In the Contact Center, you can manage incoming emails through an email channel. This guide explains how to create a new email channel, set opening hours, add agents, and verify your domain.

Step 1: Go to Email Channels

1. Click the gear icon and then select Organization Settings.
2. Click Contact Center and then Channels.
3. Expand Email Channels and click Create New Email Channel.

Step 2: Name and Create the Email Address

1. Start by naming the channel, for example, Support.
2. Under Public Email Address, select an existing address to link to the channel.
3. If you don’t already have an address, click Create New Address and follow the guide here.
4. Once you’ve selected or created the address, click Save to link it to the email channel.

💡 The public email address is the one customers will see when contacting you, for example support@acme.se.

Step 3: Set Opening Hours

Under Opening Hours, specify when the email channel should be available.

You can choose between:

• Always open
• Always closed
• Schedule

If you choose Schedule, fill in the channel’s regular opening hours.

Step 4: Add Welcome Actions

Here you define what happens when the channel is open or closed.

• When the channel is open: An auto-reply confirms that a case has been created with a case number. A predefined message is available.
• When the channel is closed: The customer automatically receives an auto-reply with a case number and information that the case will be handled once the channel opens again.

Step 5: Assign Agents and Supervisors

1. Under Agents, select who will handle incoming emails.
   • A Contact Center Agent license is required.
2. Under Supervisors, select who 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 within the same email channel.

This allows you to:

• move cases between different email channels (e.g. from finance@acme.se to support@acme.se)
• reply to customers from the correct address within the same thread

If you haven’t added the current sender address, the reply will be sent from the default address.

Step 7: Enable “Reply To” Handling

Enable the Prioritize Reply To setting if you want cases to be automatically matched with the correct contact based on the customer’s reply.

Once done, click Create to complete the setup.

Step 8: Verify Your Email Domain

To allow the app to send emails from your address, the domain must be verified.

1. Go to the Email Addresses menu under Contact Center.
2. Click the address you created (e.g. support@acme.se).
3. Expand Domain Verification Status.
4. Copy the two DKIM records (DKIM1 and DKIM2) and the Mail CNAME, and add them where your domain is managed.
5. Once done, click Verify Domain.

If verification is successful, a green checkmark will appear.

If it fails, a red cross will appear along with the message The domain has not been verified.

Step 9: Set Up Forwarding

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

1. Copy the address to which you’ll forward the emails.
2. Make sure forwarding is configured on the server level, not within an email client (like Outlook or Apple Mail).
3. Check the forwarding address status — it should show as Verified.

Step 10: Save and Complete

When both the domain and forwarding address are verified, click Save.

Your email channel is now ready to use!