Create an email channel in Contact Center

In Contact Center, you can handle incoming emails through an email channel. Here we'll walk you through how to create a new email channel, set up business hours, add agents, and verify your domain.

Step 1: Go to Email Channels

1. Click onthe gear wheeland then onOrganization settings.

2. Click onContact Centerand thenChannels

3. ExpandThe email channeland clickCreate new email channel.

Step 2: Name and create email address

1. Start byname the channel, for exampleSupport.

2. DuringPublic email address, select an existing address to associate with the channel.

3. If you don't already have an address, clickCreate new addressand follow the guidehere

4. Once you have selected or created the address, clickSaveto connect it to the email channel.

The public email address is the address that customers will see when they contact you, for example, support@acme.se.

Step 3: Set opening hours

DuringOpening hoursyou specify when the email channel should be available.

You can choose between:

• Always open

• Always closed

• Schedule

If you chooseSchedule, fill in the channel's regular opening hours.

Step 4: Add welcome actions

Here you decide what should happen when the channel is open or closed.

• When the channel is open: EThe auto-response confirms that the case has been created with a case number. A predefined message is provided.

• When the channel is closed:The customer automatically receives an auto-response with a case number and information that the case will be handled when the channel reopens.

Step 5: Assign agents and supervisors

1. DuringAgents, choose who will handle incoming email.
   • AContact Center Agent Licenserequired.

2. DuringSupervisors, choose which people will be able to monitor the email channel.
   • Supervisors also need a Contact Center Agent license.

Step 6: Select sender addresses

You can add multiple sender addresses to the same email channel.

This allows you to:

• move cases between different email channels (e.g. fromekonomi@acme.setosupport@acme.se)

• reply to the customer from the correct address in the same thread

If you have not added the current sender address, the reply will be sent from the default address.

Step 7: Enable "Reply To" handling

Enable the settingPrioritize Reply Toif you want cases to be automatically matched to the right contact based on the customer's response.

Once you have done this, clickCreateto complete the channel.

Step 8: Verify your email domain

In order for the app to send email from your address, the domain needs to be verified.

1. Go to the menuEmail addressesunder Contact Center.

2. Click on the address you created (e.g.support@acme.se).

3. ExpandDomain verification status.

4. Copy the twoThe DKIM credentials (DKIM1 and DKIM2)andEmail CNAMEand add them to where your domain is managed.

5. When this is complete, clickVerify domain.

If the verification is successful, agreen tick.

If it fails, a message will appear.red crossand the textThe domain has not been verified.

Step 9: Set up forwarding

For incoming emails to reach the correct channel, you need to create a forwarding address.

1. Copy the address you want to forward the email to.

2. Make sure forwarding is set upat the server level, not in an email program (like Outlook or Apple Mail).

3. Check the status of the forwarding address – it should show asVerified.

Step 10: Save and complete

Once both the domain and forwarding address are verified, clickSave.

Your email channel is now ready to use!