Email Domains
Sync different email domain inboxes with incoming and outgoing tickets.
Adding one email domain requires the Lite plan, two the Pro plan, and three the Total plan. Unlimited email domains can be added with the Enterprise plan.
Requires the Manage/View email template alerts & domains user permissions to edit or view.
Purpose
Email domains are the custom email address domains or subdomains (e.g. acme.com or mail.acme.com) that your live reps can use to reply to a ticket's emails. If an email domain is not configured, emails will be sent and received from a default support@v3.proto.cx address.
To manage email domains, go the settings panel and select Email Domains.
Add an Email Domain
Select Create Email Domain.
In the opened settings panel, set the options only available during creation:
Domain — the domain or subdomain to be used for sending and receiving emails, e.g. acme.com for a domain or mail.acme.com for a subdomain.
Automatic security — sets the security protocol:
Enable automatic security — uses CNAME records to verify domain ownership. Only works for subdomains, such as mail.acme.com.
Disable automatic security — uses MX and TXT records to verify domain ownership. Best for verifying root domains, such as acme.com.
Select Create.
Setup an Email Domain
Select an Email Domain from the table to open its settings.
DNS Records
For an email domain to operate, the DNS records provided by Proto AICX need to be added to the domain host's DNS settings. These records enable the secure trafficking of emails between different systems.
Popular domain hosts like GoDaddy and Namecheap will automatically add your root domain to DNS records. For instance, if your domain is acme.com, and your CNAME record is mail.acme.com, you should add mail as the host instead of mail.acme.com. The "@" symbol is used to represent the root domain. For example, if adding a record for website.com, you should add "@" as the host. Be sure to check your domain host's documentation for specific instructions.
In the Installation tab, see the records required and their verification status.
Press Verify to run a new verification check.
Email Addresses
Once email domain is verified in the DNS Records tab above, the Email Addresses tab will be enabled, allowing you to configure different addresses for sending and receiving emails within a ticket.
Add Address
Go to the the Email Addresses tab.
Select Create Email Address.
In the opened menu, set the:
Domain — the actual address.
Name type — the name associated with the email address.
Create tickets from emails — toggles if new tickets wil be created from each inbound email not associated with an existing ticket.
Press Create.
It is not possible to modify an existing email address.
Delete Address
Go to the Email Addresses tab.
Select one or more email addresses from the table.
Press Delete email addresses and confirm.
Delete Email Domain
Select an email domain from the table.
In the opened subpage, select Delete Email Domain and confirm.
DNS Examples
The following examples illustrate the DNS records setup process in conjunction with the Installation tab above.
NameCheap
In Namecheap, the DNS system automatically adds the domain name to the values submitted during record creation.
Make sure that your domain name is not duplicated in the values (e.g., that you enter your subdomain just like mysubdomain and not like mysubdomain.company.com). "@" will point to the root domain (for example company.com). The MX records go in a different section.
AWS Route 53
In AWS dashboard, don't add the whole domain to the Record name field while creating a record.
To route traffic for the name of the domain, such as example.com, leave the Record name field blank.
The default value is the name of the hosted zone. To route traffic for a subdomain, such as www.example.com, enter the subdomain name but without the domain name. For example, to route traffic for www.example.com, enter only www. Once the record us created, the Record name field contains full info with subdomain and domain names.
All records (MX, TXT, etc) are in the same section.
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