Add Email Address

Add email addresses associated with domains 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 if the domain isn't verified. 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 when you are ready to receive emails in Gladly. If you 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.

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 default inbox.

• Voice/SMS – Phone numbers can be purchased and held until you can complete the setup by connecting them as Entry Points.

• Chat (Glad App) – Upon configuring Glad App, 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 default Inbox.

• Social Channels – Upon adding a social Channel Entry Point (e.g., Instagram or WhatsApp), messages automatically route to the social Channel's default Inbox.

• Email – Once an email address is added, it's ready to receive inbound emails in the email Channels' default 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 default Inbox.

Add your email address

1. Click on 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.

   • No existing email addresses

   • Have one or more email addresses

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 your email recipients see. For example, recipients see the email from "Retale Support" instead of "[email protected]." You can edit this name anytime.

2. Click Next to continue.

3. Add the forwarding address to your email service to transfer emails to/from your email provider to Gladly.

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, return to your email service and activate email forwarding.

Have one or more email

1. From the Email screen, click Add Email Address.

   • Click the Email Addresses tab to view a list of existing email addresses.

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 "[email protected]." You can edit this name anytime.

3. Click Next to continue.

4. Add the forwarding address to your email service to transfer emails to/from your email provider to Gladly.

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 must forward emails from the email address you added to Gladly.

Once the email address is linked to an Inbox, you can receive 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.

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. Clickto 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 cannot set up forward using Address Mapping.

   • MS Exchange

   • Outlook 365

Activate email forwarding in your email service when you're ready to receive emails in Gladly. You should begin receiving emails directly in Gladly sent to the email address you added. These emails will be routed to the Inbox default Email Inbox configured on the Entry Point settings page.