📮Email address

Add or manage settings

The “Email” is located at the top right of the list. You can create a new channel integration setting by clicking the “Add” button. For existing mailbox channels, an “Edit” button is also provided; clicking it will take you to the edit page so you can perform the corresponding editing operations.

Basic settings

Enter the main editing interface. The data setting fields and field list are as follows:

Required	Fields	Content
	Associated channel integration	Select an already created channel integration name.
	Mailbox name	The email address name will be used when replying to messages.
	Description	Fill in a description for easier management viewing.

Receiving settings

Required	Fields	Content
	Service email address	Enter the mailbox you need to service; this is a required field.

Please configure according to your company or personal email settings, such as Google , Yahoo , Outlook ... etc., follow the instructions to set up andforwardto FIRST LINE.

SMTP sending settings

Required	Fields	Content
	Server address	Mail Transfer Protocol (SMTP) server name or IP address. (Different providers have different SMTP addresses) Example: The server name provided by Google is: smtp.gmail.com
	Port	Enter the port number. e.g.: 587, 465 (For security reasons,do not use 25 as the port number)
	Account	Enter your email account for the service.
	Password	Enter your email password for the service.
	Encryption	Select the encryption method.

SMTP sending test

After completing all settings, be sure to perform an SMTP connection (send test). If the test succeeds, it indicates you have successfully configured the mail 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 confirm everything is working 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. Emails will be processed in batches of about 5 minutes, so please be aware of this time difference to ensure your emails are handled correctly.

Frequently Asked Questions

Can emails be forwarded manually?

We recommend using the native forwarding feature of each mailbox server rather than forwarding manually. This is because native forwarding and manual forwarding differ in format; direct forwarding will preserve the original sender and recipient information when entering the system. If forwarded manually, the method may differ from the system's channel settings and could be rejected by the system.

Failed or rejected email sending

When sending by email, if the server rejects it, the system will display specific error reasons in 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 account and password settings. If the error messagecontains keywords like "oauth", "credentials" or "password", it indicates account or password authentication failed and the server rejected 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 problems, 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 addresses of the incoming and outgoing servers 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 an email address with an alias be used?

We do not support using email aliases. These forms of email addresses often cause deliverability issues. To avoid these problems, please use a standard email address as your support address.

Message content garbled or blank

The system does not intervene in processing message content. If your message appears garbled, please confirm you are using UTF-8 encoding and check whether the garbled messages come from a specific source or sender. If a message appears blank, confirm whether the original message was indeed blank.

• Check the handling during forwarding:Check whether there are security-related processing measures (such as content filtering, sensitive keyword replacement, attachment decompression, etc.) affecting message 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.

Encountered 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

To comply with information security principles, the system maintains good security measures and enforces DMARC policy settings. It will refuse to process emails that fail SPF or DKIM verification, so please check whether the sender's domain has correctly configured SPF and DKIM. Additionally, if you modify the original content or headers of the message during forwarding, it may invalidate the original DKIM signature and cause sending to fail.

Providing the following information will also help the troubleshooting process:

1. 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.

2. The customer's approximate date and time when the email was sent.