Email accounts
Package: BASIC
1. General
The Email accounts module enables the centralized management of email accounts and communication directly in brainX. It serves the following purposes:
- Centralized email management: Emails from different inboxes 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, making it easier to access the communication history.
- Team collaboration: Multiple team members can access the same inboxes, process emails together and respond to inquiries.
- Automation: Emails can be automatically assigned to specific team members or automated responses can be sent.
- Logging: All email interactions are logged so that the complete communication history is traceable at any time.
Incoming Server
The incoming server (IMAP) is used to display the received messages of the inbox. When an email is opened in the detail view, there is the option to import the message into brainX and link it to a record.
Outgoing Server
The outgoing server (SMTP) is used to send messages from brainX.
An email inbox set up in brainX provides a live lookup on the mail server. The displayed emails are not stored in brainX but are retrieved directly from the mail server.
When emails in the Email accounts module are referenced to a record, a copy of the email is stored in the brainX database and is then available in the Emails module. Depending on the permission settings, these emails can also be accessed by other users.
The scope of IMAP access depends on the technical capabilities of the respective mail server. Certain features – such as synchronizing folders, previewing messages or moving emails – are only available if the mail server supports them.
A customer sends an inquiry by email. The responsible employee opens the email directly in the Email accounts module, links it with the corresponding organization record and replies directly from brainX. The email is then viewable in the Emails module for the entire team and assigned to the customer record.
For an automation of type Send Email, an inbox is required for which the Automation Allowed toggle is active. The inbox is stored in the automation as the sender and automatically sends emails, e.g., on status changes in tickets or after creating a new lead.
2. Creating an Email Inbox
Each user can create any number of inboxes in the Email accounts module. Depending on whether an inbox has already been created, the procedure differs slightly – but the process is identical.
Authentication via OAuth access key is possible for email inboxes. The integration currently only includes Microsoft 365 email accounts.
2.1. Creating the First Inbox
When the module is accessed for the first time, the option to create an inbox is offered directly.
Email accounts module – create new inbox
Depending on whether a Microsoft or another inbox 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 redirect to the Microsoft service.
Redirect notice
After clicking the "Confirm" button, a separate browser window opens for signing in to Microsoft.
Microsoft Login
The sign-in process includes the following steps:
- Enter email address
- Enter password
- Check security information
- Query whether the user wants to remain signed in
- Confirm access for brainX
- Activate notifications for incoming emails
If the user is already signed in to Microsoft on the device, the sign-in window is skipped. brainX automatically uses the existing Microsoft session and sets up the inbox directly.
Example view of inbox in the Email accounts module
2.1.2. Other Provider
brainX is not verified by Google as an OAuth application. Google restricts unverified apps to a maximum of 100 authentications over the entire project lifetime. Once this limit is reached, further sign-ins with a Google account are no longer possible.
For Google Workspace accounts (corporate accounts), a Google Workspace administrator can mark brainX as trusted in the Google Admin Console – in this case, these accounts do not count against the limit.
For Google Mail accounts, the connection via IMAP/SMTP with an app password is recommended.
After clicking the "Other Provider" button, the "Create new mailbox" popup is displayed.
"Create new mailbox" popup – Basic settings and Incoming Server
"Create new mailbox" popup – Outgoing Server and Signature
The popup is divided into four sections:
2.1.2.1. Basic Settings
The following table describes fields with non-obvious functions. 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 when referencing (e.g., example.com ignores the address info@example.com) |
| Read Confirmation as Default | When enabled, a read confirmation is requested by default for every email |
| Bulk Email as Default | When enabled, every new email is marked as a bulk email by default |
| Set as Default | Sets the inbox as the default inbox. The first inbox created is automatically set as default. Only one inbox can be defined as default at a time. If the default inbox is deleted, the next inbox in the list is automatically set as default. |
| Notifications | When enabled, new emails are displayed in the Notifications |
| Show Conversation | When enabled, conversations (a message with all subsequent replies) are displayed grouped |
2.1.2.2. Incoming Server
The following table describes required fields and fields with non-obvious functions. All other fields are self-explanatory.
| Field | Description |
|---|---|
| Incoming Mail Active | Activates the receipt of incoming emails and the associated notifications |
| Encryption |
|
| Port | The port is automatically entered after selecting the encryption, but can be changed manually |
| Verify Certificate | Can be deactivated when the server uses a self-signed certificate |
2.1.2.3. Outgoing Server
The following table describes required fields and fields with non-obvious functions. 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 login |
| Username | Can be left empty to use the incoming server credentials |
| Password | Can be left empty to use the incoming server credentials |
| Encryption |
|
| Port | The port is automatically entered after selecting the encryption, but can be changed manually |
| Timeout in Seconds | Time until connection timeout; default: 30 seconds |
| Verify Certificate | Can be deactivated when the server uses a self-signed certificate |
| Automation Allowed | When enabled, the inbox can be used as sender in Automations of type Send Email |
*Required fields: Server Name or IP Address, Sender Email Address, Sender Name
2.1.2.4. Signature
In the Signature section, an editor is available for creating an email signature. The signature is automatically inserted when creating an email.
2.1.2.5. Additional Settings
For security reasons, the use of an encrypted connection is recommended – both for the incoming server and the outgoing server.
Depending on the provider, the following additional information may need to 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 enabled, 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. |
*Required field
2.2. Creating Additional Inboxes
Via the "Actions" button in the top right of the module, a flyout menu opens with the action "Create new mailbox".
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 Inbox.
3. Email Inbox Settings
3.1. Accessing Inbox Settings
On mouseover of an inbox in the side navigation, the following action icons are displayed:
- Settings (icon "gear") → opens the popup of the inbox settings
- Delete (icon "trash") → deletes the inbox
- Default Inbox (icon "star") → sets the inbox as default inbox
Access Email Inbox Settings
Inbox Settings popup – Basic settings and Incoming Server
Inbox Settings popup – Outgoing Server and Signature
3.2. Inbox Settings
The popup with the settings of an inbox is divided into four sections:
The fields correspond to those during creation – see section Other Provider.
3.2.1. Basic Settings
The Basic Settings section additionally contains the "Re-Authenticate" button. This allows re-authentication for already created inboxes – e.g., after a password change.
3.2.2. Incoming Server
The fields correspond to those during creation – see Section 2.1.2.2. Additionally, the following fields are 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 enabled, 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. |
*Required field
3.2.3. Outgoing Server
The fields correspond to those during creation – see Section 2.1.2.3.
3.2.4. Signature
The fields correspond to those during creation – see Section 2.1.2.4.
4. Delete Email Inbox
Deleting an inbox is done via the "trash" icon on mouseover in the side navigation or via the "Delete" button in the popup of the inbox settings.
After clicking, a confirmation popup appears. After clicking the "Confirm" button, the inbox is permanently deleted.
If an inbox that is used as sender in Automations is deleted, a popup appears with the names of the affected automations. Before deleting, another inbox with the Automation Allowed toggle enabled must be stored as sender in these automations.
Emails that were sent or received via the deleted inbox and are in the Emails module are not deleted when the inbox is deleted.
5. Usage
The Email accounts module is divided into four functional areas:
Functional areas of the Email accounts module
5.1. Functions
The following elements are available in the Functions area:
- Picklist "Search Criterion" → Select search criterion: From, To, Subject, Content, Copy
- Input field "Search" → Free text search in the selected criterion
When searching in the account, the "Clear Search" button is available, which can be used to reset the search. - Button "New Message" → opens a popup to create a new email
- Button "Actions" → opens a flyout menu with actions
- Email → Access the Emails module
- Create New Account → Creation of a new/additional account
5.2. Side Navigation
The side navigation is divided into the following sections:
Each section can be separately expanded and collapsed via the "angle bracket" symbol.
5.2.1. Email accounts
All created inboxes are listed. The active inbox is highlighted in bold. On mouseover, three action icons are displayed:
- Settings (icon "gear") → opens the inbox settings
- Delete (icon "trash") → deletes the inbox
- Default Inbox (icon "star") → Sets the inbox as default inbox. If only one inbox exists, it is automatically marked as default.
5.2.2. Favorites
Folders can be moved via Drag & Drop from the "More Folders" area to the "Favorites" area 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 selecting "Empty Folder". The emails are moved to the inbox's trash. The process runs in the background and may take some time depending on the number of emails.
5.2.3. Actions
Via Actions, emails in the opened folder can be filtered. The following filters are available:
- High Priority Emails → shows all high priority emails
- 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 via the x icon.
Which filters are available depends on the inbox provider and the authentication method.
5.2.4. More Folders
In the "More Folders" area, all inbox folders that have not been moved to "Favorites" are listed. 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. Inbox List View
The list view shows all emails in the selected folder. The following functions are available:
- Emails can be moved to folders via Drag & Drop.
- Multiple emails can be marked simultaneously using the Ctrl key (Windows/Linux) or Cmd key (Mac) and moved together or subjected to actions.
- Right-clicking opens a context menu with actions corresponding to those in the Email Reading Area.
- When bulk-linking emails, "further references" can be set directly.
5.4. Email Reading Area
The email reading area displays the email selected in the list view – including email header, email body and actions.
5.4.1. Email Reading Area Actions
| 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 (icon flag turns red); flagged emails can be retrieved via the Flagged Emails filter |
| Opens the print dialog of the operating system | |
| Link to Records | Opens the Link to Records popup for referencing the email |
| Reload from Server | Reloads the email from the server in case of display issues |
| Delete | Moves the email to the Recycle Bin folder of the inbox |
Actions in the Email Reading Area
Flyout menu Actions
5.4.2. Email Attachments
If an email contains attachments, this is displayed in the email header.
Email with attachment
Attachments can be downloaded individually or collectively (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:
Unreferenced Emails
- Preview → shows a preview of the attachment in a popup (image attachments in SVG and WebP formats can also be shown in the preview)
- Download → downloads the file to the operating system's download folder
Attachment actions for unreferenced emails
Referenced Emails
- Preview → shows a preview of the attachment in a popup (image attachments in SVG and WebP formats can also be shown in the preview)
- Create New Document → opens the Convert Attachment to Document popup where it is defined which records the document should be linked with
- Download → downloads the file to the operating system's download folder
Attachment actions for referenced emails
"Convert Attachment to Document" popup
5.4.3. Blocked Content
If an email contains external images or content that is not automatically loaded for privacy reasons, brainX displays a corresponding notice in the email reading area. Via the "Show Images" button, 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 manually refreshing the email from the server or after the cache expires, the original state without external content is displayed again.
6. Practical Examples
1 – Processing and Referencing a Customer Inquiry in Context
A customer sends an inquiry by email to the company. The responsible employee opens the Email accounts module, accesses 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 saved as a copy in brainX and viewable in the Emails module for the entire team. The employee replies directly from the Email accounts module via the Reply action – the reply is also logged. The complete communication history with the customer is thus traceable at any time on the record.
2 – Setting Up an Inbox for Automated Email Sending
The company wants to automatically send an email to the customer for every status change of a ticket. For this, a dedicated inbox – e.g., support@company.com – is created in the Email accounts module.
When creating the inbox, the incoming and outgoing server are configured with the IMAP and SMTP credentials of the provider. In the outgoing server section, the Automation Allowed toggle is activated. Then in the corresponding automation of type Send Email, this inbox is stored as the sender.
From that point on, brainX automatically sends an email via the configured inbox for every configured status change – without manual intervention.
3 – Importing an Email Attachment Directly as a Document in brainX
A supplier sends a signed contract document as a PDF attachment by email. The employee opens the email in the Email accounts module, first references it via Link to Records with the supplier record, and then clicks the "angle bracket" icon on the PDF attachment.
In the flyout menu, the action Create New Document is now available. In the Convert Attachment to Document popup, it is defined which records the new document should be linked with. After saving, the contract attachment is stored as an independent record in the Documents module and directly retrievable on the supplier record – without manual intermediate storage.
7. Frequently Asked Questions
Are emails I see in the Email accounts module stored in brainX?
No. The Email accounts module provides a live lookup on the mail server – the displayed emails 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 available in the Emails module.
Can I set up a Google Mail account as an inbox?
Basically yes, but with restrictions. Since brainX is not verified by Google as an OAuth application, 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 corporate accounts, an administrator can mark brainX as trusted in the Google Admin Console, meaning these accounts do not count against the limit.
What should I consider when deleting an inbox used in an automation?
When attempting to delete such an inbox, a popup appears with the names of the affected automations. Before deleting, another inbox with the Automation Allowed toggle enabled must be stored as sender in each of these automations. Emails already sent or received in the Emails module are retained when the inbox is deleted.
How can I link multiple emails with a record at the same time?
In the inbox list view, multiple emails can be marked simultaneously using the Ctrl key (Windows/Linux) or Cmd key (Mac). Then bulk linking can 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 inboxes and enables reading, writing and managing emails. The Emails module contains exclusively emails that have already been referenced and stored in brainX – i.e., copies of emails assigned to a record.
Can I store an email signature in brainX?
Yes. In the Signature section of the inbox settings, an editor is available for creating an email signature. The signature is automatically inserted when creating a new email.