# AI chat Source: https://docs.enterprise.emailmeter.com/ai-features/chat Ask questions about your email data in natural language and get instant answers AI chat lets you ask questions about your email data in plain language instead of navigating dashboards, building filters, or configuring reports. Just type what you want to know and get an instant answer. You can ask things like: * "What's our average response time this month?" * "Which emails did our team take longer to respond to?" * "Who sends the most emails on our team?" * "How many emails did we receive from `acmecorp.com` last week?" Answers come back as text, charts, or tables depending on what best fits your question. You can ask follow-up questions within the same conversation to dig deeper into the results. AI chat is currently in **Beta**. Access must be requested and enabled per workspace. If you'd like to try it, reach out to your Business Intelligence consultant. ## How it works When you ask a question, the system goes through a complex process to make sure the answer is accurate: 1. Your question is interpreted to understand what you're asking for: which metrics, what time period, which mailboxes or domains, and how you want the data presented. 2. That interpretation is translated into a structured, validated query against your pre-aggregated email metrics. This is not a simple pass-through to an AI model. The system builds a precise query based on your actual data schema. 3. The query runs against your dataset with strict controls, and the results are formatted into a natural language response, often accompanied by a chart or table. 4. Follow-up suggestions are provided after each answer so you can explore related questions without starting from scratch. This means answers come from your real data, not from the language model making assumptions. The AI is used to understand your question and present results clearly, not to guess at answers. ## What it can answer AI chat works with the same email metrics available across Email Meter: volumes, response times, communication patterns, and thread activity. You can ask about any combination of these metrics and filter by mailboxes, email addresses, domains, and time periods. Responses are formatted as: * **Text**: for straightforward answers like totals or averages * **Bar charts**: for comparisons and rankings * **Line charts**: for trends over time * **Pie and doughnut charts**: for proportional breakdowns * **Tables**: for detailed, multi-column data You can ask questions in any language. The system will interpret your intent regardless of which language you write in. ## Data privacy and security AI chat is designed so that your sensitive email data is never exposed to the AI model. * **No email content is sent to the AI**: the model never sees email subjects, bodies, recipients, or any raw email data. It only works with pre-aggregated metrics like counts, averages, and response times. * **No direct dataset access**: the AI does not query your data directly. Your question is translated into a structured, parameterized query that runs against BigQuery with strict controls. * **Role-based access is enforced**: query results respect your workspace role. Admins see data across the workspace, Managers only see data for their managed teams, and Viewers only see their own data. These restrictions are applied at the query level and can't be bypassed through the chat interface. * **Infrastructure**: AI chat is powered by Google Vertex AI, hosted in `europe-west1`. Your data does not leave Google Cloud infrastructure, and is never used to train or improve AI models. ## Getting started AI chat is currently in Beta and must be enabled per workspace. If you're interested in trying it out, contact your Business Intelligence consultant to request access. Once enabled, you'll find the chat interface in the Email Meter sidebar. Just type your question and start exploring your data. # AI-powered email analysis Source: https://docs.enterprise.emailmeter.com/ai-features/overview Analyze email content with AI to extract custom insights tailored to your business AI-powered email analysis allows you to go beyond email metadata and analyze the actual content of your emails. Once configured, Email Meter can extract custom insights from every email, enabling a deeper level of analysis tailored to your specific business needs. ## Understanding metadata-only analysis By default, Email Meter works exclusively with email metadata found in email headers, not email content. This includes sender and recipient addresses, timestamps, subject lines, thread IDs, and whether messages are replies or forwards. Email Meter never accesses the body text or content of your emails. Using only this header data, Email Meter generates metrics focused on communication volumes and response times. You can analyze: * **Email volume**: how many emails each mailbox sends and receives * **Response times**: how quickly your team replies to incoming emails * **Communication patterns**: who emails whom, at what times, and how often * **Thread activity**: conversation lengths and reply rates You can filter this data by mailboxes (`employee@yourcompany.com`), individual email addresses (`john@acmecorp.com`), domains (`acmecorp.com`), and time periods. This metadata-only approach is powerful for understanding communication activity and performance, but it can't tell you what's actually being discussed in those emails or understand the quality of the conversations. ## Unlocking deeper insights with AI content analysis While metadata reveals how much and how fast your team communicates, analyzing email content reveals what's being discussed and how well those conversations are going. When you enable AI-powered analysis, Email Meter analyzes the content of your emails to extract specific insights that matter to your business. This means every email can now be understood not just by who sent it and when, but by its actual content: * **Sentiment and tone** of customer and employee communications * **Topics and categories** based on what's actually being discussed * **Quality indicators** like professionalism, empathy, and response appropriateness * **Business-critical signals** like escalation risks, cancellation intent, or satisfaction levels * **Any custom dimensions** that are unique to your business context This means you can filter, segment, and analyze all your email communications using insights derived from what's actually written in those emails, revealing answers to questions that metadata alone can never address. ## Customized for your business AI analysis with Email Meter isn't one-size-fits-all. We work with each client to define their specific needs and configure custom analysis frameworks that extract the exact data points that matter to their business context. This might mean analyzing customer sentiment for a support team, categorizing sales inquiries by product interest, detecting quality issues in agent responses, or identifying at-risk accounts based on communication patterns. The analysis is tailored to answer your specific business questions, so the insights are actually relevant and actionable for your team. ## What you can do with AI-powered analysis ### Track sentiment for customer satisfaction AI can analyze the emotional tone of incoming customer emails, giving you an objective measure of customer satisfaction before issues escalate. This allows you to identify declining sentiment patterns and intervene proactively. Once configured, every customer email receives a sentiment score based on the tone, language, and emotional indicators in the content. You can track these scores over time, compare sentiment across different customer segments, and set up alerts when sentiment drops below acceptable thresholds. #### Example Your support team maintains an 8-hour response SLA and assumes that meeting this target means customers are satisfied. However, after enabling sentiment analysis, you discover that 23% of customer emails show frustrated or negative sentiment even when responses are technically within SLA. Using the sentiment analysis feature, the team discovers that 23% of customer emails show frustrated or negative sentiment. By investigating these emails in detail, they uncover an underlying issue with their processes. They implement targeted changes to address the root cause, and within two months, customer satisfaction improves significantly with the percentage of frustrated emails dropping to 8%. ### Classify emails by topic AI can automatically categorize every email based on what's actually being discussed, giving you visibility into the distribution of topics your team handles. This reveals what customers are really asking about and where your team spends their time. Instead of guessing or manually reviewing samples, you get automated classification of all emails into business-relevant categories. For a sales team this might be pricing questions, feature requests, competitor comparisons, or technical requirements. For support it might be bug reports, how-to questions, account issues, or feedback. #### Example Your sales team receives hundreds of inbound emails weekly, but you don't have clear data on what prospects are actually asking about. After implementing AI topic classification, you discover that 42% of inbound emails are questions about pricing and packaging, 28% are about specific feature capabilities, and 18% are asking for case studies or proof points. This data reveals that your website and marketing materials aren't effectively communicating pricing, forcing prospects to reach out for basic information. You revamp your pricing page to be more transparent, and within a quarter, pricing-related emails drop to 18% of inbound volume, freeing your sales team to focus on higher-value conversations. ### Identify potential escalations AI can flag both received and sent emails that might be problematic based on custom criteria you define. This gives managers visibility into situations that need attention before they become serious issues. For inbound emails, the AI can detect signals like cancellation intent, serious complaints, dissatisfaction with service, or mentions of competitors. For outbound emails, it can identify responses that are harsh, unprofessional, dismissive, or might damage client relationships. These flagged emails appear in a dedicated view for manager review. #### Example Your operations manager oversees customer relationships across 14 key accounts but can't manually review the hundreds of customer emails flowing through your support and account management teams each week. After implementing AI escalation detection, she now has a dashboard showing 47 flagged emails requiring review, with 23 marked as high priority. The system caught several critical situations early: a major client mentioning they're "considering alternatives for Q1 contract" (flagged as churn risk), another client's email with legal escalation language, an employee's unprofessional response to a frustrated customer, and a dismissive reply that lacked empathy. The key insight: 68% of these escalations were identified before customers explicitly requested manager involvement. Early intervention on these situations prevents relationship damage and potential churn. ### Surface email summaries AI can generate concise summaries of each email, helping you quickly understand what emails are actually about when subject lines and sender information don't tell the full story. This dramatically reduces the time needed to review and understand customer communications. These summaries appear directly in your Email Meter dashboard alongside standard metadata. Instead of manually opening each email to understand its content, you can see at a glance what the conversation is about, making it easier to identify patterns, prioritize issues, and understand context without reading every message. #### Example You're reviewing the 34 emails that exceeded your team's 8-hour response time goal last week. Subject lines don't reveal why these emails took longer to resolve. With AI summaries enabled, you can quickly scan what each email was actually about. The summaries immediately reveal that most SLA breaches involved complex technical issues requiring engineering review, multi-department coordination, or detailed account research, not simple questions that were neglected. This insight shifts the conversation from "why are we missing SLA?" to "should we have different SLA targets for complex requests?" You can now coach your team with context and adjust processes appropriately rather than assuming poor performance. ### Automatically score employee responses AI can evaluate your team's outbound emails based on custom quality criteria aligned with your company's communication standards. This gives you objective, scalable QA scoring across all employee communications without manual review. You define the dimensions that matter to your business: professionalism, tone, empathy, accuracy, grammar, brevity, or any custom criteria. The AI then scores every sent email against these standards, giving you quality metrics at the individual, team, and organizational level. This reveals coaching opportunities and top performers. #### Example Your customer service director manages a team of 30 agents and wants to provide targeted coaching but struggles to identify specific improvement areas without manually reviewing hundreds of emails. After implementing AI-powered QA scoring across five custom criteria (clarity, tone, empathy, professionalism, solution offered), she can now review each agent's performance across these dimensions. When reviewing Mark Scout's performance, she sees he scores highly on clarity, tone, empathy, and professionalism, but consistently scores low on "solution offered". He's communicating well but not actually solving customer problems. This insight would be impossible to identify through random sampling. She coaches him specifically on problem-solving approaches and providing actionable solutions. Over the following weeks, she tracks his "solution offered" score improving from 2/5 to 4/5, with his overall score rising to 92%. The coaching was targeted, measurable, and effective. ### Detect emails requiring responses AI can intelligently identify which emails actually require responses from your team, making your "unreplied emails" metrics far more actionable. By filtering out automated notifications, FYI messages, confirmations, and other emails that don't need replies, you see the real work queue. The AI learns what types of emails typically require responses from your team based on content analysis, and you can also define custom rules. For example, automatically exclude newsletters, system notifications, promotional emails, acknowledgments, and informational updates that don't contain questions or action items. #### Example Your support team's dashboard shows 797 unreplied emails, causing stress and overtime. However, the vast majority are automated shipping notifications, order confirmations, and "thank you" messages that don't require responses. After implementing AI response detection, the metric shows that 604 emails don't require a response. The real work queue is now clear: 193 unreplied emails. The team can now focus on these genuinely unanswered customer questions rather than feeling overwhelmed by noise. Response rates to emails that matter improve from 78% to 96% within a month. ## Security and privacy We understand that analyzing email content requires an elevated level of trust. Email Meter's AI features are designed with enterprise security and data privacy as fundamental priorities: * **Content processing, not storage**: Email content is analyzed to extract insights, but the content itself is not persistently stored. Only the AI-generated insights (like sentiment scores or categories) are retained. * **Enterprise-grade infrastructure**: AI processing runs on Google Vertex AI with AES-256 encryption for data at rest and TLS 1.3 for data in transit. All processing occurs within your chosen geographic region. * **Certified and audited**: Email Meter maintains ISO 27001 certification and undergoes rigorous third-party security audits annually, covering both our core product and AI features. * **Zero training commitment**: Your email data is never used to train or fine-tune AI models. This is guaranteed by Google Cloud's terms of service for Vertex AI. * **Disabled by default**: AI features are completely disabled by default and can only be enabled through explicit administrator approval, ensuring you maintain full control. For complete details about our security practices, data processing, compliance certifications, and privacy controls, see our [AI security documentation](/onboarding/ai-security). ## Getting started AI-powered email analysis with Email Meter is custom-configured to match your specific business needs and use cases. We work with you to define the exact insights you want to extract from your email communications. Determine what questions you want answered about your email content and what insights would be most valuable for your team They'll work with you to design a custom analysis framework aligned with your business goals We'll set up the AI analysis, test it with your data, and refine it until the insights match your requirements Once configured, AI insights will be available across all Email Meter reports, filters, and dashboards If you're interested in enabling AI-powered analysis, please get in touch with your Business Intelligence Consultant to discuss your specific use cases and how we can configure the analysis to deliver the insights your business needs. # Scheduled reports Source: https://docs.enterprise.emailmeter.com/dashboard/scheduled-reports Receive your Email Meter reports automatically via email Scheduled reports allow you to receive your Email Meter dashboards directly in your inbox on a recurring basis. Instead of logging in to check your metrics, you can have reports delivered automatically to you and your team. Scheduled reports are set up by our team. To request one, reach out to your Business Intelligence Consultant and they will configure it for you. ## What you'll receive Each scheduled report is delivered as an email containing a PDF with the dashboard pages you need and a link to the full dashboard in Email Meter. ## What you can configure When requesting a scheduled report, let your Business Intelligence Consultant know the following: * **Report**: which dashboard or report you want to receive (e.g., Summary, Response Times, Sent & Received). * **Pages**: which pages of the report you want included. You can choose to receive the full report or only specific pages. * **Frequency**: how often you want to receive it. Options include daily, weekly, or monthly. * **Filters**: any filter values you want applied to the report, such as date ranges or specific mailboxes. These filters will be locked in for every delivery. * **Recipients**: the email addresses that should receive the report. You can add up to 50 recipients per scheduled report. ## Managing your scheduled reports If you need to make changes to a scheduled report, such as updating recipients, adjusting the frequency, or pausing deliveries, contact your Business Intelligence Consultant. They can edit, pause, resume, or remove any scheduled report on your behalf. ## Frequently asked questions Not at the moment. Scheduled reports are configured by your Business Intelligence Consultant. Reach out to them with the details of what you'd like to receive, and they'll set it up for you. Reports are delivered as PDF attachments via email. Yes. You can include any email address as a recipient, whether internal or external. Reports can be delivered as frequently as once per day. Yes. Each scheduled report is independent, so you can have one report delivered daily and another delivered monthly, for example. # Azure Blob Storage Source: https://docs.enterprise.emailmeter.com/integrations/azure-blob-storage Integrate data from Azure Blob Storage to enrich your email data The Azure Blob Storage integration enables you to enrich your email analytics with custom data that you maintain in your Azure Blob Storage containers. Whether you're storing daily exports from your CRM, weekly updates of customer segments, or monthly department hierarchies, this integration allows you to combine your Azure-hosted data with Email Meter's email data. This integration is particularly valuable when you want to: * Track email communications with specific clients or customer segments * Analyze email performance across different departments or business units * Correlate email metrics with customer data from your CRM or other internal systems * Create custom reports that combine email analytics with your business data For example, you could maintain a CSV file in your Azure Blob Storage container with your client list and their attributes (like industry, account size, or region). Email Meter will then enrich your email analytics with this data, allowing you to see communication patterns and metrics specific to different client segments. ## Requirements Before you can integrate Azure Blob Storage with Email Meter, please make sure that you meet the requirements below: * An Azure account with administrative access * A Storage Account with Blob Storage enabled * The data you want to share stored in CSV in a Blob container ## Instructions To set up the integration, you'll need to create a Service Principal and configure the appropriate permissions. Follow these steps: Go to [Microsoft Entra admin center](https://entra.microsoft.com), and then: * Navigate to `Identity > Applications > App registrations` * Click `New registration` and provide a name for your application * After registration, note down the Directory (tenant) ID and Application (client) ID * Under `Certificates & secrets`, create a new client secret * Copy the secret value immediately, as it won't be shown again Set up IAM permissions on the bucket you will be sharing with us: * Go to Azure, select the Storage (or Container) you'd like to share with us * Navigate to Access Control (IAM), then Role Assignment * Add a role assignment * Select the "Storage Blob Data Reader" role * Assign it to the Service Principal you just created Once the previous steps are completed, please share the following information with your Project Manager or Business Intelligence Consultant: * Directory (tenant) ID * Application (client) ID * Client Secret value * Storage Account name * Container name ## Frequently asked questions We support most common data formats including CSV and JSON. Please contact your Business Intelligence Consultant to confirm the specific format requirements for your use case. The synchronization frequency depends on your specific needs and the type of data being integrated. We can set up hourly, daily, or weekly synchronization based on your requirements. Yes, you can integrate multiple containers from the same or different Storage Accounts. Each container will require its own set of permissions and configuration. # BigQuery Source: https://docs.enterprise.emailmeter.com/integrations/bigquery Consume your email statistics data from BigQuery The [BigQuery](https://cloud.google.com/bigquery) integration, also known as Direct Connection, allows you to access a materialized view that contains enriched data and metrics derived from your email activity. Unlike a traditional data connector that transfers data to your own BigQuery dataset, our integration uses Google BigQuery's built-in capabilities to share datasets. We provide secure access to a specific view within our BigQuery instance. This setup enables you to query the data directly from your BigQuery environment or any other tool that supports BigQuery as a data source. Email Meter handles the data storage, and you only pay for the processing of the queries, just like with any other dataset in BigQuery. ## Requirements Before you can connect to Email Meter's data using BigQuery, please make sure that you meet the requirements below. * A Google account * A Google Cloud Platform project with billing enabled ## Instructions If you haven't used Google Cloud before, you will need to create a Google Cloud account and project and enable billing in order to query your data from BigQuery or integrate it into other sources. If you are new to Google Cloud, you will need to create an account. Click [this link](https://console.cloud.google.com/freetrial) to do it. Go to [Google Cloud Console](https://console.cloud.google.com/projectcreate) and click on `Create new project`. You can also follow Google's detailed documentation [here](https://cloud.google.com/resource-manager/docs/creating-managing-projects). Go to the [Google Cloud Billing page](https://cloud.google.com/billing/docs/how-to/manage-billing-account) and follow the steps to link a billing account to the project. Google provides detailed instructions [here](https://cloud.google.com/billing/docs/how-to/modify-project). Once the previous steps are completed, please reach out to your Business Intelligence Consultant to request access to your dataset. ## Integrate BigQuery with other tools To integrate Google BigQuery with other tools, you will need to create a Service Account and generate a JSON key in Google Cloud. Follow these steps: ### Create a Service Account * Navigate to the [Service Accounts page](https://console.cloud.google.com/iam-admin/serviceaccounts) in Google Cloud Console. * Click on `Create Service Account` and follow the steps to name it and assign the proper roles. You can find detailed instructions on Google's documentation [here](https://cloud.google.com/iam/docs/service-accounts-create). ### Generate a JSON key * Find your newly created service account on the [Service Accounts page](https://console.cloud.google.com/iam-admin/serviceaccounts) in Google Cloud Console. * Click on the service account, then go to the `Keys` tab. * Click on `Add Key` and select `Create new key`. * Choose `JSON` as the key type and click `Create`. * The JSON key file will be downloaded to your computer. This is the key you will use to integrate other tools with BigQuery. You can find detailed instructions on Google's documentation [here](https://cloud.google.com/iam/docs/keys-create-delete). ### Integrate with BigQuery While we don't directly support the integrations between BigQuery and other Business Intelligence tools, here you can find a curated list of guides on how to integrate Email Meter into other tools: * [Domo](https://www.domo.com/appstore/connector/google-bigquery-service-connector/overview) * [Power BI](https://learn.microsoft.com/es-es/power-query/connectors/google-bigquery) * [ThoughtSpot](https://docs.thoughtspot.com/software/latest/connections-gbq) * [Zapier](https://zapier.com/apps/google-bigquery/integrations) ## Query examples Once you have access to your dataset, you can start querying your email data to extract meaningful business insights. Explore practical SQL query examples for email volume analysis, response time tracking, SLA compliance, and more. ## Frequently asked questions Billing is required to use BigQuery. However, you will only be billed for the queries you perform. You can always monitor your usage and adjust your queries to optimize costs according to your needs. We offer multiple ways to securely access your data in BigQuery. Access can be shared directly to specific Google Accounts, Google Groups or to a Google Cloud service account, which is the option we recommend. As our email analytics product is customized to your needs, each client's schema might be a bit different. Please get in touch with your Business Intelligence Consultant to request your own schema. # CRM integrations Source: https://docs.enterprise.emailmeter.com/integrations/crm-overview Enrich your email analytics with business context from your CRM CRM integrations allow you to sync your CRM companies and contact fields directly into Email Meter. Once connected, you can analyze your email communications with full business context rather than just email addresses and domains. By default, Email Meter shows breakdowns of your email communications by mailbox, email addresses and domains. You can see metrics like email volume, response times, and communication patterns broken down by: * **Individual email addresses**: `john@acmecorp.com` * **Domains**: `acmecorp.com` * **Your team members' mailboxes**: `employee@yourcompany.com` You can filter and segment your analytics using these same dimensions. This is helpful for understanding communication at the address and domain level, but limited when you want to understand the business story behind the metrics. ## Adding business context with CRM integration When you integrate Email Meter with your CRM, we automatically map email addresses and domains to your CRM records. This means every email metric can now be viewed through the lens of your business data: * **Company names** instead of just domains * **Contact properties** like role, seniority, or location * **Account information** like customer type, deal stage, or account value * **Any custom fields** you track in your CRM This means you can filter and segment all your email analytics using the same business dimensions your team already uses to make decisions. ## What you can do with CRM-enriched data ### Filter by CRM data points Once your CRM is connected, all the fields and properties from your CRM become available as filters in Email Meter. This allows you to focus your analysis on specific segments that matter to your business. If your CRM tracks customer tier, industry, account owner, or deal stage, you can apply any of these as filters to narrow down what you're looking at. Instead of viewing all email activity across your entire customer base, you can focus on just Enterprise customers, or just Healthcare accounts, or just deals in a specific stage. #### Example Your sales manager notices response times have increased this month and wants to understand if this is affecting deal progression. By filtering to `Deal Stage = Negotiation`, she discovers that accounts in this critical stage are averaging 6 hours and 37 minutes to respond, well above the team's 4-hour target. She can now address this specific bottleneck without being distracted by response times to closed deals or early-stage prospects, which are performing fine. ### Break down metrics by CRM properties Beyond filtering to view one segment at a time, you can break down any metric by your CRM properties to compare all segments side-by-side. This reveals patterns and differences across your customer base. Any metric in Email Meter (response times, email volume, thread length, reply rates...) can be segmented using any field from your CRM. You might break down response times by customer tier, email volume by industry, or SLA compliance by account owner. This gives you a complete picture of how different business segments compare on the metrics that matter. #### Example Your support team has a general 8-hour response time SLA, but you suspect performance varies significantly across customer tiers. By breaking down response times by Customer Tier, you immediately see the full picture: Enterprise accounts average 3.8 hours (95% within SLA), Mid-Market accounts average 7.2 hours (78% within SLA), and Small Business accounts average 15.4 hours (62% within SLA). This reveals that your team is naturally prioritizing high-value customers, which is good. You can now set tiered SLA targets that reflect this reality (4 hours for Enterprise, 8 hours for Mid-Market, 24 hours for Small Business) rather than enforcing a one-size-fits-all standard that doesn't match how your business actually operates. ### Create custom metrics and dashboard pages Beyond filtering and breaking down existing metrics, Email Meter can build entirely new metrics and specialized dashboard pages based on the unique data points in your CRM. This means creating custom analytics that answer specific business questions your team has. These custom solutions are tailored to your business. We work with you to understand what questions you need answered, then build the metrics, visualizations, and alerts that address those needs. This might be a dashboard page focused on a specific team's workflow, a new calculated metric based on your CRM fields, or automated alerts triggered by patterns in both your email and CRM data. #### Example Your Customer Success team is struggling with churn and wants to identify at-risk accounts earlier. Your CRM tracks a "Termination Date" field for churned customers. Email Meter analyzes email patterns from these churned accounts and discovers that 85% showed a 40% decrease in email engagement during the 90 days before termination. With this insight, Email Meter creates a custom "Churn Risk Dashboard" that tracks email engagement trends for all active accounts, with automated alerts when any account shows a similar decline pattern. Now your CS team gets notified 2-3 months before potential churn, giving them time to proactively reach out and address concerns before it's too late. ## Getting started CRM integrations with Email Meter are custom-made to match your specific needs and use cases. We can sync the exact fields and properties that matter most to your business. Decide which CRM fields and properties you want to use in your email analytics They'll work with you to configure the integration Follow the setup instructions for your specific CRM platform Once synced, your CRM data will be available across all Email Meter reports and filters If you're interested in setting up a CRM integration, please get in touch with your Business Intelligence Consultant to discuss the specifics of your integration and how it can be tailored to your requirements. # Exporting your data Source: https://docs.enterprise.emailmeter.com/integrations/exporting-data Export your email analytics data to use it with other tools We offer a different ways to export your email analytics, allowing you to create custom reports and use your data across different platforms. ## Export data from a chart If you need to export information that is already presented in your dashboard, you can easily export it by hovering over the chart or table you wish to export, right-click or select the three dots icon `···` and selecting `Export`. Then, a modal will open where you can name your file and choose the format you need (CSV, CSV prepared for Excel, or Google Sheets). Any filters and date range settings applied on your dashboard will also be reflected in the exported data. ## Export raw email data The Raw Data Export feature is the best option if you want to calculate your own metrics. It allows you to export individual emails with the necessary data fields to calculate other metrics such as email volumes, average response times, and more. To use this, go to the Raw Data Export page on your email analytics dashboard, set your desired time range, and apply filters you want. After adjusting these settings, find the table, click on the `...` icon, and select `Export`. You will then be able to choose from different export options, including CSV, CSV prepared for Excel, or Google Sheets. ## Export using BigQuery Our [BigQuery integration](/integrations/bigquery) offers ways to export your email statistics directly, use SQL to ask your own questions or integrate your data with other tools. If you're interested, please get in touch with your Business Intelligence Consultant. # Hubspot Source: https://docs.enterprise.emailmeter.com/integrations/hubspot Connect Email Meter with Hubspot to enrich your email analytics The Hubspot integration enables you to enrich your email analytics with data from your Hubspot CRM. Each integration is custom-made to match your specific needs and use cases. Please get in touch with your Email Meter representative to discuss the specifics of your integration and how it can be tailored to your requirements. This integration allows you to combine your Hubspot contact and company data with Email Meter's email analytics, providing deeper insights into your email communications. This integration is particularly valuable when you want to: * Filter email analytics by Hubspot contact properties * Group email statistics by company name instead of email domain * Analyze communication patterns with different customer segments For example, you could analyze email response times specifically for your "Prospects" contacts, or see how your team's communication patterns differ between "Enterprise" and "SMB" accounts. The integration automatically syncs this data, allowing you to create more meaningful and actionable email analytics reports. ## Generate a Hubspot API token To connect Email Meter with Hubspot, you'll need to generate a private app access token. Follow these steps: Go to [Hubspot](https://app.hubspot.com/), and then: * Click the settings icon in the main navigation bar * Navigate to `Account Management > Integrations > Private Apps` * Click `Create a private app` * Provide a name for your app (we recommend using `Email Meter`) * Add a description (optional) * If you want to use a logo to identify the application, you can use [this one](https://storage.googleapis.com/em-docs/enterprise-documentation/images/em%2Bhubspot--icon.png) Select the following scopes for your private app: * `crm.lists.read` * `crm.objects.companies.read` * `crm.objects.contacts.read` * `crm.objects.custom.read` * `settings.users.read` * `crm.export` * Click `Create app` * Click `Continue creating` * Copy the access token that is generated * Store it securely Once you have generated the token, please share it with your Project Manager or Business Intelligence Consultant. They will configure the integration on our side. ## Frequently asked questions Each Hubspot integration is custom-made to match your specific needs and use cases. Please get in touch with your Email Meter representative to discuss the specifics of your integration and how it can be tailored to your requirements. Data is synchronized daily by default. The sync frequency can be adjusted based on your specific needs. Please contact your Business Intelligence Consultant to discuss custom synchronization schedules. Yes, you can revoke access at any time by deleting the private app in your Hubspot settings. This will immediately stop the data synchronization. # Power BI Source: https://docs.enterprise.emailmeter.com/integrations/powerbi Create your own email analytics reports in Power BI The [Power BI](https://www.microsoft.com/en-us/power-platform/products/power-bi) integration allows you to connect directly to your Email Meter data to create custom reports and dashboards using your email analytics data. ## Requirements Before you can analyze Email Meter's data using Power BI, please make sure you have: * Power BI Desktop installed on your computer * A Google account * A Google Cloud Platform project with billing enabled * Access to your Email Meter dataset in [BigQuery](/integrations/bigquery) ## Instructions ### Add the data source in Power BI Launch the Power BI Desktop application in your computer, and click on the `Get data` option in the top menu bar. If this option isn't visible, go to `File > Get data` and click on `Get data to get started`. A modal will now open. Use the search bar to find `BigQuery`. Now, select `Google BigQuery` from the list and click on the `Connect` button. ### Connect to BigQuery Now, you will be prompted to `Sign in with Google`. Just enter your email and password and confirm the connection when asked. ### Choose your dataset Once connected, you will see a list of the datasets and tables that you can access in BigQuery. Find your Email Meter dataset, select it and click the `Load` button. When asked, choose `DirectQuery` as the connection method. ### Create your Power BI report. You can now design your custom Power BI report using Email Meter's data. We also offer a pre-built Power BI template that includes most of the common metrics and use case, so you can use it as a starting point to create your own report. If you're interested in this, please reach out to your Business Intelligence Consultant for more information. # Salesforce Source: https://docs.enterprise.emailmeter.com/integrations/salesforce Connect Email Meter with Salesforce to enrich your email analytics The Salesforce integration enables you to enrich your email analytics with data from your Salesforce CRM. Each integration is custom-made to match your specific needs and use cases. Please get in touch with your Email Meter representative to discuss the specifics of your integration and how it can be tailored to your requirements. This integration allows you to combine your Salesforce contact, account, and opportunity data with Email Meter's email analytics, providing deeper insights into your email communications. This integration is particularly valuable when you want to: * Filter email analytics by Salesforce contact or account properties * Group email statistics by account name instead of email domain * Analyze communication patterns with different customer segments or opportunity stages For example, you could analyze email response times specifically for contacts in the "Negotiation" stage, or see how your team's communication patterns differ between "Enterprise" and "SMB" accounts. The integration automatically syncs this data, allowing you to create more meaningful and actionable email analytics reports. ## Set up Salesforce API access To connect Email Meter with Salesforce, you'll need to create a Connected App and generate API credentials. Follow these steps: Go to your Salesforce instance, and then: * Click the gear icon and select `Setup` * In the Quick Find box, search for `App Manager` * Navigate to `Apps > App Manager` * Click `New Connected App` * Fill in the basic information: * Connected App Name: `Email Meter` * API Name: `Email_Meter` (auto-populated) * Contact Email: your email address In the API (Enable OAuth Settings) section: * Check `Enable OAuth Settings` * Set the Callback URL to your Salesforce instance URL followed by `/services/oauth2/success`. For example: ``` https://yourcompany.my.salesforce.com/services/oauth2/success ``` * Select the following OAuth scopes: * Access and manage your data (`api`) * Perform requests on your behalf at any time (`refresh_token`, `offline_access`) * Click `Save` * Wait 10 minutes for the changes to take effect After saving, you need to configure the OAuth policies: * Go back to `App Manager` and find the `Email Meter` app * Click the dropdown arrow on the right and select `Manage` * Click `Edit Policies` * Under OAuth Policies, set: * Permitted Users: `All users may self-authorize` * IP Relaxation: `Relax IP restrictions` * Click `Save` After saving, you'll need to collect the following information: * Click `Manage Consumer Details` to view your **Consumer Key** (Client ID) and **Consumer Secret** (Client Secret) * You may need to verify your identity via email or authenticator app * Copy both values and store them securely To complete the integration, you need to generate a refresh token by authorizing the Connected App. In the following steps, replace `yourcompany.my.salesforce.com` with your actual Salesforce instance URL. 1. Open a browser and visit the following URL (replace `YOUR_CONSUMER_KEY` with your actual Consumer Key): ``` https://yourcompany.my.salesforce.com/services/oauth2/authorize?response_type=code&client_id=YOUR_CONSUMER_KEY&redirect_uri=https://yourcompany.my.salesforce.com/services/oauth2/success ``` 2. Log in with your Salesforce credentials and click **Allow** to authorize the app. 3. After authorization, you'll be redirected to a URL like: ``` https://yourcompany.my.salesforce.com/services/oauth2/success?code=AUTHORIZATION_CODE ``` Copy the `code` value from the URL (everything after `code=`). 4. Open a terminal and run the following command to exchange the authorization code for a refresh token. Replace the placeholder values with your actual credentials: ```bash theme={null} curl -X POST https://yourcompany.my.salesforce.com/services/oauth2/token \ -d "grant_type=authorization_code" \ -d "code=AUTHORIZATION_CODE" \ -d "client_id=YOUR_CONSUMER_KEY" \ -d "client_secret=YOUR_CONSUMER_SECRET" \ -d "redirect_uri=https://yourcompany.my.salesforce.com/services/oauth2/success" ``` If you are not familiar with the terminal, you can use [Postman](https://www.postman.com/) to send the request instead. 5. The response will look like this: ```json theme={null} { "access_token": "00D2v000001XKxi...", "refresh_token": "5Aep861dlMxAL...", "signature": "MK/YGMNQhPSSnKtYicXlaU...", "scope": "refresh_token web api", "instance_url": "https://yourcompany.my.salesforce.com", "id": "https://login.salesforce.com/id/00D2vKxiEAG/0045Q09vAAL", "token_type": "Bearer", "issued_at": "1570030000198" } ``` Copy the `refresh_token` value and store it securely. Once you have generated the credentials, please share the following with your Project Manager or Business Intelligence Consultant: * Consumer Key (Client ID) * Consumer Secret (Client Secret) * Refresh Token * Your Salesforce instance URL (e.g., `https://yourcompany.my.salesforce.com`) Never send credentials via unencrypted email. Use a secure sharing tool like [One-Time Secret](https://onetimesecret.com/) or [Bitwarden Send](https://bitwarden.com/products/send/). They will verify everything and configure the integration on our side. ## Frequently asked questions Each Salesforce integration is custom-made to match your specific needs and use cases. Common data includes Contacts, Accounts, Opportunities, and custom objects. Please get in touch with your Email Meter representative to discuss the specifics of your integration and how it can be tailored to your requirements. You need at least the Enterprise edition of Salesforce, or the Professional Edition with API access purchased as an add-on. If you're unsure about your edition, contact your Salesforce administrator. Data is synchronized daily by default. The sync frequency can be adjusted based on your specific needs. Please contact your Business Intelligence Consultant to discuss custom synchronization schedules. Yes, you can revoke access at any time by deactivating or deleting the Connected App in your Salesforce settings. This will immediately stop the data synchronization. # Snowflake Source: https://docs.enterprise.emailmeter.com/integrations/snowflake Push your email statistics data directly to your Snowflake instance The [Snowflake](https://www.snowflake.com/) integration allows Email Meter to push enriched email analytics data directly to your own Snowflake instance. This enables you to combine your email statistics with other business data in your data warehouse. The Snowflake integration transfers data to a database that you own and control. This gives you full ownership of the data and the flexibility to transform, combine, and query it alongside your other datasets. Email Meter handles the data synchronization process, ensuring your Snowflake instance receives regular updates with the latest email metrics and analytics. ## Requirements Before you can set up the Snowflake integration, please make sure that you meet the requirements below: * A Snowflake account with administrative access * A dedicated database for Email Meter data * A Snowflake user with permissions to create schemas in the target database * A Snowflake warehouse for data loading operations ## Instructions To set up the integration, you'll need to create a dedicated user and configure the appropriate permissions in your Snowflake account. Follow these steps: Log in to your Snowflake account and create a dedicated database for Email Meter data: ```sql theme={null} CREATE DATABASE IF NOT EXISTS EMAILMETER; ``` You can customize the database name according to your naming conventions. Create a warehouse that will be used for data loading operations: ```sql theme={null} CREATE WAREHOUSE IF NOT EXISTS EMAILMETER_WH WAREHOUSE_SIZE = 'XSMALL' AUTO_SUSPEND = 60 AUTO_RESUME = TRUE; ``` The warehouse size can be adjusted based on your data volume. An X-Small warehouse is typically sufficient for most use cases. Create a dedicated role and user for the Email Meter integration: ```sql theme={null} CREATE ROLE IF NOT EXISTS EMAILMETER_ROLE; CREATE USER IF NOT EXISTS EMAILMETER_USER DEFAULT_ROLE = EMAILMETER_ROLE DEFAULT_WAREHOUSE = EMAILMETER_WH; ``` Generate a private and public key pair for authentication. Run these commands in your terminal: ```bash theme={null} # Generate encrypted private key openssl genrsa 2048 | openssl pkcs8 -topk8 -inform PEM -v2 aes-256-cbc -out snowflake_emailmeter_key.p8 # Generate public key openssl rsa -in snowflake_emailmeter_key.p8 -pubout -out snowflake_emailmeter_key.pub ``` You will be prompted to create a passphrase for the private key. Make sure to save this passphrase securely. Extract the public key value (without the header/footer lines) and assign it to the user: ```sql theme={null} ALTER USER EMAILMETER_USER SET RSA_PUBLIC_KEY='MIIBIjANBgkqh...your_public_key_here...'; ``` The public key value is the content of the `.pub` file without the `-----BEGIN PUBLIC KEY-----` and `-----END PUBLIC KEY-----` lines. Grant the necessary permissions to the role: ```sql theme={null} GRANT USAGE ON WAREHOUSE EMAILMETER_WH TO ROLE EMAILMETER_ROLE; GRANT USAGE ON DATABASE EMAILMETER TO ROLE EMAILMETER_ROLE; GRANT CREATE SCHEMA ON DATABASE EMAILMETER TO ROLE EMAILMETER_ROLE; GRANT ROLE EMAILMETER_ROLE TO USER EMAILMETER_USER; ``` Once the previous steps are completed, please share the following information with your Project Manager or Business Intelligence Consultant: * **Host**: Your Snowflake host URL (e.g., `xy12345.us-east-1.aws.snowflakecomputing.com`) * **Role**: The role name (e.g., `EMAILMETER_ROLE`) * **Warehouse**: The warehouse name (e.g., `EMAILMETER_WH`) * **Database**: The database name (e.g., `EMAILMETER`) * **Username**: The user name (e.g., `EMAILMETER_USER`) * **Private key**: The private key file (`snowflake_emailmeter_key.p8`) * **Private key passphrase**: The passphrase used to encrypt the private key You can find your Snowflake host URL in your browser's address bar when logged into Snowflake. It follows the format `account-identifier.region.cloud.snowflakecomputing.com` (e.g., `xy12345.us-east-1.aws.snowflakecomputing.com`). ## Integrate Snowflake with other tools Once your email analytics data is in Snowflake, you can easily connect it to your favorite Business Intelligence tools. Here are some popular integrations: * [Tableau](https://help.tableau.com/current/pro/desktop/en-us/examples_snowflake.htm) * [Power BI](https://learn.microsoft.com/en-us/power-bi/connect-data/desktop-connect-snowflake) * [Looker](https://cloud.google.com/looker/docs/db-config-snowflake) * [Metabase](https://www.metabase.com/docs/latest/databases/connections/snowflake) * [Sigma](https://help.sigmacomputing.com/docs/connect-to-snowflake) ## Frequently asked questions Data synchronization frequency depends on your specific requirements. We typically offer daily synchronization, but more frequent updates can be configured based on your needs. Please discuss your requirements with your Business Intelligence Consultant. We support all Snowflake cloud regions across AWS, Azure, and Google Cloud. Your data will be transferred to whichever region hosts your Snowflake account. Yes, you can use an existing database. Just make sure the dedicated role has the appropriate permissions to create schemas in the target database. As our email analytics product is customized to your needs, each client's schema might be a bit different. Please get in touch with your Business Intelligence Consultant to request your own schema documentation. Key pair authentication provides enhanced security compared to username/password authentication. It uses RSA key pairs, which are more resistant to brute-force attacks and don't require storing passwords. This is the industry-recommended approach for production environments and automated integrations. # Overview Source: https://docs.enterprise.emailmeter.com/introduction Welcome to Email Meter Enterprise ## Installation and onboarding The first step to get started with Email Meter is to install the application on your domain so we can connect to your mailboxes to start generating email statistics. Follow this guide if you're using Google Workspace Follow this guide if you're using Microsoft 365 ## Set up your workspace Learn about Email Meter Enterprise's basic features and kickstart your workspace. Manage the mailboxes you're tracking email statistics for Manage who can see email statistics Ensure metrics are aligned with your team's schedule Prevent slow responses and missed emails # Installation on Google Workspace Source: https://docs.enterprise.emailmeter.com/onboarding/install-google Install Email Meter on your Google Workspace domain Email Meter Enterprise needs to be installed on your domain. This means installation needs to be performed by an administrator, or any user with enough permissions to do this in your Google Workspace admin panel. ## Install on the Google Workspace Marketplace Email Meter Enterprise needs to be installed on your domain. Click the following link to go to the Email Meter Enterprise application on the Google Workspace Marketplace. Click here to install the Email Meter application on the Google Workspace Marketplace If you want to use AI-powered features (such as automatic categorization or sentiment analysis), you'll need to install a different version of the application that has the required permissions to access email body content. You can install it from [this link](https://workspace.google.com/marketplace/app/email_meter_enterprise_with_body_access/420061934963). Make sure that you're logged in with your Google Workspace Admin account to the Marketplace. Then, click on "Domain install" as shown below. When the consent pop-up appears, click on "Continue". Then, select if you want to install it on the entire domain or restrict the application access to specific groups of users. If you decide to restrict permissions to specific mailboxes, we recommend using Access Groups rather than Organizational Units. You can read more about it [here](/onboarding/restrict-access/google). Done! Email Meter Enterprise is now installed. ## Submit the onboarding form Once the application is installed, you'll need to fill out the onboarding form. Click here to go to the onboarding form In the onboarding form, you will be asked to provide information such as the mailboxes that need to be tracked, the users that need access to see email statistics, the level of access they should have, business hours, timezone and other relevant settings. Our team will be automatically notified and will start building your custom email statistics dashboard. # Installation on Microsoft 365 Source: https://docs.enterprise.emailmeter.com/onboarding/install-microsoft Install Email Meter on your Microsoft 365 domain Email Meter Enterprise needs to be installed on your domain. This means installation needs to be performed by an administrator, or any user with enough permissions to do this in the Microsoft admin center. ## Install on your Microsoft 365 domain Click the following link to go to the Email Meter Enterprise application on your Microsoft 365 domain. Click here to install the Email Meter application on your Microsoft 365 domain You’ll be redirected to a Microsoft 365 login page. Sign in using a global admin account (or a user with a privileged administrator role) and accept the permissions on the consent screen. You’ll be automatically redirected to an Email Meter page that confirms the installation. You can restict Email Meter’s access to specific mailboxes by using mail-enabled security groups and an ApplicationAccessPolicy. You can read more about it [here](/onboarding/restrict-access/microsoft). That’s it! Email Meter Enterprise is now installed on your domain. ## Submit the onboarding form Once the application is installed, you’ll need to fill out the onboarding form. Click here to go to the onboarding form In the onboarding form, you will be asked to provide information such as the mailboxes that need to be tracked, the users that need access to see email statistics, the level of access they should have, business hours, timezone and other relevant settings. Our team will be automatically notified and will start building your custom email statistics dashboard. # Permissions on Google Workspace Source: https://docs.enterprise.emailmeter.com/onboarding/permissions-requested/google Understand the scopes that Email Meter needs to work In order to ingest email to generate email statistics, Email Meter connects to your mailboxes using the Gmail API. This page lists the permissions that Email Meter requires and provides information on what each permission is used for. | Scope | Description | Used for | | -------------- | ------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------- | | gmail.metadata | Read resources metadata including labels, history records, and email message headers, but not the message body or attachments. | This scope allows Email Meter to access email metadata, such as the email headers, to generate accurate email statistics. | We never process or store the body or attachments of your emails because we don’t have access to them. The only information that we analyze are the headers which contain data such as: from, to, subject, label or date. # Permissions on Microsoft 365 Source: https://docs.enterprise.emailmeter.com/onboarding/permissions-requested/microsoft Understand the scopes that Email Meter needs to work In order to ingest email to generate email statistics, Email Meter connects to your mailboxes using the Microsoft Graph API. This page lists the permissions that Email Meter requires and provides information on what each permission is used for. | Permission | Display String | Description | Used for | | --------------- | ----------------------------- | --------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------ | | Mail.Read | Read mail in all mailboxes | Allows the app to read mail in the mailboxes that Email Meter is granted access to, without a signed-in user. | Reading email headers in user’s mailboxes to generate email statistics. | | User.Read.All | Read all users' full profiles | Allows the app to read the full set of profile properties, reports, and managers of other users in your organization. | Getting the full name and profile picture of users. | | Domain.Read.All | Read-only | Allows the app to read the domain list. | Setting the default domains that are considered as internal on the email metric calculations. This can be manually customized later. | Although `Mail.Read` gives the app permission to read the body of our emails, none of Email Meter’s systems read, process or store the body or attachments of emails. This scope is essential at the moment, but we'll use a more restricted scope as soon as it's introduced by Microsoft. Please get in touch if you want more details about this. We use `Mail.Read` to access Extended Properties, which are not available with the more limited `Mail.ReadBasic.all` scope. These properties are needed to: * Understand if an email is `Sent` or `Received`. * Identify which email another email is replying to. * Calculating response times. You can read more about Extended properties on Microsoft's documentation [here](https://learn.microsoft.com/en-us/graph/api/resources/extended-properties-overview?view=graph-rest-1.0). # Our process Source: https://docs.enterprise.emailmeter.com/onboarding/process From the initial call to implementation Everyone uses email differently, and as such, we believe that understand that email analytics solutions are not one-size-fits-all. That’s why at our Enterprise tier we work directly with each client to develop a custom solution that meets their unique needs. Our process begins with an in-depth discussion about your email workflow and the insights you want to uncover. This involves one or more calls with our team, where we work collaboratively to define the optimal setup to tackle your unique challenges. Once we have a clear understanding of your needs, your team will install Email Meter on your domain via [Google Workspace](/onboarding/install-google) or the [Microsoft 365 Admin Center](/onboarding/install-microsoft). You’ll be asked to complete an onboarding form, providing us with essential information to kickstart the process. Our team will then start developing your personalized email analytics solution. This generally takes two to five days, although it may vary depending on the project's complexity and the specific features required. Once development is completed, your Business Intelligence Consultant will personally deliver it to you and conduct an onboarding session tailored for your company. We will also offer training sessions for your team to make sure you fully leverage the capabilities of Email Meter. # Restrict access in Google Workspace Source: https://docs.enterprise.emailmeter.com/onboarding/restrict-access/google Restrict Email Meter access to specific mailboxes only As an administrator, you can turn on Email Meter's access for a specific group of users rather than the entire domain or an organizational unit. This lets you control access for specific users without changing your organizational structure. You might not have permission to do these steps. Make sure you're signed in to an administrator account on your Google Workspace domain. ## During the installation During the installation of Email Meter Enterprise via the Google Workspace Marketplace, you're presented with a choice: install the application for the entire domain or limit it to selected users via Access Groups. Choose "Certain groups or organizational units" and it will take you to a screen where you can specify the groups that Email Meter will have access to. ## After installation From your Google Workspace Admin Console, go to **Apps > Google Workspace Marketplace apps**. Select Email Meter Enterprise. Under the User Access section, you'll find the option to "View organizational units and groups". Here, you can deactivate the app for all users and then selectively activate it for designated Access Groups, ensuring precise control over who can utilize Email Meter within your organization. No, it's not necessary to grant access to all users who access Email Meter. Email Meter requires access only to the mailboxes that are being tracked: this means that only the accounts for which you want to generate email statistics need to be granted access. While you can technically do it, we don't recommend to rely on OUs to restrict Email Meter's access. The advantage of using Access Groups is that users can be included in multiple Access Groups, while they can only belong to one Organizational Unit (which are often used for other purposes). By using a specific Access Group to manage access to Email Meter, you can make sure that users' access isn't accidentally revoked. Email Meter will lose access to the account and will no longer be able to gather email statistics from it. Follow the steps on Google's official documentation [here](https://support.google.com/a/answer/9050643?hl=en). # Restrict access in Microsoft 365 Source: https://docs.enterprise.emailmeter.com/onboarding/restrict-access/microsoft Restrict Email Meter access to specific mailboxes only ## Create a mail-enabled security group Log into your Microsoft 365 admin portal and click on Groups > Active. Choose Mail-enabled security on the secondary navigation menu. Click on Add a group to create a new group. On the following screen, select Mail-enabled security group. Then, select the name, owners and members that you desire. Once created, you can click into the just created Mail-enabled security group and click on “Members” to choose the members that you want to add to the security group. Those will be the only mailboxes that Email Meter will be able to get data from. ## Create an ApplicationAccessPolicy Now you’ll need to create an ApplicationAccessPolicy to limit Email Meter's access to the specific mailboxes you’ve added to the Mail-enabled security group. For detailed instructions on connecting to Exchange Online PowerShell, please read Microsoft's documentation [here](https://learn.microsoft.com/en-us/powershell/exchange/exchange-online/connect-to-exchange-online-powershell/connect-to-exchange-online-powershell?view=exchange-ps\&preserve-view=true) In PowerShell, run the following command, replacing the arguments for PolicyScopeGroupId, and Description. ```powershell theme={null} New-ApplicationAccessPolicy -AppId ded01d8e-6870-47b2-8d53-0278cf850df1 -PolicyScopeGroupId securitygroup@yourcompany.com -AccessRight RestrictAccess -Description "Restrict this app to members of the Mail-enabled security group." ``` ## Test the restriction Once this is done, you’ll be able to easily test that the policy is restricting access to the members in the Security Group by running a PowerShell command. Just replace the argument for Identity, and run the following command: ```powershell theme={null} Test-ApplicationAccessPolicy -Identity exampleuser@yourcompany.com -AppId ded01d8e-6870-47b2-8d53-0278cf850df1 ``` Changes to application access policies can take longer than 1 hour to take effect in Microsoft Graph REST API calls, even when Test-ApplicationAccessPolicy shows positive results. ## Frequently asked questions No, it's not necessary to grant access to all users who access Email Meter. Email Meter requires access only to the mailboxes that are being tracked: this means that only the accounts for which you want to generate email statistics need to be granted access. # Security overview Source: https://docs.enterprise.emailmeter.com/onboarding/security Learn about our data security practices and compliance measures ![](https://storage.googleapis.com/em-docs/enterprise-documentation/images/security--background.webp) ## Basics As your inbox contains exceptionally sensitive and important information, the security of your data lies at the very heart of everything we do. Our team has years of security experience under their belt, having worked on large-scale projects for companies such as Google, Yahoo, Comcast and others. ## Certifications Email Meter has received an ISO 27001 certification demonstrating that it has the appropriate controls in place to mitigate the risks related to security. You can download a copy [here](https://drive.google.com/file/d/1-xvNDeQCVdXO_HA3eWruk3iHPW5ertN1/view?usp=sharing). Email Meter is also audited by a third party, with rigorous security audits conducted yearly. You can download the latest certificate [here](https://storage.googleapis.com/em-docs/enterprise-documentation/images/Email%20Meter%20-%20TAC%20Security%20Assessment.pdf). ## What data does Email Meter have access to? Email Meter only accesses email metadata. The only information that we analyze are the email headers which contain data such as: from, to, subject, label or date. We never process or store the body or attachments of your emails. ## Where does Email Meter store data? We store data in Google Cloud Platform (GCP), which is highly scalable, secure and reliable. You can read more about it [here](https://cloud.google.com/security/infrastructure?hl=en). By default your data is stored in the European Union, but Email Meter offers multiple data residency options to ensure customers control over where their data is stored. ## Resources Download our security data sheet for Google workspaces Download our security data sheet for Microsoft 365 workspaces ## Custom questionnaires If your organization has non-standard requirements or custom security questionnaires that you want us to complete, please get in touch with your Sales Manager or send an email to [security@emailmeter.com](mailto:security@emailmeter.com). ## Report a vulnerability To report a security issue, please email [security@emailmeter.com](mailto:security@emailmeter.com). ## Frequently asked questions The region where your data is stored can be chosen during your onboarding process. By default, data is stored on the European Union. If you want to choose a different region, please speak with your Business Intelligence Consultant. All data sent to or from Email Meter is encrypted in transit via TLS 1.3 and at rest with AES-256 encryption. Email Meter only accesses email metadata, which is always encrypted and never leaves the Google Cloud. We don't require access to the body or attachment of emails to generate email statistics. You can find the list of our sub-processors [here](https://www.emailmeter.com/legal/data-subprocessors). Administrators can easily provide and revoke roles and permissions for teams and users. All permissions can be set granularly. Email Meter is fully compliant with GDPR & CCPA. We also strive for compliance in EU/US data regulations. You can always check what data we do have access to, and revoke our access to that data, at any time. We keep your data indefinitely for the duration of your subscription unless you request deletion by contacting us directly. Contact us at [security@emailmeter.com](mailto:security@emailmeter.com) and we can help. # Debugging tips Source: https://docs.enterprise.emailmeter.com/other-bits/debugging A collection of answers to frequently asked questions We share some answers to common issues below. Confused about why the numbers of emails sent and replied don't match up? Create a Google account with your existing Microsoft email to be able to see your Email Meter dashboard Ensure emails sent from a Shared Mailbox are stored in the proper way for Email Meter to track them Understand how Exchange Multi-Geo affects agent attribution and what your options are Please reach out to us if you run into problems, but these articles might help you resolve any problems quickly. # Integrate Microsoft SSO with Google Source: https://docs.enterprise.emailmeter.com/security-access/sso-microsoft Enable users to login with their Microsoft SSO At Email Meter, we use [Looker Studio](https://cloud.google.com/looker-studio?hl=es) to power our email statistics dashboards. [Looker Studio](https://cloud.google.com/looker-studio?hl=es) is a modern BI & analytics platform used to tell stories with data. To view your company's email statistics dashboard in Looker Studio, **users will need to be signed into a Google account**. With this guide, you will learn how to integrate Google with Microsoft Entra ID. After completing these steps, users will be able to sign-in to Email Meter with Google using their existing Microsoft SSO. To follow this guide, you will need administrator permissions on both Microsoft and Google admin panels. ## Requirements To get started, you will need: * A Microsoft 365 subscription * A Google Workspace tenant If you don't have a Google Workspace tenant, you can contact us to help you set one up. Alternatively, we can offer a Google Workspace tenant managed by Email Meter to set up your SSO. ## Instructions ### Create a SAML profile in Google Workspace * Open a new tab in your browser, and sign in to the [Google Admin](https://admin.google.com). * On the left sidebar, go to `Security > Authentication > SSO with third party IdP`. * On the `Third-party SSO profiles` section, click on `Add SAML profile`. * A modal will open. There, you will need to input some information. * `SSO profile name`: type `Microsoft SSO - SAML`, or any naming of your choice. * `IDP entity ID`: leave blank. * `Sign-in page URL`: leave blank. * `Sign-out page URL`: leave blank. * `Change password URL`: leave blank. * Don't update a verification certificate yet. * Once everything is filled, click `Save`. * The `SAML SSO profile` page that appears contains two URLs (`Entity ID` and `ACS URL`). Save these URLs, as you will need them in the next section when you configure Microsoft Entra ID. ### Install the Google Cloud connector in Microsoft Entra ID * Sign in to the [Microsoft Entra admin center](https://entra.microsoft.com/). * Go to `Identity > Applications > Enterprise applications` and then click on `New application`. * In the search bar, type "Google Cloud". * Select `Google Cloud / G Suite Connector by Microsoft` from the results. A drawer menu will appear on the left. Now, click on the `Create` button to add the application. * Wait a few seconds, and the application will be added to your tenant. ### Set up Microsoft Entra SSO Now, you need to establish a relationship between your users in Microsoft Entra and the related user in Google Cloud. * Sign in to the [Microsoft Entra admin center](https://entra.microsoft.com/). * Go to `Identity > Applications > Enterprise applications > Google Cloud / G Suite Connector by Microsoft`. There, go to the `Single-sign-on` section. * Select the `SAML` option. * On the `Basic SAML Configuration` section, click on the pencil icon to edit the settings. * In the `Identifier` textbox, paste the `Entity ID` that you saved previously from the Google admin, and set `Default` to `enabled`. Remove all other entries. * In the `Reply URL` textbox, paste the `ACS URL` that you saved previously from the Google admin. * In the `Sign on URL` textbox, paste the custom URL that the Email Meter team has provided to you. If you don't have it, please get in touch with your point of contact. * Then, click `Save` to save your changes. * On the `SAML Signing Certificate` section, find `Certificate (Base 64)` and click `Download` to download the certificate. You will need it shortly. * On the `Set up Google Cloud / G Suite Connector by Microsoft` section, copy the three URLs and save them, as we will need them to set everything up in Google Cloud. Alternatively, leave this tab open so you can go back to it quickly. ### Complete the SAML profile * Return to the [Google Admin console](https://admin.google.com), and go to `Security > Authentication > SSO with third party IdP`. * Open the `Microsoft SSO - SAML` profile that you created earlier. * Click the `IDP details` section to edit the settings. * In the `IDP entity ID` field, paste the value of `Microsoft Entra Identifier` from the previous section. * In the `Sign-in page URL` field, paste the value of `Login URL` from the previous section. * In the `Sign-out page URL` field, enter the following URL: ```URL Change password URL theme={null} https://login.microsoftonline.com/common/wsfederation?wa=wsignout1.0 ``` * In the `Change password URL`, enter the following URL: ```URL Change password URL theme={null} https://account.activedirectory.windowsazure.com/changepassword.aspx ``` * In the `Verification certificate` section, update the certificate that you downloaded previously. * Once everything is filled, click `Save`. ### Assign the SAML profile * On the `Manage SSO profile assignements` section, click on `Get started`. * On the `SSO profile assignement`, click `Another SSO profile` and select the one you've created in the past step. If you've followed our recommended naming conventions, it will be called `Microsoft SSO - SAML` . * Click `Save`. ### Assign users #### On Microsoft's side To enable users to use single sign-on in Google with their Microsoft SSO, you need to grant them access to the Google Cloud / G Suite Connector by Microsoft. * Sign in to the [Microsoft Entra admin center](https://entra.microsoft.com/). * Go to `Identity > Applications > Enterprise applications > Google Cloud / G Suite Connector by Microsoft`. There, go to the `Users and groups` section. * Click on `Add user/group`, and then select the users and/or groups that you need. * Once you're done, click on the `Assign` button. #### On Google's side In order for this to work, the user needs to exist in both Google and Microsoft. If you don't want to manually create users in Google when needed, you can also configure automatic user provisioning following [Microsoft](https://learn.microsoft.com/en-us/entra/identity/saas-apps/g-suite-provisioning-tutorial)'s or [Google](https://support.google.com/a/answer/10616183?product_name=UnuFlow\&hl=en\&visit_id=638581965678908134-1354919343\&rd=1\&src=supportwidget0\&hl=en)'s documentation. ### Test SSO If you've followed this steps correctly, your users will now be able to login to Google services using their existing Microsoft SSO. To test this, click this link. It will redirect you to the Google login flow. After inputting your email address, it will redirect you to Microsoft to complete the login process. ## Frequently asked questions Yes, the SSO profiles can be selected per User, Organizational Unit or Group in the Google Workspace end. Only the users or groups you select will be redirected to Microsoft Entra ID for login. No, you do not need to pay for each Google user. Google Cloud Identity accounts are sufficient for accessing Google services, so a Google Workspace license is not required. By default, Google assigns a Google Workspace paid license to new users, but you can disable automatic licensing by following [this guide](https://support.google.com/a/answer/1727173?hl=en). # Alerts Source: https://docs.enterprise.emailmeter.com/workspace-setup/alerts Set up alerts to prevent slow responses and missed emails Alerts in Email Meter allow you to get notified when an important email has been waiting to be replied for a long time. Whether you have internal response time goals for your team or contractual SLAs with your customers, you can use Alerts to make sure that essential communications never slip through the cracks. ## Basics ### How it works Email Meter Alerts allow you to get notified about email that meet specific conditions and haven't been replied after a certain amount of time. If the conditions of your alert are met and the unreplied time limit has passed, then the rule will trigger and will send an email notification to the email addresses you decided. ### Creating an alert You can create a new alert by clicking `+ Create a new alert` on the [Alerts](https://enterprise.emailmeter.com/alerts/) page. A modal will open, asking you to define the conditions of your alert. * **Alert name**: enter a descriptive title that clarifies the alert's purpose. * **When an email is received in**: select the internal mailboxes that this alert will monitor. * **Sent by any of the following email addresses or domains**: add the email addresses or domains that will trigger the alert. If you want to make sure your client Dunder Mifflin™ is replied on time, add `dundermifflin.com`. * **Is unreplied after**: set the time (in hours) at which the alert should be triggered. For example, if you want your team to respond in less than 24 hours, then use 24 hours. * **Send an alert to**: enter the email address of the recipients that should receive the alert. ## Receiving a triggered alert Every hour, our system checks for emails that meet the conditions of your alerts and haven't been replied yet. If any email matches your conditions, the recipients you defined will receive a notification email. ### Editing an existing alert You can edit an existing Alert by clicking on the three-dot icon and selecting `Edit alert`. A modal will open, allowing you to change the conditions of the alert. ### Pausing and resuming alerts To pause an alert, click on the three-dot icon and selecting `Pause alert`. If the alert is Paused, you'll be able to resume the alert instead. ### Removing an alert To permanently delete an alert, click on the three-dot icon and choose `Remove alert`. A modal will open to confirm the action. ## Frequently asked questions At the moment Alerts are sent via email only. We're currently working on integrating with Slack, Teams and via webhooks. Currently only Administrators can manage Alerts. Because it's the most common use-case among our users. However, our goal is to expand to a library of easy-to-use alerts for different use cases soon. The goal of this feature is to notify you for crucial unreplied emails. Setting up alerts for every email not replied in a certain mailbox would overwhelm you with too many alerts, and that's why we implemented this limitation. # Business hours Source: https://docs.enterprise.emailmeter.com/workspace-setup/business-hours Take your schedule into account when calculating response times Define your business hours in Email Meter to reflect the hours when your team is expected to be available to respond to emails. You can set business hours at a company level, but also have the option to select different schedules for individual mailboxes. ## Basics Setting up Business Hours refines how response times are tracked within the specified schedule. Outside of your selected timeframe, response times won't be counted. This way, the response time metric remains true to your team's schedule. For example: * Your business hours are set for 9:00 AM - 5:00 PM and a message arrives at 4:30PM. Your team replies the next day at 10:30AM. Response time will count as 2 hours. * Your business hours are set for 9:00AM - 5:00PM and a message arrives at 8:00PM. Your team replies the next day at 9:15AM. Reply time will count as 15 minutes. ### Business hours logic You can set business hours at a company level, but also have the option to set up specific schedules for individual mailboxes. This is useful for global organizations with distributed teams working in different schedules and timezones. If you have company and mailbox-level business hours set up, Email Meter will choose the most specific ones when calculating the response time of a specific message. For a given mailbox, this is how the logic works: | Company business hours set up | Mailbox business hours set up | Business hours applied in calculations | | ----------------------------- | ----------------------------- | -------------------------------------- | | Defined | Not defined | Company business hours | | Defined | Custom | Custom mailbox business hours | | Defined | Ignored | None | | Not defined | Not defined | None | | Not defined | Custom | Custom mailbox business hours | | Not defined | Ignored | None | ## Define and edit business hours ### For the company Go to [Settings > Business Hours](https://enterprise.emailmeter.com/settings/business-hours) to set up to set up your company's business hours. If it is your first time setting up business hours, they will be empty by default. Start by selecting your main timezone. Then, click on the days of the week and customize the hours for each day you've selected. Once you're done, click `Save` to confirm your changes. ### For specific mailboxes You can also define business hours for specific mailboxes on [Settings > Mailboxes](https://enterprise.emailmeter.com/settings/mailboxes). Click on the three-dot icon next to the mailbox you want to change business hours for, and select `Edit business hours`. A modal will open, giving you three options: * **Company**: follow the business hours set at the company level. * **Custom**: select a specific timezone and schedule for this mailbox only. * **Ignored**: this mailbox won't be affected by business hours. Useful for mailboxes that operate 24/7. Once you've selected your desired option, click `Save` to confirm your changes. If you have a mailbox that operates outside the company's standard business hours (such as a support inbox that's active 24/7) you should select "Ignored" for that mailbox. This ensures its response times are calculated separately and won't follow company hours. ## Frequently asked questions We only count the time that happened during your business hours. For example, if your business hours hours are set from 8AM to 5PM, if you receive an email at 1PM and answer at 9PM, the response time is still 4 hours. As both actions happened outside of business hours, and no time included in the set business hours has been included, the response time for that email is counted as 0 seconds. When changing business hours, analytics will use the newly defined ones for past and future conversations. Your analytics dashboard will be refreshed at 12:01AM the following day to reflect this change. For mailboxes covering multiple time zones, extend the business hours to cover all working hours across these zones. For example, if your team operates in both EST and PST from 9AM to 5PM, set the business hours from 6AM to 5PM PST to cover the full set of working hours. Yes. If you have business hours enabled, the Weekly Workload page in your dashboard showcases a breakdown of emails inside and outside business hours. # Contact groups Source: https://docs.enterprise.emailmeter.com/workspace-setup/contact-groups Organize your contacts in group for easier analysis Contact groups allow you to organize groups of emails addresses and domains in your own structure. Once created, you can use the “Contact Group” filter in your dashboard to quickly focus on conversations with the emails addresses and domains that belong to those groups. It’s up to you how to organize your contacts in groups. For example, you can group contacts by: * Importance (Tier 1, Tier 2, Tier 3) * Location (EMEA, North America, Asia…) * Your relationship with them (Clients, prospects, partners…) ## Basics On [Settings > Contact Groups](https://enterprise.emailmeter.com/settings/contact-groups), you’ll find a list of your current contact groups. If you still don’t have any contact groups you will be prompted to create one. ### Create contact groups Go to [Settings > Contact Groups](https://enterprise.emailmeter.com/settings/contact-groups) to create new contact groups. You can create new contact groups by clicking the `+ New group` button. Just type the name of the group and add the email addresses and domains that you want to include. ### Add and remove contacts from a group Go to [Settings > Contact Groups](https://enterprise.emailmeter.com/settings/contact-groups) and select the group that you want to add or remove contacts from. To add contacts, just click on the `Add contacts` button and input the email addresses or domains you want to add. To remove contacts, just click the `···` icon next to any contact to remove it. You can also use the checkboxes to select multiple contacts and remove them in bulk. ### Remove a contact group To remove a contact group, just click the `···` icon next to the contact group. Then, click on `Remove group`. A modal will open to confirm the action. ### Filtering by contact group on your dashboard Once contact groups are created, focusing on your statistics when communicating with specific contact groups is simple. On the filter bar of your dashboard, you’ll find a `Contact groups` filter. Here, you can select the contact groups you want to focus on. Once selected, your dashboard will reflect the metrics corresponding to your communication with the email addresses and domains that belong to the contact group you selected. ## Frequently asked questions Not at this point, but we are working on a feature that will allow you to import contact groups using a CSV file. At the moment it’s not possible to automatically sync contacts from your CRM into Email Meter, but it’s something on our radar. If you are interested in this, please share your specific use case with your Account Manager. At the moment there is no specific limit on the number of teams that you can create. There is also no limit on the number of contacts that you can add to a specific contact group. Changes made to contact groups are reflected on your dashboard the following day at 12:01AM local time. # Tracking delegated mailboxes Source: https://docs.enterprise.emailmeter.com/workspace-setup/delegated-mailboxes Set everything up to track individual agent performance within a delegated mailbox To get individual performance metrics from agents operating within a Delegated Mailbox, **it's essential to have the "send on behalf of" setting activated in Google Workspace**. This ensures that when an agent responds to an email within the Delegated Mailbox, the email metadata carries the agent's information. Consequently, the Gmail API captures this data and Email Meter can use it to generate the statistics. If you'd like to get agent performance metrics without turning on the Send on Behalf setting, the only alternative involves enabling BigQuery logs for your Google Workspace domain, and giving access to Email Meter to those logs to capture that information. Full instructions are available [here](/workspace-setup/audit-logs-google). You'll need admin permissions in your Google Workspace domain or get in touch with your Google Workspace Admin to follow through with these instructions. ## Instructions ### Turn on the required settings Open the Google Workspace Admin Panel. On the left sidebar, go to **Apps > Google Workspace > Settings for Gmail > User Settings**. Scroll down to Mail Delegation, and make sure the following settings are turned on: * Let users delegate access to their mailbox to other users in the domain * Show the account owner and the delegate who sent the email This will ensure that when you send emails from a delegated mailbox, the recipient will see the delegated account and the specific sender (for example, `From agent@your-company.com on behalf of support@your-company.com`). Without this setting on, we will not be able to determine who sent the email. Email Meter cannot collect any agent metrics from before the setting was on, and no data will be collected if you turn these settings off at any time. ### Make sure agents log in correctly In order to get analytics from your team members’ performance inside the delegated mailbox, they need to sign in using their personal credentials, and not using the delegated mailbox password. When logged in properly, your team members should see a small key icon. # Exclude emails Source: https://docs.enterprise.emailmeter.com/workspace-setup/exclude-emails Exclude emails with certain conditions from your dashboard The filtering system available on your dashboard lets you focus on just the type of emails that you need to focus on. However, sometimes you just want to exclude certain type of emails, and it's tedious to use filters to set up those filters manually every time you use your dashboard. By using the **Exclude Emails** feature, you can exclude irrelevant emails from your dashboard, ensuring the data displayed in your dashboard is as accurate and tailored as possible. **This feature is currently on early access**. If you want to test it, please get in touch with your Business Intelligence Consultant. ## Basics ### Excluding emails Go to [Settings > Metrics Adjustments](https://enterprise.emailmeter.com/settings/metric-adjustments) to start excluding emails. There, you'll find the **Exclude Emails** section. Start by clicking on `+ Add condition` button. This will open a dropdown with the different criteria. Set the operator and specify the exact parameters you want to exclude. For example, if you want to exclude emails that come from `spamsender.com`, you'll need to select `Domain > Is > spamsender.com`. You can add multiple conditions to set up a complex exclusion filter. Just use the `Add condition` button to stack multiple exclusion filters. Once you have set your conditions, click the `Save` button to apply these exclusions. ### Removing exclusion conditions If you need to remove an existing condition just click on the `X` icon next to the condition you want to remove and then click `Save` to apply your changes. ### Available exclusion options You can exclude emails by the following properties: | Filter | Use case | Operators | Available for | | -------- | ---------------------------------------------- | ------------ | -------------------- | | Domain | Exclude specific email addresses | is, contains | Google and Microsoft | | Address | Omit emails from entire domains | is, contains | Google and Microsoft | | Subject | Exclude emails based on their subject line | is, contains | Google and Microsoft | | Label | Exclude emails tagged with a specific label | is, contains | Google only | | Category | Exclude emails tagged with a specific category | is, contains | Microsoft only | | Folder | Exclude emails that are on a specific folder | is, contains | Microsoft only | If you require more complex filtering for your exclusions, please get in touch with your Business Intelligence Consultant. ### Combining exclusion conditions Exclusion conditions function as `OR`, not `AND`. This means each condition acts independently. If you add multiple exclusion rules, each of them is applied separately. ## Examples ### Excluding out of the office emails * **Condition**: `Subject > contains > Out of the office` * **Use case**: ensure that automated Out of the Office replies, which are often non-actionable, are excluded from your metrics. ### Excluding newsletters * **Condition**: `Address > contains > newsletter` * **Use case**: remove all emails manually tagged as newsletters. Useful for companies that receive a high volume of industry newsletters but don't want to include those on their email analytics reports. ### Excluding calendar invites * **Condition**: `Subject > contains > Invite:, Invite updated:, Accepted:, Event cancelled:` * **Use case**: exclude calendar invites from email statistics. This is particularly beneficial for businesses that receive numerous meeting invites but want to focus their email analytics on client or internal communications. ## Frequently asked questions No, excluding emails doesn't remove them permanently. If at any point you change your exclusion conditions, emails that were previously excluded will show up again on your data. Any changes to your exclusion conditions will be relfected on your dashboard the following day at 12:01AM local time. You'll still be able to see excluded emails on the dataset, but they will be flagged with `is_excluded = true`. # Internal domains Source: https://docs.enterprise.emailmeter.com/workspace-setup/internal-domains Define the domains considered as internal on your analytics Email Meter allows you to filter your analysis for internal and external communication. Internal emails are those where all participants have internal domain names. By default, Email Meter considers as internal domains those from the mailboxes you are tracking. For example, if you are tracking `@dundermifflin.com` accounts, conversations where all addresses are from `@dundermifflin.com` will be categorized as Internal. But real-world communication is more complex. Maybe you frequently collaborate with external partners, subsidiaries, or specific vendors that feel like part of your team — and you want conversations with them to be classified as Internal in your analytics. With the **Internal domains** feature, you can tailor your analytics to reflect these unique relationships, ensuring that your email statistics accurately reflect your specific workflows. **This feature is currently on early access**. If you want to test it, please get in touch with your Business Intelligence Consultant. ## Basics ### Excluding emails Go to [Settings > Metrics Adjustments](https://enterprise.emailmeter.com/settings/metric-adjustments) and go to the **Internal domains** section. There, you'll find a list of domains that are being considered as internal. The domains from the mailboxes you're tracking are added by default, and cannot be removed. To add more domains to this list, simply type them into the input field. If you want to remove domains you've added previously, you can do so by clicking the `X` icon next to the domain in question. Once you have finished, click the `Save` button to save your new settings. ## Example Imagine the scenario at Dunder Mifflin: as it grows, it adds Dunder Print, Mifflin Tech, and Scranton Crafts to its corporate family. Although they’re not tracking mailboxes from those sub companies with Email Meter, they want to consider conversations with them as internal. Here’s how they would do it: They go to the "Internal domains" feature within Email Meter and add the domains of their subsidiaries: `@dunderprint.com`, `@mifflintech.com`, and `@scrantoncrafts.com`. With this, any emails between `dundermifflin.com` and these domains are now tagged as internal. This results in metrics that truly reflect all of the company's internal communications, even though the accounts of the sub companies are not directly monitored by Email Meter. ## Frequently asked questions Changes to your internal domains will affect past and future statistics. Once making the change, all your metrics will be recalculated to reflect this change. Any changes to internal domains will be reflected on your data the following day at 12:01 AM local time. No, this just affects how emails are tagged as internal or external on your metrics. If you want to track mailboxes from different domains please get in touch with your Account Manager for instructions. # Login methods Source: https://docs.enterprise.emailmeter.com/workspace-setup/login-methods Learn the different ways to login Email Meter provides a simple login experience, ensuring that accessing your email analytics is straightforward yet secure. We don’t handle any password or login information, and users can login to Email Meter via Google SSO and Microsoft SSO. ## Basics ### Google and Microsoft OAuth Users can authenticate into Email Meter using Google or Microsoft authentication if they have a Google or Microsoft email address. By relying on Google and Microsoft, your Email Meter account will be be as secure as your Google or Microsoft account. We always recommend enabling multi-factor authentication via Google Workspace or Microsoft 365, preferably using a physical device, security keys or a multifactor application. ### Single sign-on (SSO) If you have SSO enabled in Google Workspace or Microsoft 365, you’ll be able to use it to authenticate in Email Meter. Users can utilize any SAML2 identity provider available within Google Workspace and Microsoft 365 for authentication in Email Meter. Currently, Email Meter does not offer direct integrations with other identity providers such as Auth0 or Okta. ## Frequently asked questions Yes, you can switch between Google and Microsoft login methods based on your preference as long as they are tied to the same email address. As Email Meter relies on Google and Microsoft accounts for login, you need to setup 2FA on your Google or Microsoft account directly. We don't have plans of supporting password authentication as it's less secure. # Manage teams Source: https://docs.enterprise.emailmeter.com/workspace-setup/manage-teams Organize mailboxes in teams for easier analysis Teams in Email Meter let you organize mailboxes for both analysis and access control. You can filter and analyze statistics by Team on your dashboard, and also grant users access to all mailboxes within a Team, with permissions updating automatically as Teams change. You can learn more about team-based permissions [here](./manage-users#team-based-permissions-for-managers). Teams are designed to reflect your company's structure, but you can organize them however you like. Mailboxes can belong to one or multiple Teams. ## Basics On [Settings > Teams](https://enterprise.emailmeter.com/settings/teams), you'll find a list of your current teams. If you still don't have any teams you will be prompted to create one. ### Creating a team You can create a new team by clicking `+ Create new team` on the [Settings > Teams](https://enterprise.emailmeter.com/settings/teams) page. You just need to give a name to the team and select the mailboxes that should be part of it. ### Editing teams Teams can be rearranged at any moment by clicking on the three-dot icon next to their name and choosing `Edit team`. You can change the team name and add or take away mailboxes. ### Removing a team To remove a team, click on the three-dot icon next to their name and choose `Remove team`. A modal will open to confirm the action. ### Filtering by team on the dashboard Once teams are created, analyzing the statistics of a specific team on your dashboard is simple. On the filter bar of your dashboard, you'll find a `Teams` filter. Here, you can select the team or teams you're interested in analyzing. Once a team is selected, the dashboard will reflect the metrics corresponding to the mailboxes within that team. ## Frequently asked questions Yes, a mailbox can be part of multiple teams. Nested teams aren't supported by default. If they are key to your workflow, please reach out to your Business Intelligence Consultant for a custom solution. You can click on the three-dot icon next to their name and choosing `Edit team` to view the list of mailboxes that belong to that team. At the moment there is no specific limit on the number of teams that you can create. Teams are just groups of mailboxes. If a team is removed, those statistics will no longer be grouped together, but they will still be accessible. # Manage users Source: https://docs.enterprise.emailmeter.com/workspace-setup/manage-users Manage the members that have access to Email Meter You can manually invite, remove, and change the role of users from the [Settings > Users](https://enterprise.emailmeter.com/settings/mailboxes) page. User roles are granular so you have full control of the level of access each user has. You can manage who can access Email Meter from the [Settings > Users](https://enterprise.emailmeter.com/settings/users) page. Users should not be confused with mailboxes. A user can have access to Email Meter to see email statistics without having their mailbox tracked, and a mailbox can be tracked without that person having access to Email Meter to see statistics. ## Basics On [Settings > Users](https://enterprise.emailmeter.com/settings/users), you'll find a list of your current users. They are displayed in a table with the following fields: | Field | Description | | ------------- | ------------------------------------------------------------------------------------------------------------------------- | | **Name** | The email address of the user. | | **Role** | The current role of the user. | | **Access to** | A short explanation of the level of access the user has, including the Teams and/or individual mailboxes they can access. | | **Tracking** | This field displays if this email address is also being tracked by Email Meter. | At the top, a badge displays the number of users and the maximum you can add based on your plan. If you've reached your limit and want to increase it, please get in touch with your Business Intelligence Consultant. ### Understanding roles Email Meter allows you to designate different levels of access to different team members. | Role | Description | | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Admin | The highest level of access in Email Meter. They can manage company settings and view email statistics from all mailboxes. | | Manager | They can view email statistics from a designated set of Teams and/or individual mailboxes. They don't have access to company settings, nor the ability to add or remove mailboxes. | | Viewer | They can view statistics from their own mailbox and nothing else. If you provide someone with this role, their mailbox would need to be being tracked by Email Meter. | ### Add users Go to [Settings > Users](https://enterprise.emailmeter.com/settings/users) to add new users. You can add new users by clicking `+ Add Users` on the page. When adding users, you can directly input their email addresses or paste a list. Then, choose the role type you want to assign them and click confirm. New users won't receive any email invitation, but will automatically be able to log into Email Meter with their Google or Microsoft login. ### Remove users To revoke access to a user, click on the three-dot icon next to their name and choose `Remove user`. A modal will open to confirm the action. A modal will open to confirm the action. This modal will also give you the option to keep or remove the data related to this mailbox from your email statistics dashboard. Even if you choose to keep their historical data on your dashboard, removed mailboxes are no longer counted as a seat for limit purposes. ### Removing users in bulk You can also use the checkboxes next to the name of each user to select multiple users and remove them in bulk. ### Managing roles Admins can change the role type of any user by looking up the user in the [Settings > Users](https://enterprise.emailmeter.com/settings/users) page, then clicking the three dot menu and selecting `Edit role`. #### Team-based permissions for Managers You can grant Managers access to entire **Teams** of mailboxes, making permission management much easier and more scalable — especially for organizations with many users and mailboxes. When editing a Manager's role, you'll see two multi-select dropdowns: * **Managed teams**: select one or more Teams to grant the Manager access to all mailboxes within those Teams. * **Managed mailboxes**: optionally, select individual mailboxes to grant access to specific mailboxes, either in addition to or instead of Team access. This means that Managers will automatically have access to all mailboxes in the Teams you select. If you add or remove mailboxes from a Team, the Manager's access will update automatically. You can combine Team and mailbox-level permissions. For example, you can give a Manager access to all mailboxes in the "Sales" Team, plus a few additional mailboxes outside that Team. #### Permission logic for team-based permissions * **Dynamic updates:** when you add or remove mailboxes from a Team, Managers with access to that Team will automatically gain or lose access to those mailboxes. * **Mailbox-level permissions take priority:** if a Manager is granted access to a mailbox both through a Team and individually, the individual permission remains even if the mailbox is removed from the Team. * **Deleting a Team:** if a Team is deleted, any Manager access granted through that Team will be automatically revoked. ## Frequently asked questions Google Groups and Microsoft Groups are not treated as individual mailboxes and cannot be tracked via API by Email Meter. However, if you're tracking the end-mailboxes where emails sent to those Groups are being delivered, they will show up in your dashboard. This means we can create custom reports to analyze workflow related to Google and Microsoft Groups. Just get in touch with your Business Intelligence Consultant if you're interested. No, just the shared/delegated mailbox itself. Every email sent from the shared/delegated mailbox comes with a field in the email metadata that tells us which agent sent it, even if that agent's mailbox isn't tracked by Email Meter. However, the proper settings need to be activated on your domain. You can read more about it [here](link-to-the-relevant-section). As of now, the admin role, which enables control over company settings, also grants access to view all data. However, we are working on a new granular Company Manager role that will allow any user to manage settings, irrespective of their data access level. Yes, you can invite any user to Email Meter to view email statistics, regardless of whether they belong to your main domain or not. # Tracking shared mailboxes Source: https://docs.enterprise.emailmeter.com/workspace-setup/shared-mailboxes Set everything up to track individual agent performance within a shared mailbox To get individual performance metrics from agents operating within a Delegated Mailbox, **the simplest setup requires having the "send on behalf of" permission activated in your shared mailboxes**. This ensures that when an agent responds to an email within the Shared Mailbox, the email metadata carries the agent's information. Consequently, the Microsoft Graph API captures this data and Email Meter can use it to generate the statistics. If you'd like to get agent performance metrics without enabling the "send on behalf of" permission, the only alternative involves enabling Audit Logging for your mailboxes, and giving access to Email Meter to those logs to capture that information. Full instructions are available [here](/workspace-setup/audit-logs-microsoft). You'll need admin permissions in your Microsoft 365 domain or get in touch with your Microsoft 365 Admin to follow through with these instructions. ## Instructions ### Set up the required permissions For Email Meter to display agent performance metrics, make sure that agents have the following permissions for the shared mailbox: * **Full Access**: lets agents access the mailbox to read emails. * **Send on Behalf**: enables agents to send emails representing the shared mailbox. Crucial for Email Meter's data collection. For this setup to capture all agent activity, enable only the "Read and manage permissions" and "Send on behalf" permissions on these mailboxes. If "Send as" is also enabled, agents may use it instead, and those sends will not be attributed to them. If your team specifically needs to use "Send as", you'll need to set up [audit log ingestion](/workspace-setup/audit-logs-microsoft) separately to capture that activity. This way, when one of your agents responds to an email that has come into the Shared Mailbox, the information about the agent that responded gets reflected on the Microsoft Graph API and Email Meter can use it to generate email statistics. If you don't know how to view or change the permissions of your shared mailboxes, please follow Microsoft's documentation [here](https://learn.microsoft.com/en-us/microsoft-365/admin/email/configure-a-shared-mailbox?view=o365-worldwide). ### Examples With these settings are set, if agent John accesses the shared mailbox Acme Inc. Support and sends an email, it will display as John on behalf of Acme Inc. Support. ## Frequently asked questions Email Meter can track individual agent performance with this setup, but it's important to note that the "Send on behalf of" permission requirement still applies, even if you're delegating access by giving mailbox permissions to other users. A quick way to check the type of permissions you have is to ask an agent to send an email from the Shared Mailbox. If the email displays as "(Agent Name) on behalf of (Name of the Shared Mailbox)", the permissions are set correctly. You can learn how to view and manage permissions by following the instructions in Microsoft's documentation [here](https://learn.microsoft.com/en-us/microsoft-365/admin/email/configure-a-shared-mailbox?view=o365-worldwide). To get started with using Shared Mailboxes in Microsoft 365, you can follow the instructions in Microsoft's documentation [here](https://learn.microsoft.com/en-us/microsoft-365/admin/email/create-a-shared-mailbox?view=o365-worldwide). # Track mailboxes Source: https://docs.enterprise.emailmeter.com/workspace-setup/track-mailboxes Manage the mailboxes you are tracking statistics for Mailboxes are the email accounts that Email Meter tracks to generate email statistics on. You can manage the mailboxes that you are tracking from the [Settings > Mailboxes](https://enterprise.emailmeter.com/settings/mailboxes) page. Mailboxes should not be confused with users, which are the people that can log in to the product to see statistics and manage settings. ## Basics On [Settings > Mailboxes](https://enterprise.emailmeter.com/settings/mailboxes), you'll find a list of currently tracked mailboxes. They are displayed in a table with the following fields: | Field | Description | | ------------------ | ------------------------------------------------------------------------------------------------------------------------------ | | **Mailbox** | The email address being tracked | | **Business Hours** | Indicates the business hours settings that this mailbox uses. Read more about this [here](/workspace-setup/business-hours). | | **Date added** | When the mailbox was added to Email Meter | | **Status** | This will be `Active` if there is no problem, `Loading` if historical data is being loaded, or `Inactive` if there's any error | At the top, a badge displays the number of tracked mailboxes and the maximum you can track based on your plan. If you've reached your limit and want to increase it, please get in touch with your Business Intelligence Consultant. ### Track mailboxes Go to [Settings > Mailboxes](https://enterprise.emailmeter.com/settings/mailboxes) to add new tracked mailboxes. You can add new mailboxes by clicking `+ Add Mailboxes` on the page. When adding a new mailbox, you can directly input the mailboxes that you want to track or paste a list. You can also [import mailboxes from a CSV file](/workspace-setup/track-mailboxes-csv) if you need to add them in bulk. Use the toggle to select if you want to load historical data for the mailbox or mailboxes that you're adding. If you choose to load historical data, two years of data will be loaded by default. If not, no historical data will be loaded and statistics will be generated for emails sent and received after the mailbox has been added only. ### Remove mailboxes To remove a mailbox, click on the three-dot menu next to their name and choose `Remove mailbox`. A modal will open to confirm the action. This modal will also give you the option to keep or remove the data related to this mailbox from your email statistics dashboard. Even if you choose to keep their historical data on your dashboard, removed mailboxes are no longer counted as a seat for limit purposes. ### Remove mailboxes in bulk You can also use the checkboxes next to the name of each mailbox to select multiple mailboxes and remove them in bulk. ## Frequently asked questions Google Groups and Microsoft Groups are not treated as individual mailboxes and cannot be tracked via API by Email Meter. However, if you're tracking the end-mailboxes where emails sent to those Groups are being delivered, they will show up in your dashboard. This means we can create custom reports to analyze workflow related to Google and Microsoft Groups. Just get in touch with your Business Intelligence Consultant if you're interested. No, just the shared/delegated mailbox itself. Every email sent from the shared/delegated mailbox comes with a field in the email metadata that tells us which agent sent it, even if that agent's mailbox isn't tracked by Email Meter. However, the proper settings need to be activated on your domain. You can read more about it [here](link-to-the-relevant-section). After adding new mailboxes, their data won't appear on your dashboard until the next day at 12:01AM local time. This typically happens when access to that mailbox has been revoked from your Google/Microsoft admin panel. Please get in touch with your Business Intelligence Consultant to investigate further. Although Email Meter is typically installed domain-wide, some companies decide to restrict Email Meter's access to certain mailboxes only. If Email Meter hasn't been granted access to a certain mailbox, you won't be able to add it. Please get in touch with your Business Intelligence Consultant to investigate further.