Documentation

Email channel

Connecting mailboxes, your own domain, importing, rules, automatic reply, signatures and limits.

  1. Email setup: the options at a glance

    aishaa's email wizard guides you in a few steps to the right way of receiving and sending customer email: Outlook, Gmail, your own domain or mail server, or the built-in aishaa Mail address.

    Organisation admin
  2. Connect Gmail or Google Workspace

    Connect a Gmail or Google Workspace mailbox by signing in with Google; aishaa then sets up sending and receiving automatically and immediately offers to import recent emails.

    Organisation admin
  3. Connect Outlook or Microsoft 365

    Connect a Microsoft account for the whole account, have your IT admin approve the connection if needed, and then choose per organisation which Outlook mailbox (including a shared mailbox) aishaa uses.

    Organisation admin
  4. Send from your own domain via aishaa

    Let aishaa send from your own email address without a mail server: add two DNS records (a TXT record for DKIM and a CNAME record for the Return-Path), wait for verification and activate the route.

    Organisation admin
  5. Send via your own SMTP server

    Let aishaa send through the mail server you already have: add an SMTP connection with host, port, security and login details, validate it and activate sending via SMTP; receiving works through forwarding.

    Organisation admin
  6. Your aishaa Mail address and forwarding

    Every organisation has a built-in aishaa Mail address that works straight away: give it to customers, or forward your own mailbox to it so aishaa receives your customer email. The address always keeps working as a safety net.

    Organisation admin
  7. Import email history

    Import recent emails from your connected Gmail or Outlook mailbox, or via a Google script with an import key, so that aishaa recognises ongoing conversations as soon as customers email again.

    Organisation admin
  8. Advanced: endpoints, sending methods and routing rules

    On the Advanced mail configuration page you manage the building blocks behind the email wizard yourself: providers, email endpoints (each with a sending method, a default assignment and optionally an archive copy in BCC) and inbound routing rules with priorities.

    Organisation admin
  9. Incoming email rules

    Set up account-wide rules that recognise incoming emails by sender, recipient or subject and block them or close their ticket automatically.

    Organisation admin
  10. Contact form senders

    Have aishaa extract the customer's real email address and name from the message body of contact form emails, so the ticket is in the customer's name and replies reach the customer.

    Organisation admin
  11. Automatic reply and acknowledgement of receipt

    The Automatic replies page no longer exists: you now create an acknowledgement of receipt or a message outside opening hours as a workflow. aishaa has moved your existing automatic replies into one.

    Organisation admin
  12. Review email

    Write a review request by email and send it in a batch to satisfied customers: marked manually when a ticket is closed or recognised automatically with a satisfaction score.

    Team lead
  13. External parties

    Manage the account-wide list of pre-approved suppliers and other external parties that aishaa may propose an email to. This list is also the address book that your colleagues see when forwarding and in CC and BCC.

    Account admin
  14. Signatures

    Set up your own email signature under My profile, per organisation if you have several, add alternatives with the Extra signatures feature, and read what happens when you send without a signature.

    Viewer
  15. How aishaa links emails to the right conversation

    Which evidence aishaa accepts to link an incoming email to an existing ticket, what never counts as evidence, when a closed ticket reopens, how ticket titles are created and how to reply to an email ticket via another channel.

    Viewer
  16. Spam filter and allowed senders

    Switch on the account-wide spam filter, choose the threshold (0 to 30, default 10) and manage the allowed senders that always bypass the filter; replies to existing tickets always arrive as usual.

    Account admin
  17. Sending limits and image optimisation

    How large an email from aishaa may be for each sending method, how aishaa automatically shrinks photos in the message, when an attachment becomes a download link and when sending is blocked.

    Agent