Create an email address in Contact Center

To create an email channel in Contact Center, you first need a public email address. Here, we'll walk you through creating the address, verifying the domain, and setting up forwarding so that everything works properly.

Step 1: Go to Email Addresses

1. Click the gear icon , then click Organization settings .

2. Click on the Contact Center Menu .

3. Select Email Addresses .

4. Click Create new email address .

Step 2: Name the address

1. Enter a name that describes the purpose of the address, such as 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 the Contact Center, while the address itself is what customers see.

Step 3: Verify the domain

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

In order for the app to send emails from your address, the domain must be verified. This shows that you own the domain and reduces the risk of emails ending up in spam. We recommend that you take this up with the company that manages your domains.

1. Click on the address you just created.

2. Expand Domain Verification Status .

3. Copy the two DKIM credentials (DKIM1 and DKIM2) .

4. Add these records where your domain is managed (e.g. in the DNS settings at your domain provider).

5. After saving the changes, go back to Contact Center and click Verify Domain .

When the domain is verified, a green check mark appears.

If verification fails, a red cross appears and the text Domain not verified .

If you do not verify your domain, the recipient will see the message as coming from addit.cloud, and the emails are at risk of being marked as spam.

Step 4: Set up forwarding

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

1. Enter the forwarding address that appears in the Contact Center.

2. Set up forwarding at the server level (at your email provider), not through an email program like Outlook or Apple Mail.

3. Once the forwarding is active, check that the status shows 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.