Configure e-mail integration

In the Management Portal at Setup > E-Mail Integration, notify users by e-mail about new messages in the Web Portal.

During a service transaction, a notification message is sent to the Web Portal for each action that requires user interaction. With E-mail Integration, you can notify users by e-mail about these messages. Depending on configuration, these e-mails contain a link that opens the message in Web Portal.



Explanation and Tips

Enable e-mail integration

Enable e-mail integration.

  • If you disable e-mail integration, no e-mail notifications can be sent whatsoever. This can be useful if your e-mail server is down for maintenance. However, workflow actions that use their own e-mail settings (Send Message and Confirm Transaction) can still send e-mails.

Server and Port

Specify the SMTP server that sends the message.

  • By default, port 25 is used.
  • Use e.g. port 587 for SSL/TLS.

Test Connection

Validate the configured server settings.

  • Placeholders in the server settings fields are not resolved during testing. This means that the test fails.

User Name and Password

Specify the mail server credentials.

Enable TLS Encryption

Enable TLS encryption to enhance the security of SMTP communication in your environment.

Enable e-mail notifications

Enable e-mail notifications.

  • For each workflow action that requires user interaction, you can specify if notifications should also be sent by e-mail. If you disable e-mail notifications on a global level, you disable these notifications for all actions.
  • You can also disable e-mail notification for specific actions only. This is useful in actions that send notifications to multiple actors as the result of a smart rule, as it prevents unnecessary e-mail notifications. For example, if you have configured a service with an Approve Transaction action that is sent to all actors on a smart rule list, and the workflow should proceed with the first response, you probably do not want to send this notification by e-mail. You can prevent this by disabling e-mail notification when you configure the action.


Specify the e-mail address from which the e-mail originates.

E-mail People Identifier

Specify the method that identifies users on the mail server by their e-mail address.

E-mail Template

Configure the template of the e-mails. Make sure to include the following in the contents:

  • %action-message%: This parameter specifies the message that is used in the workflow action.
  • %action-link%: This parameter specifies the link to the Web Portal Messages page.
  • %store-link%: This parameter specifies the link to the Web Portal page.

The markup editor supports styling functionality like headings, colors and numbered lists, but also hyperlinks and drag-and-drop.