How do I configure the e-mail channel?

Introduction

The Agent Inbox provides the ability to handle E-mails as a channel. In order to handle E-mails within the Agent Inbox, various configuration steps have to be fulfilled before this can be executed effectively and safely. All required steps are described below.

Configuration

There are three steps you need to take to make sure email will work correctly in Agent Inbox. Below the steps that need to be taken. Agent Inbox uses Sendgrid for sending email and Postmark for receiving email. To receive emails in Agent Inbox you need to forward your email addresses that you use for customer service to a specific Agent Inbox address.

Resolution

Step 1. Receiving email

Make sure mail is forwarded to your Agent Inbox email address. This email address can be found in the email tab in the settings of your Agent Inbox subscription or use:

{your apikey}@supportbyrobin.com

When setting up the email forward, the original sender needs to be maintained.

Step 2. Adding DKIM & SPF & DMARC:

The second step is to add DKIM, SPF and DMARC. For extra security on your traffic, we offer DKIM, SPF and DMARC configuration. Guides on how to setup DKIM, SPF and DMARC please find the dedicated knowledge articles.