Configure Email Entry Points
  • 21 Jul 2022
  • 2 Minutes To Read
  • PDF

Configure Email Entry Points

  • PDF


Email Entry Points (e.g., email addresses) appear on the Entry Points settings page. Inbound emails sent to an email address linked to Gladly queue in the primary Inbox configured for email on the Entry Points settings page.

See Set Up Channels and Entry Points more a general overview of setting up Channel Entry Points.

Tip - Add email address to Gladly
See Add Email Address to learn how to add new email addresses to Gladly to use as email Entry Points.
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.

Configure and edit email Entry Points

  1. Click the menu icon located on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Entry Points.
  4. Find the Email section to see your email Entry Points.
    • Note – Email Entry Points always use the email Channel's primary Inbox unless exceptions are added.
  5. Confirm if you want the Entry Point to use the email Channel's primary Inbox and SLA. If so, you can stop here. If not, you'll need to add an exception.
  6. Click + Add exception if the email Entry Point in question won't use the email Channel's primary Inbox or Entry Point SLA.
    • Tip – Exceptions allow you to specify which Inbox inbound emails from a particular email Entry Point route to. For example, suppose you have an email address reserved for Platinum Members. Use exceptions to configure emails from the Platinum Members email address to route to the VIP Inbox instead of going to the email Channel's primary Inbox.
  7. Select the following details:
    • Entry Point – Select the Entry Point you want to exclude from using the email Channel's primary Inbox.
    • Inbox – Select the Inbox you want inbound email requests from the Entry Point to queue in instead of using the email Channel's primary Inbox.
    • SLA (minutes) – Leave this field blank if you want to use the selected Inbox's SLA. Otherwise, entering an SLA here trumps the Inbox SLA.
      • You can use fractional minutes. For example, 0.66 is 40 seconds.
      • You can't enter "0" or use the "-" (minus) symbol.
  8. Click Save.

Add or remove email ' Email Sender Name'

See Edit Email Sender Name to learn how to edit email sender/friendly names. 

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