for automation.

What You’ll See

Column	Description
Channel Name	A descriptive label (e.g., “India Sales”, “Support Inbox”)
Email Address	The address acting as the channel’s entry point
Channel Type	Sales, Support, General, or other configured type
Direction	Inbound or Outbound
Status	Active or Inactive

Each row includes View, Edit, and Delete actions.

Toolbar Actions

• New (+) – opens the Create Email Channel page
• Search – by channel name or email address
• Filter – by Channel Type, Direction, Status, or Object Type
• Refresh, Settings

Good to Know

• Only Active channels process emails at runtime — Inactive ones are simply ignored
• A channel can only go Active if its email address has already passed verification — an unverified address can’t be activated, no matter how the rest of the channel is configured
• Only Inbound channels participate in creating Leads or Tickets from email; Outbound channels control the sending identity used for replies

Creating an Email Channel

Setup happens in a clear sequence: verify the email first, then configure the channel, then define how incoming emails map to CRM fields.

Step 1: Email Verification

Before anything else, the email address itself needs to be proven you own it:

• Enter the Email Address and click Verify — this sends a one-time OTP to that address
• Enter the OTP and click Confirm
• If the OTP is valid, the email is marked Verified and the rest of the setup unlocks; an invalid or expired OTP requires re-entry or a resend

A channel can’t be saved or activated until this step succeeds.

Step 2: Channel Configuration

• Channel ID – auto-generated, though editable if your configuration allows it
• Channel Name – a descriptive label
• Email Address – locked in as read-only, matching whatever you just verified
• Channel Type – Sales, Support, General, etc.
• Channel Direction – Inbound or Outbound
• Sender Display Name – the name shown on outgoing emails (e.g., “GEMS Support Team”)
• Status – Active or Inactive; Active is only selectable once the email is verified
• Automate Template – optionally link an email template for automatic replies
• Object Type – mandatory choice between Lead and Ticket, which determines everything in the next step

Step 3: Field Mapping (Depends on Object Type)

If Object Type = Lead

A field mapping section appears, split into two parts:

• System default mappings (locked, can’t be changed):
  • From Email → Lead Email
  • Received Time → Lead Created Date
  • Channel → Lead Source
• Editable mappings:
  • Sender Name → Lead First Name / Last Name
  • Subject → Lead Title
  • Email Body → Lead Description

You can also optionally enable signature parsing, which attempts to extract details like Company Name, Phone Number, Contact Name, and Country from the email signature — treated as probable data that you can refine after the Lead is created.

If Object Type = Ticket

The Lead mapping section doesn’t appear at all. Instead, incoming emails are converted directly into Support Tickets using a fixed mapping:

• Subject → Ticket Title
• Body → Ticket Description
• Sender → linked as the Contact

Saving

• Save – validates everything (unique Channel ID, verified email, mandatory fields, correct mappings) and creates or updates the channel
• Save & Open – saves and takes you straight to the Detailed View
• Cancel – discards any changes

Email Channel Detailed View

A read-only reference view, useful for auditing how a channel is configured without any risk of changing it.

• Verification Info – the email address and its verification status
• Channel Configuration – Channel ID, Name, Type, Direction, Status, and Sender Display Name
• Object Mapping – the selected Object Type and, if Lead, a summary of the field mappings in use

Every control here is disabled — this view exists purely for admins, auditors, and support staff troubleshooting how a channel behaves.

How It Works End-to-End

Once a channel is live:

1. An email arrives at the channel’s verified address
2. The system matches it to the correct channel and logs it
3. Based on the channel’s Object Type, the email is parsed and mapped into either a new Lead or a new Ticket
4. If signature parsing is enabled for a Lead channel, additional details are extracted to enrich the record
5. Once the record is created, any configured notifications, assignment rules, and auto-reply templates fire automatically