Setup Email

4 min read

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You will need access to the management of DNS records for your company's domain to finish the email setup. If you cannot edit DNS records for your domain, ask your IT department to do the changes for you.

Salted CX can automatically handle your emails, respond to customers and help users within Salted CX to interact with the customer via email.

You need to allow Salted CX to handle your email in the following steps:

  • Identify an email address you want Salted CX to handle such as support@company.com, help@company.com or similar. Salted CX will process all incoming emails to that address and use the address for sending emails. You can connect Salted CX to multiple emails.
  • Enable Salted CX to send emails from your address on you behalf.
  • Forward incoming email messages from your infrastructure to Salted CX.

You can easily revoke Salted CX using your email address if you change your mind.

How Salted CX Uses the Email

Salted CX sends emails on your behalf from the address when:

  • A human agent sends the customer an email message.
  • AI sends an email message to a customer based on received customer message.

For each sent message, Salted CX sets the response value to the same email. This means that the customers can always respond to the email they receive from Salted CX.

This setup includes enabling DKIM, SPF, and DMARC to ensure the deliverability of your email, and it is handled as authentic and verified by email clients. Salted CX listens for bounced emails (emails that do not find a recipient) and marks the corresponding message turns in customer journey as failed.

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Salted CX watches the reputation of the email to prevent sending spam. If your emails have a high number of bounced and undelivered emails, we will reach out to you. In case this problem persists and Salted CX evaluates misuse of its services, we will disable email functionality for your account.

Email Behavior

Salted CX never uses “no reply” email addresses. Each message sent from Salted CX gives the customer an opportunity to reach back. We believe this is a proper behavior for any company that values its customers and enables them to tie any follow-up conversation to outbound messages.

Identify the Email Address

Make sure you choose an email address that can be used exclusively by Salted CX to avoid unexpected behavior.

In Salted CX settings:

  • Open Connected Platforms
  • Press Connect Email
  • Fill email address you want Salted CX to handle
  • Press Get Setup Instructions

Salted CX gives you instructions what you need to setup on your side so Salted CX is allowed to send emails on you behalf and receive incoming messages.

DNS Setup

Salted CX gives you detailed instructions in the application that contains values specific for your domain. You need to follow the on-screen instructions to have the correct values specific for your setup.

Forward Incoming Emails to Salted CX

You need to forward emails from your email provider (such as GMail, Outlook, etc.) to Salted CX so they can appear in Live Converstions. The setup depends on the email provider.

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Do not use mailing lists such as Google Groups. Mailing lists often obscure the original customer email and prevent connecting the email conversation to a customer journey.
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Make sure that the Salted CX address your forward emails have your desired region. The address should look like this eu.mail.salted.cx or us.mail.salted.cx with the region included in the domain name.

Google Workpace

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You need Google Workpsace admin permissions to enable email forwarding. It can take up to 24 hours for email forwarding to take effect. Usually the changes are applied much faster.

You can use these Google-provided instructions or use them as a reference.

Follow thse steps to enable forwarding:

  1. Log to your Google Workspace Admin Console by clicking the link or go to https://admin.google.com/ in your browser.
  1. Authenticate using your Google credentials or other authentication method.
  1. In your Admin Console, select Apps, then click Google Workspace, then click Gmail.
  1. In the Gmail settings Default Routing section, click Configure.
  1. In the Add Setting dialog, fill your support email (such as support@company.com) into Email field in Specify envelope recipients to match section.
  1. In Envelope recipient section section check Change envelope recipient
  1. Choose Replace Recipient option.
  1. Paste your Salted CX email address from brand settings to Enter new email address field.
  1. Click Save.
  1. Click Edit on the rule you have just created.
  1. Make sure that the option in Options section is set to Perform this action on non-recognized and recognized addresses.

You can try sending an email to you support address and check that it end up in Salted CX. Remmeber it may take up to 24 hours for the change to take effect.

Microsoft 365

TODO

Disconnect Salted CX from Email

When you no longer want to use an email address withing Salted CX follow these steps:

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