Q. How can I add an email address to which my customers can write and create tickets on Sprinklr Service?

You can set up your support mailbox via email forwarding and use your own email servers to send and receive emails via Sprinklr Service. For more information, see Add a New Support Email Account to Manage all Your Customer Queries via Care Console.

Q. How can I activate a support email address in Sprinklr Service?

To activate your support email address, follow the Activate Support Email steps.

Q. Why am I not receiving a support activation email?

You can contact support@sprinklr.com if you are not getting a support activation email.

Q. How to ensure that all replies go through only one support email address?

You can choose the email address that you want to use to send a reply while replying to a message every time. By default, the account from which the ticket was created will be selected. There is no way to restrict the replies from other emails - but the user has the flexibility to change the account while replying.

Q. Can an email address be automatically added to the BCC for replies?

Yes, you need to follow the steps given in the Add Bcc Email section.

Q. What is DKIM, and why do we need that?

DKIM is a type of email authentication that means the source of the email is verified by a third party on behalf of your organization. External parties will be able to tell if an email claiming to be from your domain comes from a valid source. 

For example, suppose you are an IT Support company with Sprinklr Service as your primary sales enablement platform. In that case, DKIM can ensure that the emails you send to your customers are trustworthy and that they came from the Sprinklr Service servers instead of some random third-party servers.

Q. Do I need an SPF record if DKIM is pre-configured?

No, you don’t need an SPF record if DKIM is pre-configured.

Q. How to enable DKIM for email domains?

To enable DKIM for your email domain, please visit Quick Guide to Set up DKIM in Sprinklr Service and follow the steps.

Q. What is the reason for not verifying my DKIM records?

If the DKIM records are unique and valid but not verified yet, contact your DNS host or drop an email to support@sprinklr.com 

Q. Why am I not able to send outbound emails from my custom added email?

You need to configure the DKIM to send the outbound replies from the custom domain email added to the system. You can do so by following the steps in Quick Guide to Set up DKIM in Sprinklr Service.