📮Email address
Add or manage settings
“Email” is located at the top right of the list. You can create a new integration setting by clicking the “Add” button. For existing mailbox integrations, an “Edit” button is provided; clicking it will take you to the edit page so you can perform the appropriate edits.
Basic settings
Enter the main edit interface. The data setting fields are listed as follows:
Required
Field
Content
Associated channel integration
Select an already created channel integration name.
Mailbox name
The mailbox name will be used when replying to emails.
Description
Fill in a description to facilitate management and viewing.
Receiving settings
Required
Field
Content
Service mailbox address
Enter the mailbox you need to service. This is a required field.
SMTP sending settings
Required
Field
Content
Server location
The mail transfer protocol (SMTP) server name or IP location.
(Different providers have different SMTP locations)
Example: The server name provided by Google is: smtp.gmail.com
Port
Enter the port number. Example: 587, 465 (For security reasons,do not use 25 as the port number)
Account
Enter the email account you are servicing.
Password
Enter the password for your email service.
Encryption method
Select the encryption method.
SMTP send test
After completing all settings, be sure to perform the SMTP connection (send test). If the test succeeds, it means you have successfully configured the email sending function and can use the send feature correctly.
If the SMTP setup test fails, please carefully check the following error causes, including account, password, server, and security settings. Ensure these settings are correct, then try the test again to make sure everything works properly.
Please note that because the server performs basic email antivirus scanning, the actual time for emails to enter the system may be slightly delayed. These emails are processed in batches of about 5 minutes, so be aware of this time difference to ensure your emails are processed correctly.
FAQ
Is HTML rendering supported?
Received and replied email content may display differently depending on the customer's service platform or mail client (such as Gmail, iOS Mail, etc.). For example, Gmail does not support <head>,<button> and similar elements, so some styles cannot be fully rendered as expected.
FIRST LINE’s core positioning is to convert emails intotrackable services and ticket workflows, rather than a newsletter or EDM sending tool. For compatibility and stability reasons, the system restricts some styles and syntax but will still try to support mainstream, common HTML structures as much as possible.
Therefore, it is recommended to prioritizeticket processing and clear information deliverywhen composing email content, rather than focusing primarily on marketing layout effects.
Can emails be forwarded manually?
We recommend using each mailbox server’s native forwarding function rather than forwarding manually. This is because native forwarding and manual forwarding differ in form, including that direct forwarding will preserve the original sender and recipient information entering the system. If forwarded manually, because the method may differ from the system’s pipeline settings, it may be rejected by the system.
Sending emails failed or were rejected
When sending by email, if the server rejects the request, the system will display the specific error reason on the interface. This information not only helps you quickly identify the problem but also provides useful reference when communicating with technical personnel.
In most cases, the issue is usually related to the SMTP server’s account and password settings. If the error messagecontains keywords like "oauth", "credentials" or "password", it indicates account or password authentication failed, causing the server to reject your request. If keywords like "SSL" appear, it may be because the entered SMTP location’s SSL does not meet verification requirements and was therefore rejected.
To quickly resolve such issues, you can check the following key points:
Account and password: Ensure the SMTP account and password are entered correctly to avoid errors.
Server settings: Confirm the mail server settings are correct, especially whether the incoming and outgoing server addresses are correct.
Security settings: Check whether the SMTP location and SSL certificate are valid, and ensure other security settings are correct.
After confirming these details, try connecting to the mail server again. These checks can effectively resolve most mail server rejection issues.
Can I use an email alias?
We do not support using email aliases. These forms of email addresses often cause delivery rate issues. To avoid these problems, please use a standard email address as your support address.
Garbled or blank email content
The system does not intervene in processing email content. If your email appears garbled, please confirm you are using UTF-8 encoding and check whether the garbled emails come from a specific source or sender. If the email displays as blank, confirm whether the original email was blank to begin with.
Check processing during forwarding:Check whether there are security-related processing measures (such as content filtering, sensitive keyword replacement, attachment decompression, etc.) affecting the email encoding or content.
Check mail software or service settings:Ensure all related mail clients and servers use consistent character encoding (use UTF-8).
Further troubleshooting and support:If the problem persists, consider contacting the vendor of the mail system or security system for technical support and solutions.
A 550, "5.7.206"," Unauthenticated email from domain-name is not accepted due to domain's DMARC policy. Please contact the administrator of domain-name domain. rejection
The system should maintain good information security practices. If a DMARC policy is set, it will refuse to process emails that fail SPF or DKIM verification, so please check whether the sender’s domain has properly configured SPF and DKIM. In addition, if you modified the original content or headers of the email during forwarding, it may invalidate the original DKIM signature and cause sending failure.
Also providing the following information will help with the troubleshooting process:
Original emails sent and forwarded to your FIRST LINE within the past 30 days with intact email headers. The team needs the email headers to find the message ID in the email logs.
The expected date and time the customer sent the email.
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