Add Email Address
  • 03 Nov 2022
  • 6 Minutes To Read
  • PDF

Add Email Address

  • PDF

REQUIRED USER ROLE
Administrator
Academy
Available in eLearning format in the Academy

Add email addresses associated with domains that you'd like to use to send and receive emails from Gladly.

Before you start

Before you add your email addresses, we recommend that you first review the following:

  • For newly added domains, email addresses associated with the newly added domain can still be added even for the domain isn't verified. Just know that email forwarding won't work until your DNS records are verified.
  • Verify that the email address is set up on your email server and that you have confirmed that you can send and receive emails from it.
  • We recommended adding email addresses to Gladly on the day you are ready to receive emails in Gladly. If you do add email addresses early, do not activate the forwarding feature in your email provider until you're ready to start receiving emails in Gladly.
  • Don't forget to point the newly added email address to an Inbox on the Entry Points settings page.
Watch Out - We recommend not adding an Entry Point(s) until you're ready to receive incoming requests
Upon adding a new Entry Point, incoming requests from that Entry Point automatically route to the corresponding Channel's primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel's primary Inbox.

  • Voice/SMS – Phone numbers can be purchased and held onto until you're ready to complete the setup by connecting them as Entry Points.
  • Chat (Sidekick) – Upon configuring Sidekick, it's available to receive incoming chat requests as soon as it's embedded on your website. Chats are routed to the chat Channel's primary Inbox.
  • Social Channels – Upon adding a social Channel Entry Point (e.g., Twitter, Instagram, or WhatsApp), messages automatically route to the social Channel's primary Inbox.
  • Email – Once an email address is added, it's ready to receive inbound emails in the email Channels' primary Inbox as long as email forwarding is activated.

Use Exceptions to link an Entry Point to a different Inbox if you don't want to use the Channel's primary Inbox.

Add your email address

  1. Click the menu icon located in the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Email.
  4. The next step depends on if there's no existing email or at least one email configured.
Watch Out - Use lowercase letters only when adding Email Entry Point(s)
When using Email Entry Point(s) please use only lowercase letters. If you accidentally add an Email Entry Point with uppercase letters, contact Gladly Support with a P4 designation to assist you with updating the Entry Point address. This will also change the Email forwarding address for the Entry Point.

No existing email

  1. From the Add Email Address prompt, enter the following information:
    • Email Username – Enter the email username. (e.g., help@retale.com, where help is the username).
    • Sending Domain – Select the verified domain associated with the email address from the list.
    • Email Sender Name – Also known as a "friendly name," enter a name that your email recipients see. For example, recipients see the email coming from "Retale Support" instead of "help@retale.com." You can edit this name anytime.
  2. Click Next to continue.
  3. To transfer emails to/from your email provider to Gladly, you must add the forwarding address in your email service.
  4. Copy the forwarding address and use it to set up email forwarding in your email service. Click Save and Close when you're done. This will take you back to the Email screen. You should now see the email address you added.
    • Note – Do not activate email forwarding in your email service until you're ready to receive emails in Gladly.
  5. At this point, the email you added is also created as an Entry Point in the Channels settings page, where you'll need to link the email address to an Inbox. See Link email address to an Inbox for more information.

Once the email address is linked to an Inbox, and you are ready to start receiving emails in Gladly, go back to your email service and activate email forwarding.

Have one or more email

  1. From the Email screen, click Add Email Address.
    • To view a list of existing email addresses, click on the Email Addresses tab.
  2. Enter the following email information:
    • Email Username – Enter the email username. (e.g., help@retale.com **where "help" is the username).
    • Sending Domain – Select the verified domain associated with the email address from the list.
    • Email Sender Name – Also known as a "friendly name," enter a name that your email recipients see. For example, recipients see the email coming from "Retale Support" instead of "help@retale.com." You can edit this name anytime.
  3. Click Next to continue.
  4. To transfer emails to/from your email provider to Gladly, you must add the forwarding address to your email service.
  5. Copy the forwarding address and add it to your email service to begin forwarding emails. Click Save and Close when you're done. This will take you back to the Email screen. You should now see the email address you added.
    • Note – Do not active email forwarding in your email service until you're ready to receive emails in Gladly.
  6. At this point, the email you added is also created as an Entry Point in the Entry Points settings page, where you'll need to link the same address to an Inbox. See Link email address to an Inbox for more information.

Link email address (Entry Point) to an Inbox 

Once your email address is added, you need to link the email address to an Inbox on the Entry Points settings page. This allows emails sent to the email address you added to be routed to an Inbox of your choice.

See Configure Email Entry Point to learn how to link email Entry Points to an Inbox and set an optional Entry Point SLA. Once done, you'll need to forward emails from the email address you added to Gladly.

Once the email address is linked to an Inbox, you are ready to start receiving emails in Gladly — go back to your email service and activate email forwarding.

Forward emails to Gladly

You must forward emails from your email provider to receive emails in Gladly. This is not your typical email forwarding activity where you click "Forward" to forward an email to another address, and "Fwd:" appears on the subject line. This must be done on the server-side of the email provider.

Watch Out - Automatic email forwarding
Do not activate the forwarding feature in your email provider until you're ready to start receiving emails in Gladly. Or else you risk receiving Customer emails in Gladly before you are ready to do so.
  1. Use the forwarding email address found in Gladly in your email service. Click the kebab icon (three dots) to the right of the email address, then click View Forwarding Email Address.
  2. Copy the forwarding address and set up email forwarding with your email provider.
  3. Below are instructions on how to set up email forwarding for popular email services. Do not activate email forwarding to Gladly until you're ready to receive emails from the address(es) you added, or else you'll start getting emails that you may not be ready to manage in Gladly.
    • Google
      • Address Mapping (preferred) – This forwarding method is only possible if you have access to admin.google.com with administrator access. If possible, use this forwarding method to redirect emails from your company email account to Gladly as it's more reliable in forwarding emails to Gladly.
      • Add a Forwarding address (alternate) – Use this method if you're not able to set up forward using Address Mapping.
    • MS Exchange
    • Outlook 365

When you're ready to start receiving emails in Gladly, activate email forwarding in your email service. You should begin receiving emails directly in Gladly sent to the email address you added. These emails will be routed to the Inbox you configured on the Entry Point settings page.


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