Connect your email

Once an inbox is connected, Kaneo fetches new emails and turns them into enquiries. Neo writes draft replies, and your replies are sent from your own address. Nothing is deleted from the inbox.

You can connect during the setup or later. Only administrators can connect, change and disconnect email accounts.

Where to find it

Click Opsætning ("Setup") at the bottom of the menu on the left, choose Integrationer ("Integrations"), and click Mail ("Email"). On the Konti ("Accounts") tab, press Tilføj konto ("Add account"), or Tilføj mailkonto ("Add email account") if there are none yet.

Microsoft 365

1. 1

   Choose Microsoft 365 (Outlook, Microsoft 365 and Exchange Online).

2. 2

   You're sent to Microsoft. Log in with the account your customers write to, and approve all the permissions you're asked for, including the one to read emails.

3. 3

   You come back to Kaneo, where it says the account is connected. The first fetch happens within a few minutes.

Gmail and Google Workspace

Gmail is connected with an app password from Google.

1. 1

   Choose Gmail.

2. 2

   Turn on two-step verification on your Google account if it isn't already on. Then create an app password at myaccount.google.com/apppasswords and name it Kaneo, for example.

3. 3

   Enter the Gmail-adresse ("Gmail address") and paste the 16 characters under App-adgangskode ("App password"). Press Test forbindelsen ("Test the connection"). If it works, press Gem konto ("Save account").

Another provider (IMAP and SMTP)

For example one.com, Simply, Curanet, Zoho or your own mail server.

1. 1

   Choose Anden udbyder ("Another provider") and enter the email address. If you use one.com, Simply.com, Curanet, Zoho Mail or Fastmail, choose it under Kendt udbyder? ("Known provider?") and we fill in the server and ports for you.

2. 2

   Otherwise, fill in Hentning · IMAP ("Fetching · IMAP", how incoming mail arrives) and Afsendelse · SMTP ("Sending · SMTP", how your replies are sent) yourself: server, port, encryption, username and password. Your email provider can give you these details.

3. 3

   Press Test forbindelsen ("Test the connection"). If it works, press Gem konto ("Save account").

Passwords and access to Microsoft are stored encrypted.

Once the account is connected

Each account has a status:

• Venter på første hentning ("Waiting for first fetch"), just connected.
• Forbundet ("Connected"), everything is running. It shows when mail was last fetched.
• Sat på pause ("Paused"), you paused it yourself.
• Henter ikke ("Not fetching") or Kræver handling ("Action needed"), something needs fixing. It says what, with a button to fix it.

Under the three dots next to the account you'll find, among other things, Redigér ("Edit": name, sender name and signature), Hent nu ("Fetch now"), Gør til standard ("Make default": the address new emails are sent from), Sæt på pause ("Pause") and Afbryd ("Disconnect").

If the account isn't fetching

• Adgangen er udløbet eller trukket tilbage ("Access has expired or been revoked") or Mangler adgang til at læse mails ("Missing permission to read emails"), press Forbind igen ("Reconnect"), log in with Microsoft, and approve all permissions.
• Forkert brugernavn eller adgangskode ("Wrong username or password") or Serveren afviste login ("The server rejected the login"), press Ret login ("Fix login") and enter the correct details. If you've changed your email password, you need to change it here too. For Gmail, create a new app password.
• Mailserveren kunne ikke findes ("The mail server couldn't be found") or afviste forbindelsen ("refused the connection"), check the server, port and encryption.
• Udbyderen bremser hentningen ("The provider is throttling fetching") or svarede ikke i tide ("didn't respond in time"), we try again automatically.