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Email settings

These settings are in Settings → Email. You need Manage email (Cliedesk Admins and Owners).

Cliedesk Free sends email. Customers answer in the portal: every reply and notice email ends with View and reply in the portal, a link to the conversation there. In secure-link mode the email holds only this link. Free emails never ask the customer to reply to the email. Incoming mailboxes, support addresses and answers by email are available with Cliedesk Pro; Free shows them with a PRO badge.

Sending

Under Sending, WordPress mail sends your email by default. For better delivery, select Add connection and add an SMTP connection. Turn on Use for all email to make it the Default connection. The default connection also sends from the workspace sender address. A connection that fails shows Not working.

To check it, enter an address under Send a test email to and select Send test.

Under Sending, choose the mode:

  • On: email goes out.
  • Paused (email waits): email waits in the outbox until you turn sending on again.
  • Test: send everything to one address: every email goes to the Test address instead.

Delivery log

Delivery log lists the latest emails with their status: Queued, Sent, Not sent or Delivery uncertain. In the conversation, a reply that was not sent shows the reason. Choose Retry, Edit and resend or Discard. When the result is uncertain, you can mark the email as sent. These replies are listed in Needs attention until you act.

Blocked addresses

Blocked addresses lists addresses Cliedesk does not send to. Enter an address under Block an address and choose All email or Notices only (replies still allowed). Select Unblock to remove one. People who manage email can send one email to a blocked address with Send anyway once. Blocking addresses from returned mail (bounces) is available with Cliedesk Pro.

Sender and replies

Under Sender and replies:

  • Sender address: the From address of replies, notices and system emails. It is the WordPress admin email until you change it. Use an address on your own domain, such as support@yourdomain.com. With WordPress mail (no SMTP connection), a sender on another domain, such as a Gmail address, goes out as wordpress@yourdomain.com with your address as Reply-To, because the server cannot send for that domain. Add an SMTP connection to send from any address it may use.
  • Site sender name: the name on system emails, and on replies when Sender name is Site sender name.
  • Replies are sent from your sender address and link to the portal, where customers answer.
  • Sender name: Agent at brand (“Anna at Shop”) (the default), Brand name or Site sender name.
  • Quote the customer’s last message under the reply.

Select Save reply options. Different reply options per product are available with Cliedesk Pro. Reply to all, the reply-above line and an archive copy (Bcc) are available with Cliedesk Pro.

System emails

System emails are sent by Cliedesk itself: request received, chat emails, status changes and the satisfaction survey. See Recipes, system emails and the assistant. The acknowledgement of incoming email is available with Cliedesk Pro.

Deliverability

Deliverability checks the DNS records of your sending domains: SPF, DKIM, DMARC and MX. When a record is missing or wrong, it shows the exact record to add at your DNS host. Enter a DKIM selector (optional) and select Re-check. Cliedesk checks again every week and sends one alert email when a domain starts or stops failing (setting email.deliverability_alerts, the site admin by default).

Email layout

Email layout is the frame around every reply and automatic email. Pick Layout for: Workspace (default) or the workspace brand. Edit the HTML layout and the Plain-text layout, check the Preview, then select Save layout. Use the default goes back to the built-in layout.

Use only the listed tokens: {content} (required), {signature}, {history}, {delimiter}, {agent.name}, {brand.name}, {brand.logo_url}, {footer} and {unsubscribe_url}. An unknown token cannot be saved. A line whose tokens are empty is left out. Every email uses the workspace brand’s layout, else the workspace layout, else the built-in one. Layouts for several brands are available with Cliedesk Pro.

Attachments

Outgoing files up to 10 MB (setting email.link_threshold_mb) are attached. Larger files go as links that work without sign-in for 30 days (setting email.link_days). File types you do not allow are refused. Files in incoming email come with Cliedesk Pro.