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.

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Overview

In Edify Console, the Email Configuration workspace (CX > Email Configuration) is where you can configure one or more email addresses to forward into Edify. This gives you the ability to manage inbound and outbound email communications through Queue.

By managing your customer emails through Queue, these emails become Edify interactions. Once they’re interactions, they gain all the benefits of a regular queue interaction, like:

  • The ability to be routed and priorities by the AID (automatic interaction distribution) process.

  • The inclusion into reporting from the Analytics tool

  • And more

This article explains how email configuration works, as well as a breakdown of the main menus of email configuration.

Routes and domains

There are two menus that make up email configuration:

  • Routes

  • Domains

This section explains the basics behind both of these concepts.

Routes

The routes menu is where you can map emails to destinations in your Edify account.

With email routing, you can provide an email address identity to Edify. This is a pre-existing email address that you own and manage.

Once you provide an email address identity, Edify automatically generates a corresponding email routing address. These email addresses begin with “eeis”, are followed by a random number, and end with “@edifymail.com”

An email that’s:

  • sent from the email address identity

  • to the email routing address

will automatically create an interaction in the routing destination (specified in the Routing To and Routing Option fields). You can route to a queue or a workflow.

If you want to create a new email route, you can click the New Email Route button in the top-right corner of the screen.

When you create a new email route, a verification email will be sent to the email you provided from Edify.

Note: You can’t use an email route until the email has been verified.

If you don’t want to have to verify every email route you create, you can use domains. Read the Create a new email route article to read more about this process.

Domains

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.

The domains menu gives you the ability to verify an entire email domain (like @your_company.com) that you own, foregoing the need to verify any future email addresses part of the same domain.

If you want to create a new domain record, you can click the New Domain button in the top-right corner of the screen.

Once you create the domain record, it will appear in the list as an unverified domain.

Clicking on an unverified domain will show a list of CNAME records.

You can add these to your domain's DNS records. After you add the DNS records, click Verify.

Once verified, you’ll be able to add emails from that domain as routes without needing to verify them.

Visual breakdown

Routes breakdown

  • Email Address Identities: Each email address identity represents an email address you own and have access to. Any email 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.

  • Routing To: The Routing 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.

  • Routing Option: The Routing Option 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 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 domains has been verified. Please see the Domains section above to learn how more about domain verification.

  • Created On: The Created On field records the date and time the email routing record was created.