Connecting email
Route Gmail, Google Workspace, or Microsoft Outlook / 365 email into your Liya inbox.
Supported email providers
| Provider | Protocol | Auth method | Send-as support |
|---|---|---|---|
| Gmail (personal) | IMAP / Gmail API | OAuth 2.0 | Yes |
| Google Workspace | Gmail API | OAuth 2.0 | Yes |
| Microsoft Outlook (personal) | IMAP / Graph API | OAuth 2.0 | Yes |
| Microsoft 365 | Microsoft Graph API | OAuth 2.0 | Yes |
| Any IMAP mailbox | IMAP / SMTP | Username + password | Yes (via SMTP) |
Connect a Gmail or Google Workspace inbox
Go to Settings → Channels → Email
In your LiyaSupport dashboard, navigate to Settings → Channels and click Add channel → Email.
Click 'Connect Gmail'
You'll be redirected to Google's OAuth consent screen. If your support address is a Google Workspace account, sign in with that account — not a personal Gmail.
gmail.modify (to mark emails as read) and gmail.send (to send replies). We never access your drafts, contacts, or calendar.Grant permissions and return to Liya
After granting access, you'll be redirected back to LiyaSupport. The connection should appear as "Active" within 10–15 seconds.
Configure your display name and signature
In the channel settings, set the Display name(e.g. "Acme Support Team") and optionally add a default email signature that will be appended to all outbound replies.
Connect a Microsoft Outlook or Microsoft 365 inbox
Go to Settings → Channels → Email
Click Add channel → Email → Connect Outlook.
Sign in with Microsoft
Complete the Microsoft OAuth flow. For Microsoft 365 accounts, an admin may need to approve the Liya app once for your organisation — see the note below.
Select your mailbox
If your account has multiple mailboxes (e.g. shared mailboxes), select the one you want to route into Liya.
Connect a custom IMAP mailbox
For any IMAP-compatible email provider (Zoho, ProtonMail Bridge, Fastmail, etc.), use the custom IMAP option:
Enable IMAP and generate an app password
Most providers require you to explicitly enable IMAP access and generate an "App Password" rather than using your account password directly. Refer to your email provider's documentation.
Enter your IMAP settings in Liya
| Field | Example value | Notes |
|---|---|---|
| IMAP host | imap.zoho.com | Your provider's IMAP server |
| IMAP port | 993 | 993 for SSL/TLS (recommended) |
| SMTP host | smtp.zoho.com | Required for sending replies |
| SMTP port | 587 | 587 for STARTTLS or 465 for SSL |
| Username | [email protected] | Your full email address |
| Password | app-password-here | Use an App Password, not your login password |
Test the connection
Click Test connection. Liya will verify it can authenticate, read your inbox, and send a test email.
Email routing and filtering
Once connected, you can configure how inbound emails are processed:
Auto-tagging
Liya automatically detects the intent of each email (billing, technical, account, shipping, etc.) and tags conversations accordingly. You can review and adjust tags in Settings → AI → Tagging.
Routing rules
Route emails to specific agent groups or queues based on subject line keywords, sender domain, or AI-detected intent. Configure rules at Settings → Automations → Routing.
Spam filtering
Liya inherits your email provider's spam filtering. Emails already marked as spam will not be imported. You can additionally configure keyword-based filters in Liya to skip specific senders or subject patterns.
Sending from a forwarded address
If you want to receive email at [email protected] but send replies from a different underlying account, use email forwarding combined with a custom SMTP configuration:
- Set up forwarding from
[email protected]to your connected Liya inbox address. - In Settings → Channels → [channel] → Send-as, configure your SMTP credentials for
[email protected]. - Replies will arrive from
[email protected]even though Liya sends them via SMTP.
[email protected]) rather than forwarding from a personal address.