Overview: Email configuration (Edify Console)
Edify Console > CX > Email Configuration > Overview: Email configuration (Edify Console)
This article provides an overview of the Email Configuration workspace in Edify Console.
Overview
In Edify Console, the Email Configuration workspace (CX > Email Configuration) is where you can configure one or more email addresses to forward to Edify. This lets you route emails to queues and workflows.
When you configure an email to forward to a queue in Edify, these emails become Edify interactions. This means they are:
Routed and prioritized with AID (automatic interaction distribution).
Included in reporting with Analytics.
And more
When you configure an email to forward to a workflow, it kicks off a workflow session. This means that the specified workflow begins to run and process through its modules.
Routes and domains
There are two menus that make up email configuration:
Routes
Domains
Routes
The Routes menu is where you can map emails to destinations in your Edify account and view the list of emails being routed on your account. This means you can route a pre-existing email address that you own and manage, called an email address identity, to Edify.
Once you provide an email address identity, Edify generates a corresponding email routing address. These email addresses begin with “eeis”, are followed by a random number, and end with “@edifymail.com”.
This means all incoming mail can be forwarded to the email routing address which can create an interaction in a queue or be routed to a workflow. Replies to any incoming mail in the interaction workspace will be sent from the same email address identity, regardless of the queue’s Outbound Email Address. All outbound email interactions will be sent from the email defined in the Outbound Email Address field.
Domains
The domains menu Adding your domain lets you verify an entire email domain (like @yourcompany.com) that you own, foregoing the need to verify any future email addresses part of the same domain. As described in the routes section above, when you create a new email route, you usually need to verify that you have access and control over the email address you provided.
Routes visual breakdown
Email Address Identities
Each email address identity represents an email address you own and have access to. Any email sent from this address to the email routing address will be routed to Edify.
Email Routing Address
An email routing address is an automatically generated email address created by Edify. Any email sent from an email address identity to an email routing address will be routed to Edify.
Route To
The Route To field defines what kind of destination emails will be routed to in Edify.
Queue: Routes emails to a queue
Workflow: Routes emails to a workflow.
Route Data
The Route Data field is where you select the specific destination for email routing. This will either be a queue or a workflow.
Verification Status
The Verification Status field shows whether or not the email address has been verified. Non-verified addresses cannot be used for routing. You can click the blue resend button to resend the verification email.
Created On
The Created On field records the date and time the email routing record was created.
Domains visual breakdown
Domain
The Domain field represents the domain that you own and want to verify.
Verification Status
The Verification Status field shows whether or not the domain has been verified. Please see the Domains section above to learn more about domain verification.
Created On
The Created On field records the date and time the email routing record was created.