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  • You can apply a handful of actions to a discussion, in order to quickly sort them and thus handle them quicker. There are 4 available actions:
    • Mark as "handled" or "Re-open". Changes the discussion's status to "Closed" or "Open".
    • Mark as "pending 1" and Mark as "pending 2". These two statuses are internal: their meaning is up to your team. You may even choose to not use them, and only rely on "Closed" and "Open".
    • Forward this discussion to another employee. From the moment an employee has started replying to a customer message, he becomes in charge of the customer's request. If during the discussion it turns out another employee should handle, you can use that button to attribute it to another employee through a drop-down list. That other employee will receive a notification about it. If the person you want to forward this discussion to is not available in the list, choose "Someone else" in the drop-down list and two options will appear, enabling you to indicate the email address of the recipient and a comment about your message.
  • Reply to the next unanswered message in this thread. Takes you to the next unanswered message in the thread so that you can answer it directly.

Essential details are available:


  • IMAP URLIMAP portIMAP user and IMAP password. Essential details to access the email server using the IMAP protocol.
  • Delete messages. If enabled, messages on the server will be deleted as soon as PrestaShop has retrieved them. Use with caution: this would make your messages unavailable to other e-mail clients.
  • Create new threads.  This will create new threads for unrecognized e-mails.
  • /pop3. If enabled, use POP3 instead of IMAP.
  • /norsh. If enabled, the connection to your email server will not pre-authenticated. Not recommended.
  • /ssl. If enabled, the connection to your email server will not be encrypted. Not recommended.
  • /validate-cert. If enabled, PrestaShop will force the validation of the server's TLS/SSL certificate.
  • /novalidate-cert. If enabled, PrestaShop will never try to validate the server's TLS/SSL certificate. Essential for servers with self-signed certificates.
  • /tls. If enabled, PrestaShop will force use of StartTLS to encrypt the connection. Servers that do not support StartTLS will be rejected.
  • /notls. If enabled, PrestaShop will not use StartTLS to encrypt the session, even with servers that support it.