Email

Connect your Microsoft or G Suite emails for customer service

Lexer supports connecting your email accounts so your team can triage and respond to emails from Respond. Emails can be filtered into your inbox queue alongside social messages from Facebook and Twitter, giving your team a single workflow for all channels.

We can integrate with an email account from any provider, however Microsoft and G Suite are the most commonly connected accounts, so we’ll talk to those in more detail.

Integrating your email account

Navigate to Manage > Integrations and find the Email tile in the list of channels. All email accounts are connected using the same tile, and will require you to enter your email address and password.

Select the Contact and Respond Email tile and choose Version 3 as the Integration Version. This is the latest version. If the email is currently integrated with Version 2, you can leave it as is and proceed with integrating Version 3.

Next, click Integrate Email. A pop-up will appear, allowing you to select your team's email service. Enter your email address and password to connect your account to Lexer.

At the final step, select the desired access groups and click Add Integration.

Microsoft accounts

Microsoft emails are the most common type of account connected with Lexer, and can be a little more involved depending on your setup. If your team have a licensed user account for support (i.e. contact@domain.com) and it has a username and password, you can simply integrate this by following the steps below.

Integrating a Microsoft account will prompt you to enter you password from the same popup window. Once you’ve entered your password the popup window will disappear and you will be prompted to save.

Microsoft Shared Mailboxes

Unfortunately Microsoft does not support directly connecting Shared Mailboxes with third party applications like Lexer. Shared Mailboxes are designed to exist without a username or password, which is what we need to integrate the email account.

Here are two solutions to connect with Lexer:

1. Convert your Shared Mailbox to a User Mailbox. Assign a user license to this account, and connect it with Lexer.
2. Replace your Shared Mailbox with a User Mailbox. Create a new licensed user to replace your Shared Mailbox, and connect it with Lexer.

G Suite accounts

G Suite accounts are business email accounts hosted by Google. These differ from Gmail accounts as they are associated with a business and have a variety of team controls and settings. Lexer supports connecting your company G Suite account and requires you to whitelist our application before connecting.

Instructions for whitelisting Lexer in your G Suite account can be found here. Note: you will need to select app type ‘Web application’ and our OAuth2 Client ID is:

1007853794540-mjdilkcuoa8d8tu0lb8aqn6n50kfnjl5.apps.googleusercontent.com.

Next you simply navigate to Integrate, enter your email, password, and save the integration. You’re still able to connect a G Suite account with Lexer without whitelisting, however a warning will appear when you are authenticating.

Simply click ‘Advanced’ and ‘Go to nylas.com’ to complete the connection.

Nylas is the application we use to connect emails to our platform. Hence we advise to select all to ensure all services running properly.

Summary

In summary, Lexer provides flexible email integration options for customer service teams, supporting both Microsoft and G Suite email accounts. While Microsoft accounts can be connected directly with proper credentials, Shared Mailboxes require conversion to User Mailboxes for successful integration. For G Suite accounts, organizations can either whitelist Lexer using the provided OAuth2 Client ID or proceed with a standard connection through Nylas. This email integration capability allows teams to streamline their customer service workflow by managing emails alongside social media messages in a unified inbox queue, ultimately creating a more efficient and organized support system.

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