In Swat.io you can add an email address of your own domain as a channel in order to receive and answer e-mails directly in Swat.io's Inbox. This feature is part of our Custom-package.
Info: In order to access the workspace-settings or to add a new channel in Swat.io, you need permissions as “workspace manager”. In case you don’t have this permission, please contact your Swat.io administrator.
How to create an e-mail channel
In order to add an e-mail channel to Swat.io, follow these steps:
Open the general "Workspace Settings" by clicking on your account name in the bottom-left corner.
Navigate to the "Channels" section.
Click the "Add Channel" button in the top-right corner.
In the list of the "Main channels" navigate to the "Inbox only"-channels and click on "Email".
In the following pop-up enter your email address and agree to the terms of use of Swat.io and Postmark, our email service provider.
Klick authorize.
As a next step you now need to verify your email-address.
Verify sender signature
Go to your email inbox;
Open the confirmation email;
Click on confirm Sender Signature;
Go back to Swat.io and reload the settings-page in Swat.io. The status of the sender signature should now be "verified" (green).
Prioritize Reply-To
In the inbox settings, you can additionally specify whether Swat.io should reply to the address specified in the "reply-to"-field or to the sender.
If the "reply-to"-field is filled out, the reply will be sent there.
If "reply-to"-field is empty, the reply will be sent to the sender by default.
Important: At this point Gmail does not support a different reply-to address. Only Outlook and iCloud Mail are offering this feature.
Support for Google Workspace Distribution Lists
Swat.io’s email channels support adding Google Workspace distribution lists (Google Groups) as email addresses in Swat.io. This means you can are able to connect shared email addresses that automatically forward incoming messages to multiple defined members. Teams can then be reached via one central address (e.g. support@firma.at) and emails don't have to be sent to each person individually.
Setup:
Create or check the functionality of the Google Workspace distribution list (e.g. support@firma.at). Make sure external senders are allowed in the settings and that moderation is not enabled.
Add the Google email address to Swat.io by following the instructions above.
Set up forwarding in Google Workspace by adding the email address added to Swat.io to the Google distribution list.
Send an external test email to the distribution list in order to verify that the ticket appears correctly in Swat.io Inbox and to check, that all sender details are forwarded properly.
Quick Tip: If no emails are being received, this is most likely, because external senders are blocked or automatic moderation is enabled.