How to connect your email account to view and save emails in AMS+

This article explains how to connect a work or personal email account to AMS+ to view, organize, and save emails and attachments to records. Connecting a Google or Microsoft account also allows calendar syncing with Appointment Schedulers.

Note: If you’re using Outlook Email Sync, we recommend disabling the desktop Add-In in Microsoft Outlook to help prevent duplicate emails and Activities.

Requirements

• You must have a work or personal email account (for example, Google/Gmail, Outlook, Yahoo, iCloud, or IMAP). AMS+ does not provide email accounts.
• You must be logged into AMS+ as an Agency User or Agent CRM User.

Connect an email account

Follow these steps each time you add a new email account.

If the Phone Dialer is open, close it before adding your email account. Leaving it open may cause issues during setup.

Note: Connecting Google and Microsoft accounts requires calendar permissions. These permissions are necessary to sync calendars with Appointment Schedulers.

To get started:

Go to My Account > Email & Calendar > Email & Calendar Integration.

You can also access this page by selecting the email icon in the AMS+ header.

Enter your email address.

• You can add accounts from popular providers such as Gmail, iCloud, Microsoft (see special considerations for Microsoft email accounts), and Yahoo.
• You can also use IMAP for other email providers.

Enter a nickname for the account.

This name will help you identify and organize your email accounts in AMS+.

Select the Continue... button.

Select your email provider.

• If you have a Microsoft Exchange, AOL Mail, iCloud, or IMAP account, select the View all providers link to view and choose your email service provider.
  
• A Microsoft Exchange account is typically used for work or school email and related tools. A Microsoft account is generally used for personal services such as Outlook.com, Xbox, Skype, or other Microsoft services.
• If you are integrating an email account using IMAP, you will use an app password. If your email account does not already have an app password, you will create one during this process.
  

Sign in using your email credentials.

Review the disclosure explaining what data your email service provider will share with AgencyBloc's Email Sync.

Select the Continue button.

Allow "AgencyBloc Email Sync" to read, compose, and send emails from your account.

• These permissions are required to sync emails with AMS+.
• When connecting a Google or Outlook account, calendar access is also requested. Events marked as "busy" on Google or Outlook will be blocked in all Appointment Schedulers assigned to you.

Note: When authenticating your email account for the first time, you might briefly see a message indicating that your account is disconnected. Do not attempt to reconnect. The system may still be loading your emails.

Once connected, you will be taken to Mailbox View, where you can save emails to your AMS+ account and take other actions.

Calendar syncing behavior

• Calendar syncing is available for Google and Microsoft Outlook accounts only.
• Events marked as "busy" or "out of office" in the connected calendar will be blocked in Appointment Schedulers assigned to you.
• The integration displays events from one calendar per connected account.
• Meeting Activities created in AMS+ do not sync to Google or Outlook calendars.
  • You can add Activities to a calendar using an iCal feed.

Special considerations for Microsoft email accounts

When connecting a Microsoft email account, you will have two provider options:

• Microsoft (personal accounts such as Outlook.com, Xbox, or Skype)
• Microsoft Exchange (work or school accounts)

Most users select Microsoft, but some work or school accounts use Microsoft Exchange.

If you select the wrong option, you may see a message indicating that your password is incorrect. Do not reset your password. Instead, return and choose the correct provider.

If you are unsure which provider your agency uses, contact your agency’s IT department or support team.

Connecting via app password

An app password is different from the password you use to log in to your email account. It is typically a randomly generated password created within your email account. Some providers require an app password to connect to AMS+.

Email providers that use app passwords include:

• Yahoo!
• AOL

Example: Yahoo

Disconnect an email account

You can disconnect an email account in two ways:

• Inactivate - Hides the account from Mailbox View. Login credentials remain saved, and you can reactivate it at any time.
• Remove - Deletes the account from Mailbox View and integration settings.
  • You must sign in again to reconnect.
  • Your email save history will reset, which may result in duplicate emails.

Unless you are permanently retiring the email account, inactivation is recommended.

Inactivate an email account

Go to My Account > Email & Calendar > Email & Calendar Integration.

In the Integrated Email Accounts section, select Edit Account Settings next to the account.

Uncheck the Active checkbox, then select the Save button.

The email account is now inactive. To reactivate, check the Active checkbox and save.

Remove an email account

Go to My Account > Email & Calendar > Email & Calendar Integration.

In the Integrated Email Accounts section, select Edit Account Settings.

Select the Remove button, then confirm by selecting OK.

This deletes the account from your Mailbox View and integration settings. You can reconnect it later by following the setup steps.

Email account status

On My Account > Email & Calendar > Email & Calendar Integration, you may see the following statuses:

• Active - The account is successfully connected, and emails and folders appear in Mailbox View.
• Inactive - The account was manually inactivated.
• Disconnected - There was a disruption with the email provider. Reconnect to restore syncing.

While inactive or disconnected, the account and its folders are hidden from Mailbox View.

Using Outlook Email Sync

You can use both Outlook Email Sync and this email integration at the same time. However, using the same email account for both may result in duplicate emails and Activities.

We recommend uninstalling Outlook Email Sync from the desktop version of Microsoft Outlook to prevent duplicates.