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 the gear icon , then click Organization settings .

2. Click on Contact Center and then Channels

3. Expand Email Channel and click Create New Email Channel .

Step 2: Name and create email address

1. Start by naming the channel , for example Support .

2. Under Public Email Address , select an existing address to associate with the channel.

3. If you don't already have an address, click Create new address and follow the guide here

4. Once you have selected or created the address, click Save to associate it with 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

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

You can choose between:

• Always open

• Always closed

• Schedule

If you select Schedule , 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: An 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. Under Agents , select who will handle incoming email.
   • A Contact Center Agent license is required.

2. Under Supervisors , select which people will be able to supervise 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. from ekonomi@acme.se to support@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 Prioritize Reply To setting if you want cases to be automatically matched to the correct contact based on the customer's response.

Once you have done this, click Create to 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 Email Addresses menu under Contact Center.

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

3. Expand Domain Verification Status .

4. Copy the two DKIM credentials (DKIM1 and DKIM2) and the Mail CNAME and add them where your domain is managed.

5. Once this is complete, click Verify Domain .

If verification is successful, a green check mark appears.

If it fails, a red cross appears and the text Domain not 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 that forwarding is set up at the server level , not in an email program (like Outlook or Apple Mail).

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

Step 10: Save and complete

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

Your email channel is now ready to use!