Adding Gnatta Mail Accounts

Quick links in this article:

You can create an unlimited number of Gnatta mail accounts in your domain, in just a few clicks. This article will explore how to do that. The format for Gnatta mail accounts is a keyword of your choice, followed by your Gnatta domain name i.e. example@yourcompany.gnatta.com.

Example use cases

Whilst many businesses choose to bring their own custom email address into Gnatta, using Gnatta mail accounts still offers a wide variety of uses. Some great examples include:

• Testing - create a Gnatta mail account like testing@yourcompany.gnatta.com, and then you can send and receive emails to it as needed whilst you test your workflows, queues and more, without interfering with your customer service team’s workload.

• Internal comms - create Gnatta mail accounts for internal departments, like the marketing and PR teams, without needing to make a request through your IT department.

• Website forms - you can use a Gnatta mail account to receive external contact forms from your website, by setting up that form to notify your new email address in your website’s content management system.

Create an address

To get set up, head to Configuration > Settings > Channels > Email > Add an email account

Open

Navigate to Email settings, and click ‘Add an email account’

There are a few options in the modal, but we’re going to use Gnatta mail for our purposes here. Note that the domain after the @ is preset to your Gnatta domain name.

Open

Set up a Gnatta mail account

Once you’ve completed the stepper, your newly created Gnatta mail account will appear in the list of accounts. You’ll be able to view the streams (inbox and outbox), and note that a team has been set by default - it’s a good idea to change it to the correct one at this point.

It’s critical you select the correct team, because this is how Gnatta determines:

• Who is allowed to respond - for security purposes, only users who are in a team mapped to the account can respond to those interactions, regardless of whether they’re assigned on their radar.

• What availability there is - based on the opening hours schedule of the team(s) associated to the account. If an interaction is received after hours, you can create workflows to handle it differently

Now that you’ve created your email address, it’s time to think about your routing plan, and how you want to move conversations from this account into queue(s). More on next steps here: