This article is part of the Implementing Omni series. The previous article is Defining agent skills for Omni.
When Omni is activated for your environment, you will be notified of an email address associated with it. This takes the form of inbound@XXXX.leaddesk-mail.com, with the XXXX replaced by your environment number.
This is your internal email address, and while it could be used by customers to send emails to Omni, it is generally preferable to have an external email address customers can use, which is forwarded to your internal one.
The customer only needs to know and use the external mail address, possibly one they have already been using. Your mail server will need to forward that mail to the internal email address.
Within LeadDesk, you will need an Inbound Route that recognises the combination of external and internal mail addresses used, so that it can forward the message to the correct queue. The queue will offer the message to an agent with appropriate skills.
To create this in LeadDesk, we work backwards, starting with queues.
The next article discusses how to create an omnichannel queue.