This guide outlines basic elements within ReplyManager that should be configured for the system to work properly. All of the administrative functions outlined here can be found in the User Settings menu under Settings on the top menu.

Create/Update Matching Rules

Each message needs a rule associated with it that identifies conditions and routes incoming messages to the specified folder.

Go to Messages > Rules (Lower left-hand side)

  • Enter the Name of the rule.
  • Enter the Conditions for your rule in order to route it correctly.
  • Select a Folder to route the emails into.

Screenshot: Creating a conditions to match incoming customer messages

conditions replymanager

Screenshot: Configuring the actions on how you want the messages to be processed

configure replymanager



Setup Email Channel

⚠ For Migrated accounts, please skip to the end

Now that you’ve set up your messages to route properly, the next step is to configure your email accounts to read.

Important Note ~ Use IMAP instead of POP3
The system will read ALL (read and unread) available email in POP3 accounts (which may take longer to read and initially set up). For this reason, we suggest enabling IMAP in your mail account before entering it into the program to read.

Add New Channel

Go to Settings > Channels > Add Channel

  • Receiving Mode: Select the POP3/IMAP account type from the pop­up.
  • Provider: Select either Other or Google Apps. Refer to the list below for help configuring Gmail, Hotmail, Yahoo! and more.
  • Email Address: This will be the address for the account.
  • Username: This will be the address used to gain access to the mail account.
  • Password: This will primarily be the password to login to the mail account. (For Gmail, see below)
  • Host: Refer to the list below for help host information for Gmail, Hotmail, Yahoo! and more.
  • Connection Type: Select the encryption type for the interface: SSL, TLS or Unencrypted.
  • Port: Enter the port number for the interface. (Leave Blank for default).

⚠ Important Note ~ Forcing Messages is NO longer available.

In the original version forcing messages into a folder would overwrite all rules, this option has been removed and therefore a new rule must be configured in place of this.

Special Instructions: Gmail, Hotmail and More

Gmail ­ IMAP Mail Server: (preferred method for Gmail) Mail Server ­

  1. Type ­ IMAP/SSL
  2. Port ­ Leave blank
  3. Username and password are required

Gmail ­ POP3 Mail Server:

  1. Mail Server ­
  2. Type ­ POP3/SSL
  3. Port ­ Leave blank
  4. Username and password are required

⚠ Important Note – IMAP Better for Gmail

Although setting up your Gmail account as a POP3 will work, the first time ReplyManager goes to read the account, it will read ALL messages in the account. This can take a very long time to download. Gmail accounts set up as IMAP read only the Unread messages, saving time. Visit Google Support for instructions on enabling IMAP.

⚠ Gmail 2-Step Verification

Google offers a mandatory security feature to help protect your email account from hackers. You may receive the error message stating that the credentials were invalid, to avoid this and continue with the configuration, you will need to enable 2­ Step Verification.

What is 2-Step Verification?

2-Step Verification is a security feature in Gmail that helps protect your account, even if your password is stolen. This provides extra protection because signing in requires two things: something you know (your password), and something you have (your phone).

How to Fix It

There are a few steps to implementing 2-Step Verification for Gmail and ReplyManager. You must follow through all in order to get things working properly again.

STEP 1: Enable 2-Step Verification

In Gmail (or any other Google account window), select the options button on the top right of your screen, and choose the option My Account. Once there, select the option, Signing into Google and scroll down to see the following:

replymanager pop imap step1

Review the information and click ‘Start Setup’.

replymanager pop imap step2

Google will send a numerical code to the phone number that you provide each time you sign in from an untrusted computer or device. Enter a number and press Send Code..

Enter the verification code and press ‘Verify’.

Review the notice on-screen and click ‘Next’. Once this is done, you can then Press ‘Confirm’ to turn on 2-step verification.


STEP 2: Generate a Special Password

So now that you’ve activated 2-Step verification, you’ll need to generate an application-specific password for use inside ReplyManager.

If you revert back to the page where we initially entered the process to add 2-step verification, you should see a new button appearing for configure an app password.

Using the ‘Select App’ drop-down, select Other (custom name).

replymanager pop imap step5

Enter ReplyManager in the field and click on ‘Generate’.

replymanager pop imap step6

Copy the password to your clipboard.



STEP 3: Configure ReplyManager

In ReplyManager, go to Settings > Channels, select account. Enter your Gmail username and the App password that Google created into the relevant fields and select Save Changes.

⚠ Please note that when you enable Google’s 2-Step Verification, you’ll need to go through Step 2 above for each device you access mail with. We recommend only using ReplyManager to check the configured account. For more information about Google’s 2-Step Verification, go to

Hotmail ­ IMAP Mail Server:
Mail Server ­
Type ­SSL
Port ­ 993
Username and password are required

Hotmail or Hotmail Plus (POP3):

  • Mail Server ­
  • Type ­SSL
  • Port ­ 995
  • Username and password are required

Yahoo! POP3/SSl

  • Mail Server ­
  • Type ­SSL
  • Port ­ 995
  • Username and password are required

Yahoo! IMAP Mail Server

  • Mail Server ­
  • Type ­ IMAP/SSL
  • Port ­ 993
  • Username and password are required

GoDaddy ­ IMAP:

  • Mail Server ­
  • Type ­ IMAP/SSL
  • Port ­ Leave blank
  • Username and password are required

GoDaddy ­ POP3:

  • Mail Server ­
  • Type ­ POP3/SSL
  • Port ­ Leave blank
  • Username and password are required

Exchange Server:

ReplyManager can connect to Microsoft Exchange Server using one of the following options:

Option 1: Enable IMAP/POP3 access within Exchange Server
Instructions on how to enable IMAP/POP3 access can be found here. If you need to configure the firewall in your Exchange server, you can Contact Support for the correct IP address that will be required for accessing the Exchange server.

Option 2: Setup an IMAP/POP3 account outside of Exchange Server and redirect any incoming emails to that account

ReplyManager will then read from that outside IMAP/POP3 account.
For instructions on redirecting messages to an outside email account using Outlook, please see this note on the Microsoft website. For specific information about Exchange Server, please refer to your IT contact.

Configuring a Migrated Email Channel

Channel Configuration

Go to Settings > Channels > Select the account.

  • Receiving Mode: This will be migrated over.
  • Provider: This should be set to ‘Other’ by default.
  • Email Address: This will be the address for the account.
  • Username: This will be the address used to gain access to the mail account.
  • Password: This will have been migrated over.
  • Host: This will have been migrated over.
  • Connection Type: This will have been migrated over.
  • Port: Leave blank for default.

For migrated accounts, we recommend reviewing the above details to ensure they are correct, we also recommend taking this opportunity to update any credentials for the accounts to ensure there are no authentication issues.

For Exchange Accounts or any other accounts that have whitelisted any IP ranges in order for ReplyManager to access the mail server, you will need to Contact Support, in order to obtain the relevant IP for your region.