Connect Email Accounts

Omnix supports deep email integration using secure OAuth 2.0 authorization. You can connect shared support inboxes (e.g. [email protected]) or individual agent mailboxes.

Supported Providers

Omnix includes pre-configured apps for the two main business email providers:

1. Google Workspace (Gmail)
2. Microsoft 365 (Outlook / Hotmail)

Setup Steps (OAuth)

To connect an email inbox:

1. Go to Settings → Channels → Add Channel.
2. Select Email.
3. Choose your provider: Gmail or Microsoft Outlook.
4. You will be redirected to the provider's secure authorization page:
   • Log in with the account you want to connect.
   • Accept the requested permissions (Omnix requires access to read, send, and manage emails).
5. After authorizing, you are returned to Omnix.
6. Configure the channel settings:
   • Display Name: The name customers see when you send emails (e.g., Acme Support).
   • Auto-import: Enable this to automatically import historical emails from the last 30 days.

Threading & Replies

• Conversation Threading: Omnix uses email headers (Message-ID, In-Reply-To) to group replies into a single conversation. If a customer replies to an email thread, it will appear in the existing conversation card instead of creating a new ticket.
• HTML Signatures: You can configure email signatures under Settings → Signatures. They are appended automatically to your email replies.