Skip to main content

​
Configure an email channel

Use Email Management to decide which tenant email addresses CXP accepts and which AI Assistant handles initial processing.

​
Prerequisites

  • Your role can manage settings.
  • The AI Assistant you want to use already exists.
  • Your tenant email domain and provider routing are configured by Crescendo.

​
Add an email address

  1. Open Settings.
  2. Select Email Management.
  3. Add a service address.
  4. Choose the AI Assistant for that address.
  5. Set the address to active.
  6. Configure sender name and auto-reply text when needed.
  7. Save the address.
New inbound email to the active address can create or update CXP conversations according to tenant email routing rules.

​
Configure sender settings

Set trusted sender domains and default sender addresses so outbound replies and notifications use approved identities. Use a clear From name for customer-facing addresses. Customers should be able to recognize the support team that replied.

​
Test the channel

Send a synthetic email to the configured address and confirm:
  • A conversation appears in CXP.
  • The timeline includes the inbound email.
  • The expected AI Assistant and routing path are used.
  • Replies use the configured sender identity.