From time to time, an email touchpoint may lose its connection with the email provider, triggering an “Email provider connection lost” notification. To restore full email service, the touchpoint must be reconnected.
Failure to reconnect a lost touchpoint will prevent agents from sending or receiving emails. However, reconnecting promptly ensures that all pending emails are restored without any data loss.
Steps to Reconnect
Navigate to the Admin interface and select Channels.
Choose Email and locate the email address that requires reconnection.
Click the More Actions button (three dots) > Edit > Reconnect.
Follow the authentication prompts to restore the connection.
Reauthenticating the Touchpoint
Once the touchpoint is successfully reconnected, a Reauthenticate button will appear. Clicking this option allows you to reauthenticate the email provider connection without any service interruption.
For Microsoft email accounts, a label will be displayed below the Reconnect button, showing the last successful connection date. This provides visibility into when the touchpoint was last authenticated.
Keeping your email touchpoints active and connected ensures smooth communication and an uninterrupted customer experience.