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Glossary

SMTP and IMAP – email protocols

SMTP and IMAP are the two protocols email runs on. SMTP sends messages, and IMAP reads them on the mail server without downloading them for good. A contact center uses them to connect shared inboxes so agents can answer customer emails.

Why it mattersThey bring customer emails to agents and send replies from your company address.

Also called: SMTP, IMAP

How it works

How it works

An email client fetches new messages from the server over IMAP and sees the same folders as other employees. Replies go out over SMTP through the company's mail server, so the customer gets them from the address they know.

In CONTACT.WORK

How it works in CONTACT.WORK

The platform reads and sends from your shared inboxes over these protocols: a customer's email lands in the shared inbox agents work from.

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Where to use it

Email Connect your shared inboxes to the contact center Learn more

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Where it appears on the site 2

Integrations 2

Glossary

Related terms

Omnichannel customer serviceAPI (application programming interface)Connector

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