Email accounts
Package: BASIC
1. General
The Email accounts module enables the central management of email accounts and email communication directly within brainX. It serves the following purposes:
- Central email management: Emails from various email accounts can be retrieved and managed in one place.
- Communication in context: All email interactions with customers and prospects are displayed directly in the context of the respective customer record, which simplifies access to the communication history.
- Team collaboration: Several team members can access the same email accounts, process emails together and respond to enquiries.
- Automation: Emails can be automatically assigned to specific team members or automated replies can be sent.
- Logging: All email interactions are logged, so that the complete communication history can be traced at any time.
Incoming mail server
The incoming mail server (IMAP) is used to display the messages received by the email account. When an email is opened in the detail view, there is the option of importing the message into brainX and linking it to a record.
Outgoing mail server
The outgoing mail server (SMTP) is used to send messages from brainX.
An email account set up in brainX provides a live lookup on the mail server. The emails displayed are not stored in brainX but are retrieved directly from the mail server.
If emails are referenced to a record in the Email accounts module, a copy of the email is stored in the brainX database and is subsequently available in the Emails module. Depending on the permission settings, these emails can also be accessed by other users.
The range of functions of the IMAP access depends on the technical conditions of the respective mail server. Certain functions – such as synchronising folders, previewing messages or moving emails – are only available if the mail server supports them.
A customer sends an enquiry by email. The responsible employee opens the email directly in the Email accounts module, links it to the corresponding organization record and replies directly from within brainX. The email is subsequently visible to the entire team in the Emails module and assigned to the customer record.
An Automation of the type send email requires an email account for which the Automation allowed switch is active. The email account is stored in the Automation as the sender and automatically sends emails, e.g. when the status of tickets changes or after a new lead has been created.
2. Creating an email account
Every user can create any number of email accounts in the Email accounts module. Depending on whether an email account has already been created or not, the procedure differs slightly – however, the process is identical.
For email accounts, authentication via an OAuth access token is possible. The integration currently only covers Microsoft 365 email accounts.
2.1. Creating the first email account
When the module is opened for the first time, the option to create an email account is offered directly.
Email accounts module - creating a new email account
Depending on whether a Microsoft or another email account is to be created, the further steps differ:
2.1.1. Microsoft
After clicking the „Sign in with Microsoft" button, a notice window is displayed indicating the redirection to the Microsoft service.
Redirection notice
After clicking the „Confirm" button, a separate browser window opens for signing in to Microsoft.
Microsoft sign-in
The sign-in process comprises the following steps:
- Entering the email address
- Entering the password
- Checking the security information
- Prompt whether the user should remain signed in
- Confirming access for brainX
- Enabling notifications for incoming emails
If the user is already signed in to Microsoft on the device, the sign-in window is skipped. In this case brainX automatically uses the existing Microsoft session and sets up the email account directly.
Example view of an email account in the Email accounts module
2.1.2. Other provider
brainX is not verified as an OAuth application with Google. Google limits unverified apps to a maximum of 100 authentications over the entire project lifetime. Once this limit is reached, further sign-in with a Google account is no longer possible.
For Google Workspace accounts (company accounts), a Google Workspace administrator can classify brainX as trusted in the Google Admin Console – in this case, these accounts do not count against the limit.
For Google Mail accounts, connecting via IMAP/SMTP with an app password is recommended.
After clicking the „Other provider" button, the „Create new email account" popup is displayed.
„Create new email account" popup - basic settings and incoming mail server
„Create new email account" popup - outgoing mail server and signature
The popup is divided into four areas:
2.1.2.1. Basic settings
The following table describes fields with a non-obvious function. All other fields are self-explanatory.
| Field | Description |
|---|---|
| Show recipient line | Defines whether the recipient lines CC and/or BCC are shown by default when creating an email |
| Blacklist for referencing | Comma-separated list of top-level domains whose email addresses are ignored during record search while referencing (e.g. example.com ignores the address info@example.com) |
| Read receipt as default | When activated, a read receipt is requested by default for every email |
| Collective email as default | When activated, every new email is marked as a collective email by default |
| Set as default | Defines the email account as the default email account. The first email account created is automatically set as the default. Only one email account can ever be defined as the default. If the default email account is deleted, the next email account in the list is automatically set as the default. |
| Notifications | When activated, new emails are displayed in the Notifications |
| Show conversation | When activated, conversations (a message with all replies made to it) are displayed grouped |
2.1.2.2. Incoming mail server
The following table describes mandatory fields as well as fields with a non-obvious function. All other fields are self-explanatory.
| Field | Description |
|---|---|
| Inbox active | Activates the receipt of incoming emails and the associated notifications |
| Encryption |
|
| Port | The port is entered automatically after selecting the encryption; it can be changed manually |
| Verify certificate | Can be deactivated if the server uses a self-signed certificate |
2.1.2.3. Outgoing mail server
The following table describes mandatory fields as well as fields with a non-obvious function. All other fields are self-explanatory.
| Field | Description |
|---|---|
| Reply address | Defines the default reply address; the recipient automatically replies to this email address instead of the sender address |
| Requires authentication | Indicates whether the outgoing server requires a sign-in |
| Username | Can be left empty to use the incoming mail server data |
| Password | Can be left empty to use the incoming mail server data |
| Encryption |
|
| Port | The port is entered automatically after selecting the encryption; it can be changed manually |
| Timeout in seconds | Period until the connection is terminated; default value: 30 seconds |
| Verify certificate | Can be deactivated if the server uses a self-signed certificate |
| Automation allowed | Makes the email account available for email dispatch in brainX Automations. Without this activation, the email account is not available for selection in the send email action within Automations. |
*Mandatory fields: Name or IP address of the server, Email address of the sender, Name of the sender
2.1.2.4. Signature
In the Signature area, an editor is available for creating an email signature. The signature is automatically inserted when creating an email.
In addition to the general formatting functions, the text editor also supports the insertion of tables as well as the configuration of the bullet style and the start value of numbered lists.
2.1.2.5. Additional settings
For security reasons, the use of an encrypted connection is recommended – both for the incoming mail server and for the outgoing mail server.
Depending on the provider, the following additional details must be provided after saving:
| Field | Description |
|---|---|
| Sent folder * | Is usually determined automatically; in rare cases a manual selection is required |
| Deleted folder * | Is usually determined automatically; in rare cases a manual selection is required |
| Keep copy | When activated, a copy of every sent email is stored in the Sent folder. Note: Some providers automatically store a copy – in this case a second copy would be created. |
*Mandatory field
2.2. Creating additional email accounts
Via the „Actions" button at the top right of the module, a flyout menu opens with the „Create new email account" action.
Actions button
After clicking, the „Connect account" popup opens.
Connect account popup
The further steps are identical to those in the section Creating the first email account.
3. Email account settings
3.1. Opening the email account settings
On mouseover of an email account in the side navigation, the following action icons are displayed:
- Settings („gear" icon) → opens the popup of the email account settings
- Delete („trash" icon) → deletes the email account
- Default email account („star" icon) → sets the email account as the default email account
Opening email account settings
Email account settings popup - basic settings and incoming mail server
Email account settings popup - outgoing mail server and signature
3.2. Email account setting items
The popup with the setting items of an email account is divided into four areas:
The fields correspond to those used during creation – see section Other provider.
3.2.1. Basic settings
In the Basic settings area, there is additionally the „Re-authenticate" button. This can be used to carry out a renewed authentication for email accounts that have already been created – e.g. after a password change.
3.2.2. Incoming mail server
The fields correspond to those used during creation – see section 2.1.2.2. The following fields are additionally available:
| Field | Description |
|---|---|
| Sent folder * | Is usually determined automatically; in rare cases a manual selection is required |
| Deleted folder * | Is usually determined automatically; in rare cases a manual selection is required |
| Keep copy | When activated, a copy of every sent email is stored in the Sent folder. Note: Some providers automatically store a copy – in this case a second copy would be created. |
*Mandatory field
3.2.3. Outgoing mail server
The fields correspond to those used during creation – see section 2.1.2.3.
3.2.4. Signature
The fields correspond to those used during creation – see section 2.1.2.4.
4. Deleting an email account
An email account is deleted via the „trash" icon on mouseover in the side navigation or via the „Delete" button in the popup of the email account settings.
After clicking, a confirmation popup appears. After clicking the „Confirm" button, the email account is permanently deleted.
If an email account is deleted that is used as a sender in Automations, a popup appears with the names of the affected Automations. Before deleting, another email account with the Automation allowed switch activated must be stored as the sender in these Automations.
Emails that were sent or received via the deleted email account and are located in the Emails module are not deleted when the email account is deleted.
5. Usage
The Email accounts module is divided into four functional areas:
Functional areas of the Email accounts module
5.1. Functions
In the Functions area, the following elements are available:
- „Search criterion" picklist → select search criterion: From, To, Subject, Content, Copy
- „Search" input field → free-text search in the selected criterion
When searching in the email account, the „Clear search" button is available, with which the search can be reset. - „New message" button → opens a popup for creating a new email
- „Actions" button → opens a flyout menu with the actions
- Email → opens the Emails module
- Create new email account → creation of a new/further email account
5.2. Side navigation
The side navigation is divided into the following areas:
Each area can be expanded and collapsed separately via the „angle bracket" symbol.
5.2.1. Email accounts
All created email accounts are listed. The active email account is highlighted in bold. On mouseover, three action icons are displayed:
- Settings („gear" icon) → opens the email account settings
- Delete („trash" icon) → deletes the email account
- Default email account („star" icon) → Sets the email account as the default email account. If only one email account is present, it is automatically marked as the default email account.
5.2.2. Favourites
Folders can be moved from the „Further folders" area to the „Favourites" area via drag & drop and vice versa. If a folder contains unread emails, the number is displayed after the folder name.
Folders can be completely emptied by right-clicking and the „Empty folder" action. The emails are moved to the Recycle Bin of the email account. The process runs in the background and may take some time depending on the number of emails.
5.2.3. Actions
Via Actions, emails of the opened folder can be filtered. The following filters are available:
- High priority emails → shows all emails with high priority
- Flagged emails → shows all flagged emails
- Unread emails → shows all unread emails
- Local CRM drafts → shows all local CRM drafts
An active filter is removed again via the x icon.
Which filters are available depends on the provider of the email account and the authentication method.
5.2.4. Other folders
In the „Further folders" area, all email account folders are listed that have not been moved to the „Favourites". If a folder contains unread emails, the number is displayed after the folder name. Folders can be emptied by right-clicking and „Empty folder".
5.3. Email account list view
In the list view, all emails of the selected folder are displayed. The following functions are available:
- Emails can be moved into folders via drag & drop.
- With the Ctrl key (Windows/Linux) or the Cmd key (Mac), several emails can be selected and moved together or have actions applied to them.
- Right-clicking opens a context menu with actions corresponding to those in the email reading area.
- During bulk linking of emails, „further references" can be set directly.
5.4. Email reading area
In the email reading area, the email selected in the list view is displayed – including the email header, email body as well as actions.
5.4.1. Actions in the email reading area
| Action | Functionality |
|---|---|
| Reply | Replies to the sender of the email |
| Reply all | Replies to the sender and all recipients |
| Forward | Forwards the email |
| Flag | Flags the email (flag icon turns red); flagged emails can be retrieved via the Flagged emails filter |
| Opens the operating system's print dialogue | |
| Link to records | Opens the Link to records popup for referencing the email. The suggestions in the Link to records popup show detail information on mouseover. |
| Reload from server | Reloads the email from the server in case of display problems |
| Delete | Moves the email to the email account's Recycle Bin folder |
Actions in the email reading area
Actions flyout menu
5.4.2. Email attachments
If an email contains file attachments, this is displayed in the email header.
Email with file attachment
File attachments can be downloaded individually or all together (the „Download all" action creates a zip file).
After clicking the „angle bracket" icon, a flyout menu opens. The available actions depend on whether the email has already been referenced:
Non-referenced emails
- Preview → shows a preview of the attachment in a popup (image attachments in the SVG and WebP formats can also be displayed in the preview)
- Download → downloads the file to the operating system's download folder
Actions of a file attachment for non-referenced emails
Referenced emails
- Preview → shows a preview of the attachment in a popup (image attachments in the SVG and WebP formats can also be displayed in the preview)
- create new document → opens the Convert attachment into document popup, in which it is defined which records the document should be linked to
- Download → downloads the file to the operating system's download folder
Actions of a file attachment for referenced emails
„Convert attachment into document" popup
5.4.3. Blocked content
If an email contains external images or content that is not automatically loaded for data protection reasons, brainX displays a corresponding notice in the email reading area. Via the „Show images" button, the external content can be loaded manually.
The loading of the content remains active as long as the email is kept in the cache (usually one day). After a manual refresh of the email from the server or after the cache has expired, the original state without external content is displayed again.
5.4.4. Replies to meeting invitations
For email accounts connected via Microsoft (Exchange), the email reading area displays the participant's response for replies to meeting invitations (e.g. acceptance or decline).
If a participant proposes a new time, the current and the proposed time are shown side by side. Via the „Accept proposal" button, the appointment is rescheduled directly – both in Exchange and the linked Appointment in brainX. Exchange then informs the participants about the change.
The decision made remains permanently visible on the email, even if the email is reloaded via Reload from server.
6. Practical examples
1 – Processing and referencing a customer enquiry in context
A customer sends an enquiry by email to the company. The responsible employee opens the Email accounts module, calls up the inbox and finds the email in the list view. In the email reading area, the message is opened and referenced with the corresponding organization and contact record via the Link to records action.
From this moment, the email is stored as a copy in brainX and is visible to the entire team in the Emails module. The employee replies directly from within the Email accounts module via the Reply action – the reply is also logged. The complete communication history with the customer can thus be traced at the record at any time.
2 – Setting up an email account for automated email dispatch
The company wants to automatically send an email to the customer every time the status of a ticket changes. For this, a dedicated email account – e.g. support@firma.de – is created in the Email accounts module.
When creating the email account, the incoming and outgoing mail servers are configured with the provider's IMAP and SMTP access data. In the outgoing mail server area, the Automation allowed switch is activated. Subsequently, this email account is stored as the sender in the corresponding Automation of the type send email.
From this point on, brainX automatically sends an email via the configured email account for every configured status change – without manual intervention.
3 – Transferring an email attachment directly as a document into brainX
A vendor sends a signed contract document as a PDF attachment by email. The employee opens the email in the Email accounts module, first references it with the vendor record via Link to records, and then clicks the angle bracket icon on the PDF attachment.
In the flyout menu, the create new document action is now available. In the Convert attachment into document popup, it is defined which records the new document should be linked to. After saving, the contract attachment is stored as a standalone record in the Documents module and can be retrieved directly at the vendor record – without manual intermediate storage.
7. Frequently asked questions
Are emails that I see in the Email accounts module stored in brainX?
No. The Email accounts module provides a live lookup on the mail server – the emails displayed are retrieved directly from the server and not stored in brainX. Only when an email is referenced via Link to records is a copy stored in the brainX database and is retrievable in the Emails module.
Can I set up a Google Mail account as an email account?
In principle yes, but with restrictions. Since brainX is not verified as an OAuth application with Google, a limit of a maximum of 100 authentications over the entire project lifetime applies. For Google Mail accounts, connecting via IMAP/SMTP with an app password is recommended. For Google Workspace company accounts, an administrator can classify brainX as trusted in the Google Admin Console, as a result of which these accounts do not count against the limit.
What must I bear in mind if I want to delete an email account that is used in an Automation?
When attempting to delete such an email account, a popup appears with the names of the affected Automations. Before deleting, another email account with the Automation allowed switch activated must be stored as the sender in each of these Automations. Emails already sent or received in the Emails module are retained when the email account is deleted.
How can I link several emails to a record at the same time?
In the email account's list view, several emails can be selected at the same time with the Ctrl key (Windows/Linux) or Cmd key (Mac). Bulk linking can then be started, during which further references can also be set directly.
What is the difference between the Email accounts module and the Emails module?
The Email accounts module provides direct live access to the email accounts and enables the reading, writing and management of emails. The Emails module contains only emails that have already been referenced and stored in brainX – that is, copies of emails that have been assigned to a record.
Can I store an email signature in brainX?
Yes. In the Signature area of the email account settings, an editor is available for creating an email signature. The signature is automatically inserted when creating a new email.