This article is part of the Implementing Omni series. The previous article is Specifying the sender address.
The Example Company has two existing email addresses, service@example.com and GoldService@example.com.
- They set up two inbound omnichannel queues, one for the general service, and one for Gold service.
- They give a priority of 1 to the general service queue, and a priority of 10 to the Gold queue. This makes sure that Gold emails will be offered to agents first.
- In the Gold queue, they select that agents need the Gold skill to be offered messages from it.
- They create inbound routes for both email addresses, directing each to the relevant queue and project.
- They speak to their email provider and set a date and time to go live with Omni and switch on mail forwarding.
- For their Gold project they update the Email sender to the GoldService@example.com and for their general service project, they update the Email sender to service@example.com.
- They check with their mail provider who informs them they don’t use SPF.
Email is now set up for your Omni environment. Next, proceed to Setting up inbound SMS, if you will be using SMS, or Setting up inbound calls otherwise.