Overview
The Email Forwarding feature in Helpdesk allows you to handle customer emails sent to alias emails while maintaining the parent email as the primary channel. This setup ensures seamless email management and maintains a single thread for communication.
Aliases can be configured for any connected parent email in the BIK dashboard under Channel Management. Once an alias is added, emails sent to the alias will be processed as per the following behavior.
Key Scenarios and Behavior:
1. Alias Forwarded Mail Handling
Customer sends an email to an alias:
The email appears in Chatbot Chats with the To field showing the parent email.
2. Reply to Customer Emails
Agent replies to the email sent by the customer:
The reply is sent to the parent email.
3. Forwarding Customer Emails
Agent forwards the email:
The forwarded email is sent from the parent email.
4. Email Reply via Chatbot
Customer sends an email via alias, and email received flow is configured:
The email reply is sent from the parent email and remains within the same thread.
5. To, CC, BCC Handling
Emails sent to alias addresses in the To, CC, or BCC fields are displayed in the CRM as being sent to the parent email.
6. Handling Emails Sent to Both Parent and Alias
If an email is sent to both the parent email and alias:
In CRM, the session will show two emails received under the same session, with the To field showing the parent email twice.
7. Unchecked Alias or Alias Not Added
If an alias is not added in Channel Management, only emails sent to the connected parent email will appear in the CRM.
8. Adding Multiple Aliases
Multiple aliases can be added for a single parent email in Channel Management, and all aliases will work as expected.
9. Email Connections
When a new parent email is connected to the dashboard, aliases can be added and configured through Channel Management for proper email handling.
10. Limitation
If both the alias and parent email are connected as separate channels to the same store, two emails will appear in the CRM.
Steps to Configure Alias Emails
Go to Channel Management in the BIK dashboard.
Select the connected parent email you want to edit.
Add alias emails under the Alias Email section which is configured as Alias in Gmail as shown in the screenshot below.
Save the settings.
Emails sent to the alias will now be managed under the parent email.
A maximum of 5 alias email IDs can be added.
FAQs
Q1: What happens if an alias is not added in Channel Management?
A: If the alias is not added, only emails sent directly to the connected parent email will appear in the CRM.
Q2: Can I add multiple aliases for a single parent email?
A: Yes, you can add multiple aliases for a parent email, and they will function as expected.
Q3: What if both the alias and parent email are connected as separate channels?
A: If both are connected as separate channels to the same store, two emails will appear in the CRM for the same email.
For further assistance or to raise feature requests related to Alias set up for email forwarding, please contact [email protected].