Email

An Email channel connects a domain you own to the TextPeak Inbox, so your team can send, receive, and reply to emails the same way they would in Gmail or any other mailbox. On top of that, every email conversation gets the inbox features your team uses for other channels, such as statuses, assignments, and auto-replies.

This article walks you through creating the channel on the Channels > Email page, publishing the DNS records the domain needs, and confirming that verification has completed.

Before you begin

To create an Email channel, you need a domain you can control, such as example.com. A free mailbox on a provider domain, such as a Gmail address, cannot be verified because you cannot publish DNS records for it.

Opening the Email channel list

4. Select the Email card.
5. The Email channels page lists every Email channel on the account.

Creating the channel

1. Click + Add channel.

2. On the Channel details step, enter a Channel name and a Channel description.

3. Set Enable IP ACL if you want to restrict which addresses may call the channel, and add any Tags, if needed.

4. Click Next.

Adding the sending domain and its addresses

The Email settings step is where you name the domain the channel sends from and the addresses on it.

1. In Sending domain, enter the domain, such as example.com.
2. Under Addresses on this domain, enter each address the channel sends from and receives on, such as [email protected], then click the plus icon. Add at least one address.

3. Click Save changes.

Publishing the DNS records

Saving the domain generates the DNS records it needs. TextPeak lists them under Add these DNS records, and you publish them at your DNS host, such as GoDaddy, Porkbun, or Google Domains.

Refer to the following table for what each record does.

To publish a record, copy it with the copy icon at the end of its row, then add it at your DNS host using the Type, Name, Value, and, for the MX records, the Priority shown here.

Checking each record

Every record carries its own status badge, and that is where you look when a domain will not verify.

You can re-check channel details at any moment.

To do it:

1. Click Show DNS records under Domain records in Channel management.
2. This opens the side menu where you can switch between the Info and DNS tabs to review the sender addresses and the records at your DNS host.

Confirming verification

Verification runs on the DNS side and can take up to 72 hours to complete, depending on how quickly your host propagates the change.

• A Verified badge next to Add these DNS records means the domain has passed.
• To re-check before the badge appears, open the channel and click Show DNS records under Domain records in Channel management.

Using the channel

Once the domain is verified, the Email channel works like a regular mailbox inside the TextPeak inbox. Complete two settings before your team starts using it:

1. Select the Email channel in the sender profile you want it to send from. See Sender Profiles.
2. Set its incoming routing so emails reach the right team. See Incoming Routing.

Your team can then work with email the same way they would in Gmail or any other mailbox, with the inbox features on top:

• send new emails, receive incoming ones, and reply to them from the inbox
• track each email conversation with statuses
• assign email conversations to agents, manually or automatically
• respond outside working hours or on first contact with auto-replies
• use every other inbox feature available for your other channels.

For more on working with conversations, see Managing Conversations and Inbox Settings.

Managing the channel

To manage an Email channel after you create it, click Channels in the main menu on the left, open the Email card, and then select the channel in the list. The Manage channel page opens, showing the channel name, its ID, and its status, such as Ready, at the top.

The menu on the left of the page has three sections:

• Channel management - token, testing, and channel status actions
• Channel details - the channel name and description
• Email settings - the sending domain you verified and its addresses.

Channel management holds the credentials, testing, and lifecycle actions for the channel:

For more on the actions every channel type shares, see TextPeak Channels.