Email Channel

KA

Kiri Admin

The Email channel is very straight forward. It connects your email to the Kiri helpdesk.

It can be used even if you don't have or don't want to use any existing email addresses.

Once you've finished this tutorial, any messages received on your email addresses will start creating tickets. You can also use the addresses to create your own tickets.

It's fairly easy to setup, so let's get started.
First, navigate to Settings Email

Kiri addresses

These can be made straight from your Email settings page and you may make as many as you wish.
If you plan on using the Kiri addresses exclusively (not your existing email addresses), then you can make one for every department (i.e support, sales, etc.).

If you plan on using your own email addresses, then a good practice is to only make one Kiri address. You can later use this to connect all of your own email addresses to the Kiri address and it will work seamlessly.

To make a Kiri address, under Kiri addresses click on the Add New button.
Enter your chosen address and click Save Changes.

Once that's done, your Kiri addresses will function almost like any email address. Any messages received on them will create tickets where you can reply back. From the customer's side, the reply will look like a regular email message.

Your own addresses

Unless you are just starting out, your business will have various email addresses you use for communication.

You can only use email addresses for which you own the domain as you need access to the DNS settings.

These can be connected to your Kiri address in three steps:

1
Define your email address in Kiri.
2
Set up email forwarding to your Kiri address and verify it.
3
Set up your SPF record and verify it.

Defining your email address

Under your addresses, click on the Add New button.

Enter the email address you wish to connect and select the Kiri address you are connecting it to.
Once that's done, click Save Changes.

Setting up email forwarding

Every incoming email should be forwarded to the Kiri address. This way we can receive it and create a ticket from it.

Setting up email forwarding can vary depending on the email client you use, but should follow the same underlying principles.

We will show an example for Google's G Suite, as it is a popular choice for many businesses. Email forwarding is quite common, many email clients provide tutorials on the topic.

1
Navigate to Settings
2
Under the Forwarding tab, add and verify the forwarding address (Kiri address). If a verification code is sent, you should find it in a new ticket under the Views tab
G Suite Settings
G Suite Settings
3
Click on 'Create a new Filter' under the Filters tab
G Suite Mail Filters
G Suite Mail Filters
4
Enter your email address in the 'To' field and click 'Create Filter'
Create your email address filter
Create your email address filter
5
Select the Kiri address you want to forward to, and click 'Create Filter'
Create your Kiri forwarding filter
Create your Kiri forwarding filter
6
Click on the Verification button. You may need to wait a few moments for this to turn green, if not, email forwarding has not been correctly setup.

If you are struggling with this step, feel free to get in touch with us and we'll help you out.

Setting up the SPF record

Even if your email is forwarded to the Kiri address, the customer will still receive a reply from your custom email address.

To allow Kiri to send email from your address, you need to specify it in a SPF record.
This is a DNS record which can be configured at your domain registrar.
There are many registrars out there, but the underlying principle is the same.

Advanced DNS Settings
Advanced DNS Settings

You need to set up the following DNS record: @ TXT "v=spf1 +a +mx include:spf.kiri.ai ~all"

Setting the SPF DNS record
SPF Record

An SPF record may already exist. If this is the case then don't create a new one. Simply include the include:spf.kiri.ai in it.

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