# Installation Guide

## Implementation Process

1. Submit a ticket using the link [**here**](https://satisfi-labs.atlassian.net/servicedesk/customer/portal/10/group/50/create/361) and provide the following information: 

<table><thead><tr><th>Item</th><th width="266.3333333333333">Example</th><th>Description</th></tr></thead><tbody><tr><td>Email Address to Use</td><td><em>emailus@democlient.com</em></td><td>Email that end-users will send email traffic to.</td></tr><tr><td>Agents With Access</td><td><em>John Doe (johndoe@gmail.com), Jane Doe (janedoe@emai.com), etc</em></td><td>Agents that require access to the Live Agent Engine back-end. If multiple teams are required, please fill out our larger configuration doc <a href="https://docs.google.com/spreadsheets/d/1PzOYiV4Ppr8IqeJyImKe8X9zr28T2ugq6lx_FaWaD_Q/edit#gid=787206931">here</a>.</td></tr><tr><td>Escalation Team Name</td><td><em>Email Support Team</em></td><td>Name of the email support team. This can be one or multiple if multiple inboxes are configured.</td></tr><tr><td>Auto-Reply Language</td><td><em>Thank you for your email. We will get back to you shortly. If you need immediate support, call us at 555-555-5555</em></td><td>Response that is sent back when a user sends in the initial email.</td></tr><tr><td>Closing Message</td><td><em>Thank you for allowing us to assist you. Your issue has been marked as resolved. If you need more help you can respond to this email or call us at 555-555-5555</em></td><td>Response that is sent back when the agent closes out the request within the Live Agent Engine.</td></tr><tr><td>Forwarding E-Mail</td><td>[Intentionally Blank]@bridge-support.satisfilabs.com</td><td>To be provided by Satisfi Labs during implementation.</td></tr></tbody></table>

2. Once built by the Satisfi Labs team, either provide Satisfi Labs access to perform changes on your email account or follow the steps below.
   1. Log in to the settings area of your email account. The following example will show steps related to Gmail.
   2. Ensure your email account is set up for IMAP/POP forwarding to route traffic to the inbox within the Live Agent Engine.
   3. Click the Settings
   4. Click the “Forwarding and POP/IMAP” option
   5. Click the “Add a forwarding address” button
   6. Select “Forward a copy of incoming mail to” and paste the email address provided by Satisfi Labs from the screenshot above.
   7. Click “Save Changes”
   8. Confirm with Satisfi Labs that the configuration is complete and begin testing.

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2F14uyZ93iXg1BkPTOkuI9%2Fimage.png?alt=media&#x26;token=2c4ed49c-7db8-4aa8-b0e1-34576954eed2" alt=""><figcaption><p>Gmail Example</p></figcaption></figure>