For pulling incoming messages, the platform supports IMAP and POP3. Configure these when an E-mail Account also needs to receive — typically support inboxes, reply-handling, automated inbound processing.
IMAP vs POP3 — which to use
IMAP
Messages stay on the server; ActiveManage reads them in place and (optionally) moves processed messages to a sub-folder. Preferred for ongoing inboxes that other clients (e.g. Outlook on a staff member's desktop) also access — they all see the same mailbox state.
Use IMAP when:
- The mailbox is also used by humans via desktop/mobile clients.
- You want messages to remain accessible after platform processing.
- You want the platform to organise processed messages into folders.
POP3
Messages are downloaded and (optionally) removed from the server. The platform takes the messages, processes them, and the server-side copy can be deleted.
Use POP3 when:
- ActiveManage is the only consumer of the mailbox.
- You don't need to retain the messages on the mail server (the platform's processing creates whatever records you need).
- The mail server doesn't support IMAP.
Required settings
For either protocol:
- Host — incoming server hostname (e.g.
imap.gmail.com,outlook.office365.com). - Port — IMAP: 993 SSL, 143 STARTTLS. POP3: 995 SSL, 110 STARTTLS.
- Username / Password — mailbox credentials.
- Encryption — TLS strongly recommended; SSL also fine.
- Polling interval — how often the platform checks for new messages.
Folder selection
For IMAP, you pick which folder(s) to monitor:
- Inbox — the default; works for most cases.
- Sent — useful when processing replies you've sent and want to track responses.
- Archive — useful for slow-pace processing or batch ingestion.
- Custom folders — for installs that use folder-based triage (e.g. a "Process by ActiveManage" folder).
Polling interval
How often the platform polls determines how quickly incoming messages get processed. Trade-offs:
- Every 1 minute — near-realtime. Higher load on the mail server. Right for support inboxes where speed matters.
- Every 5 minutes — good balance. Default for most setups.
- Every 15 minutes — relaxed. Right for low-volume mailboxes where speed doesn't matter.
- Hourly or longer — for batch-style processing where the platform just needs to catch up periodically.
Three real-world inbox configurations
Example 1: Support inbox
IMAP to Office 365 mailbox support@acme.com. Port 993 SSL. Polling: every 1 minute. Folder: Inbox. After processing, messages are flagged read and moved to a "Processed" sub-folder.
Example 2: Order acknowledgements from supplier
POP3 to mailbox orders@acme.com. Port 995 SSL. Polling: every 5 minutes. Messages are downloaded and deleted from the server (ActiveManage is the only consumer).
Example 3: Slow-pace ingestion
IMAP to a dedicated mailbox that receives batch reports from a partner. Polling: every hour. Folder: Inbox. Once a day, the platform processes everything and generates a summary report.
