Atlas

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Talk to your customers via email by forwarding your support emails to your designated Atlas inbox. To receive emails in Atlas, setup forwarding in your support inbox to forward new emails to your Atlas inbox. 

If you have a designated support email address:

If you're using Google Workspace, you can find instructions 

. If you're using Outlook, you can find instructions 

Add your Atlas inbox as a member of the group that can both 

If you are forwarding emails from a Google workspace:

 and set your Atlas inbox as one of the recipients in the routing rule. If you would like the messages to continue to go to your team, make sure you also include your teammates as recipients.

If your emails don't show up in Atlas after your forwarding rules are turned on, check that your company allows forwarding to an external domain. If it doesn't you should add your Atlas inbox to the allowlist for external forwarding.

Ensure you have Exchange administrator or Global administrator privileges in Microsoft 365.

The source mailbox must have an active license unless it’s a shared mailbox.

To forward emails to external recipients, verify that your organization’s policies permit automatic external forwarding.

Receiving emails in Atlas

To send emails from Atlas via your support email address, you need to configure your DNS records appropriately. If your DNS records are not configured, your 

 address will be set to your Atlas inbox address.

Enter a name for internal reference (e.g., "Support").

Input your support email address (typically 

Note the Atlas inbox address. You'll forward all mail from your support inbox to this address.

When a customer email is forwarded to your support inbox, Atlas automatically detects the original sender and sets them as the customer. This prevents misrouted tickets and ensures the right person is assigned every time.

If an internal team member forwards a customer email to Atlas, the system auto-recognizes the original sender as the customer.

You’ll see an activity note in the ticket confirming that the customer was auto-switched.

The forwarding team member will be CC’d automatically, so they stay in the loop.

To configure your DNS records, go to the App Config > Channels > Email page and click on "View DNS Records"

From here, you'll see a table with the DNS records you need to create for your domain that looks something like the following:

The instructions will vary slightly depending on your domain registrar (details below), but the process is generally:

go to your domain registrar and then open their DNS

add a new record for each of the rows in the table with the settings specified (eg, Type → 

You can check that your records are configured correctly by clicking the "Check records" button to confirm your settings. However, note that these settings can take up to 24 hours to take effect depending on your registrar's settings.

For some common registrars, see specific instructions below:

Sending emails from Atlas

It's common for customers to send emails to individual team members or to teams outside of support that then need to be sent to your support team to handle. When this happens, the default behavior would be for this ticket to show up under the team member or team email that forwarded the email rather than the originating customer. 

However, if the teammate or team's email is from your domain, Atlas will automatically switch the customer on this ticket to the original customer if the customer exists in Atlas. If they don't exist in Atlas, a new customer will get created under the original customer's email address.

Forwarded emails

To get emails into Atlas, you need to forward them from your support email inbox(es). 

To send emails from Atlas, you need to setup DNS records so that Atlas can send emails through your domain (so that the receiver will see the emails as coming from your support email address rather than from an Atlas domain). Since emails are sent from Atlas directly and not through your email client (eg, GMail, Outlook, etc.), they won't show up in your email client.

Email flow

Chat, email, SMS, and other channels for talking to your customers