Overview
Once you have configured your support email addresses, you can edit, delete, disable them, or set one as default. You can also manage the settings to control the sending and receiving behaviors such as allowing Kayako to receive messages from wildcard email addresses (any variation of your support@DOMAIN.kayako.com email); or allowing Kayako to use your agent’s personal name as the ‘From’ name for email replies to your customers. If you are using a custom domain, you can enable Kayako to use DKIM to authenticate emails.
Diagnosis
At any point, you can add more email aliases to your Kayako domain, which you can use for particular teams or types of support conversations. You can also enable Kayako to send and receive messages using addresses at external domains.
To be able to manage multiple support emails within Kayako, make sure you add all your support email addresses first. If you want to integrate your emails from addresses at external domains – e.g., support@[yourcompany].com, you need to set your email server to forward messages to Kayako.
We recommend going through these articles to learn more:
Once have all these configured, you may start setting up which addresses are enabled or disabled, or which one you want to set as default. You can also configure some site-wide email settings such as:
- Allowing Kayako to catch an email sent to any variation of your support@DOMAIN.kayako.com (such as hello@DOMAIN.kayako.com, marypoppins@DOMAIN.kayako.com).
- Allowing Kayako go use your agent’s personal name as the ‘From’ name for email replies to your customers.
- Allowing Kayako to use DKIM to authenticate emails sent using your custom domain name.
Prerequisite
- To manage email addresses in Kayako, you will need an administrator account with the 'Manage channels' permission.
Solution
Follow these steps to manage your email addresses:
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Sign in to Kayako and go to the admin area.
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Under the Channels heading, click the Email link. Here you will see a list of email addresses that have already been added to Kayako.
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If you hover over an email address, you'll see several links pop up to the right:
- Edit — Click this link to make changes to the email address.
- Disable — Click this link to disable the email address, without removing it from Kayako.
- Make default — Click this link to select the email address as your default, when creating new conversations.
NOTE: When conversations are created through a specific Email channel, once you go to that conversation in Kayako, the predefined channel to reply to that conversation will be that same Email channel. This is so your customers will not receive a new email thread when you respond to them, and to keep the same recipient when they get back to you. You may switch to another channel at any time to send responses if you prefer.
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Delete — Click this link to remove the email address altogether.
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To configure your site-wide email settings, click the Settings tab on the menu bar.
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Here, you have a handful of options:
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Wildcard email addresses — Check this box to tell Kayako to capture emails from any address at your Kayako domain, '
[yourcompany].kayako.com'. Checking this option will ensure that you don't miss any incoming messages, but you can always add specific Kayako addresses later, so your team can send messages from them. -
Personalize the ‘from’ in email replies — Check this box to add your agents' names to the emails you send from Kayako. The emails will still come from whatever email address they select, but the agent's name will be added to the 'From' field.
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Use DKIM to authenticate... — Once you have DKIM set up on your email server, go back here and check this box, to enable DKIM for your Kayako emails.
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When you've made your changes, click the Save button to head back to the mail 'Email' page.
Testing
Go ahead and log in to Kayako and access the admin area to try out the steps outlined above.