Getting Started

Connect Your Email

Set up email integration to receive and send support tickets

Keva connects directly to your support email inbox using IMAP/SMTP. This guide walks you through the setup process.

Supported Email Providers

Keva works with any email provider that supports IMAP/SMTP:

  • Gmail / Google Workspace
  • Microsoft 365 / Outlook
  • Yahoo Mail
  • Custom email servers
  • Any IMAP-compatible provider

Setup Steps

1. Navigate to Channels

Go to Settings → Channels in your Keva dashboard.

2. Add Email Account

Click Add Email Account and enter your credentials:

FieldDescription
Email AddressYour support email (e.g., support@yourcompany.com)
Display NameName shown to customers (e.g., "Acme Support")
IMAP ServerYour provider's IMAP server
IMAP PortUsually 993 (SSL) or 143 (STARTTLS)
SMTP ServerYour provider's SMTP server
SMTP PortUsually 465 (SSL) or 587 (STARTTLS)
UsernameYour email address
PasswordYour password or app password

3. Test Connection

For a new account, or when an existing account's email address, IMAP/SMTP host or port, SMTP username, or either password changes, Keva automatically checks the IMAP and SMTP login credentials. Saving an existing account without one of those changes, including a display-name-only edit, does not run a new check. It does not send a test email. For an existing saved account, click Test to run the same IMAP/SMTP credential check again.

Provider-Specific Settings

Gmail / Google Workspace

Gmail requires an App Password if you have 2-factor authentication enabled (recommended).

  1. Enable 2-Step Verification in your Google Account
  2. Go to Google App Passwords
  3. Create a new app password for "Mail"
  4. Use this password in Keva

Settings:

  • IMAP Server: imap.gmail.com
  • IMAP Port: 993
  • SMTP Server: smtp.gmail.com
  • SMTP Port: 465

Microsoft 365 / Outlook

Settings:

  • IMAP Server: outlook.office365.com
  • IMAP Port: 993
  • SMTP Server: smtp.office365.com
  • SMTP Port: 587

Custom Servers

Contact your IT administrator for:

  • IMAP/SMTP server addresses
  • Port numbers
  • Any required security settings

Troubleshooting

Connection Failed

  1. Verify your credentials are correct
  2. Check if your provider requires an app password
  3. Ensure IMAP is enabled in your email settings
  4. Check if your firewall allows the connection

Emails Not Appearing

  1. Check the email arrived in your inbox (not spam)
  2. Wait 30-60 seconds for sync
  3. Verify IMAP folders are configured correctly

Can't Send Replies

  1. Verify SMTP settings
  2. Check daily sending limits with your provider
  3. Ensure your "From" address matches the connected account

Security

Current email-account create and update paths store IMAP and SMTP passwords in AES-256-GCM envelopes with per-encryption IVs and authentication tags. Configured This page does not confirm database, deployment, provider, logging, or historical-record availability.

Your email credentials are:

  • Stored in selected application-level encrypted envelopes
  • Excluded from current account-list responses and secret-free lifecycle audit metadata
  • Only used for the specific connected account