When creating an email channel in Contact Center, you first need a public email address. This guide walks you through how to create the address, verify the domain, and set up forwarding to ensure everything works properly.

Step 1: Go to Email Addresses

1. Click the gear icon and then select Organization Settings.
2. Click the Contact Center Menu.
3. Choose Email Addresses.
4. Click Create New Email Address.

Step 2: Name the Address

1. Enter a name that describes the purpose of the address, for example Support or Finance.
2. Enter the full address you want to use, for example support@acme.se.
3. Click Create to save.

💡 The name is used internally in Contact Center, while the address itself is what customers see.

Step 3: Verify the Domain

We recommend that you take this matter further with the company that manages your domains.

To allow the app to send emails from your address, the domain must be verified. This confirms domain ownership and reduces the risk of messages being marked as spam.

1. Click the address you just created.
2. Expand Domain Verification Status.
3. Copy the two DKIM records (DKIM1 and DKIM2).
4. Add these records where your domain is managed (for example, in the DNS settings at your domain provider).
5. Once you’ve saved the changes, return to Contact Center and click Verify Domain.

When the domain is verified, a green checkmark appears.

If the verification fails, a red cross appears along with the message The domain has not been verified.

💡 If you don’t verify your domain, the recipient will see the message as sent via addit.cloud, and emails may be marked as spam.

Step 4: Set Up Forwarding

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

1. Enter the forwarding address shown in Contact Center.
2. Set up forwarding on the server level (at your email provider), not through an email client like Outlook or Apple Mail.
3. When the forwarding is active, check that the status is shown as Verified.

Step 5: Save and Verify

When both the domain and forwarding address show Verified, click Save.

Your email address is now ready to be used for email channels in Contact Center.