Testing email

This article is part of the Implementing Omni series. The previous article is Creating inbound routes for email.

For testing purposes, you may want to create an inbound route for your internal email address (usually in the format "inbound@XXXX.leaddesk-mail.com" but with your environment number in place of XXXX).

This step is optional, but when you are setting up for the first time, or wanting to troubleshoot later, this can be a useful addition.

Create an Inbound route as described in Creating inbound routes for email using your internal email address in the Email address field. Choose an Omnichannel queue to link this email address to. Select a Project as normal.

4. Identify an agent who has the skill required (if any) to serve that queue and has access rights to the linked project.
5. Log in as that agent and turn on inbound.
6. Send an email to your internal email address.

If the queue, project, and agent are correctly setup, the agent should receive the email.

The final step of setting up inbound email is to ensure that emails are being correctly forwarded.