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Installation

This guide is for Lime Expert Services implementing the Email Integration for a customer.

Before You Start

Prerequisites:

  • Customer has completed Requirements for their email provider and deployment type
  • Customer has familiarized themselves with How It Works
  • For Lime Cloud: Customer account is ready
  • For On-Premise: EmailEngine server is prepared and license key obtained

Preparation:

  • Work with customer IT to clean up inbox folders of all monitored email accounts before integration goes live
  • Every email marked as unread (new) will be imported when the integration activates
  • Customer should move unwanted emails away from inbox folders first

Implementation Steps

1. Add Package to Solution

  1. Add limepkg-email as a dependency to the customer's Lime CRM solution
  2. Build the solution
  3. Deploy to the customer's Lime CRM environment

See lime-project documentation for your specific deployment environment.

2. Run Installation in Lime Admin

  1. In Lime Admin, navigate to Settings → Email Integration → Setup
  2. Click Run Installation
  3. Follow the on-screen instructions

What Gets Created:

  • Database tables for conversations, messages, followers, and attachments
  • Relations between conversation and helpdesk (conversation parent - can be customized later)
  • Relations between followers and coworker/person tables
  • System user emailengine@lime with Administrators group membership
  • Initial view configurations

3. Configure LISA Access Policies

Create the following LISA (Lime Security Administration) policies for users who need email integration access:

Policy Name Permissions Apply To
tbl_conversation_message R, W, A, D conversation_message table
tbl_conversation_message_error R, W, A, D conversation_message_error table
tbl_conversation R, W, A, D conversation table
tbl_embedded_file R, W, A, D embedded_file table
tbl_follower R, W, A, D follower table
tbl_message_follower R, W, A, D message_follower table
tbl_text_snippet R, W, A, D text_snippet table

Notes:

  • R = Read, W = Write, A = Add, D = Delete
  • Apply these policies to all groups who should access email integration features
  • The emailengine@lime system user is created automatically and added to Administrators group — no policy needed

4. Configure Bounce Detection

For the integration to properly detect email bounces and errors, configure your email provider's spam filter to allow bounce messages to reach the inbox.

Why This Matters:

  • Bounce emails detect delivery failures
  • If bounce messages go to junk, error notifications won't appear in Lime CRM
  • The system only monitors the inbox folder

Configuration Steps:

  1. From Lime CRM, send a test email to bounce@foolbounce.com
  2. Using an email client (for instance Outlook), verify the bounce arrives in the inbox (not junk)
  3. If it ends up in junk, move it to inbox to train your filter
  4. You should receive a request for confirmation to treat these emails as non-spam.
  5. You are done. To be sure, you can do #1 again to make sure #2 happens.

5. On-Premise: License Setup

For on-premise installations, follow internal Lime Technologies' documentation to:

  1. Obtain a valid license key for EmailEngine
  2. Configure the license in EmailEngine
  3. Verify the license is recognized (should see license check succeed in firewall logs to postalsys.com)

Next Steps

Installation is complete. Proceed to Configuration to:

  1. Create OAuth applications (if using OAuth) in customer's Microsoft Entra or Google Cloud
  2. Add email accounts in Lime Admin (Settings → Email Integration → Accounts)
  3. Configure view activities and limetype mappings for the customer's objects
  4. Configure integration settings (webhook URL, optional parameters)

Reference: Database Changes

During installation, the following database structures are created:

New Tables:

  • conversation - Email thread container
  • conversation_message - Individual emails in a thread
  • conversation_message_error - Error tracking for failed messages
  • follower - Email participants
  • message_follower - Followers on specific messages
  • embedded_file - Email attachments
  • text_snippet - Email signature templates

Relations Created:

  • conversation ↔ helpdesk (conversation parent - can be customized by editing the relation in LISA)
  • follower ↔ coworker (internal participants)
  • follower ↔ person (external participants)

Reference: System User (emailengine@lime)

The integration user emailengine@lime is created during installation. This system user:

  • Handles the webhook endpoint for email processing and impersonation
  • Runs the scheduled task that processes unprocessed emails
  • Is automatically added to the Administrators group
  • Must not be a member of any other groups
  • Cannot be deleted or modified by end users