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Email Channel Setup

Email setup includes two parts:

  • Inbound — receive emails from customers
  • Outbound — send replies from your support address

Applied Labs will provide the exact values you need for both steps.

What email setup includes

Email agents let you handle customer emails in the same Inbox as chat and SMS. This keeps response quality and reporting consistent across channels.

Before you go live, confirm with Applied Labs support:

  • Which support email address should be associated with the agent
  • Whether you want testing rules in place while you validate the setup

Receiving emails in Applied

Applied will provide a unique inbound email address for your agent. You will use that address when you set up routing in your email provider.

Once routing is set up, new emails sent to your support address will appear in the Inbox as conversations.

For Gmail workspaces

Follow the Gmail workspace routing instructions .

When you reach the routing rule settings:

  • Enter your support email address in Address
  • Enter the Applied inbound address in Map to address
  • Select All incoming messages unless you have a more specific rule
  • If prompted, enable the X-Gm-Original-To header

Optional: If you want inbound emails to show up in both your email client and Applied, select the option to send a copy to the original email address.

Sending emails from Applied

To send email from your domain, you will add DNS records for authentication. Applied Labs will provide the exact DKIM and Return-Path values.

DNS configuration overview

Record typePurposeExample format
TXT (DKIM)Email authenticationName: <dkim-hostname> Value: <dkim-value>
CNAME (Return-Path)Bounce handlingName: <return-path-hostname> Value: <return-path-value>

DNS updates can take time to propagate. Applied will confirm once your domain is verified and ready for sending.

GoDaddy

  1. Get your DKIM and Return-Path records from Applied Labs support.
  2. Open your domain’s DNS settings in GoDaddy.
  3. Add a TXT record for DKIM.
  4. Add a CNAME record for Return-Path.
  5. Save changes.

Google Domains

  1. Get your DKIM and Return-Path records from Applied Labs support.
  2. Open your domain’s DNS settings.
  3. Add a TXT record for DKIM.
  4. Add a CNAME record for Return-Path.
  5. Save changes.

Namecheap

  1. Get your DKIM and Return-Path records from Applied Labs support.
  2. Open the Advanced DNS tab for your domain.
  3. Add a TXT record for DKIM.
  4. Add a CNAME record for Return-Path.
  5. Save changes.

ZenBusiness

  1. Get your DKIM and Return-Path records from Applied Labs support.
  2. Open DNS settings for your domain.
  3. Add a TXT record for DKIM.
  4. Add a CNAME record for Return-Path.
  5. Save changes.

Verify your setup

  • Send a test email and confirm it appears in your Inbox
  • Reply from the Inbox and confirm the message is delivered
  • Run a small set of Test Coverage scenarios before you make the channel live

Next steps

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