> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/channels/email.md).

# Email

## Add or manage settings

"Email" is located at the upper right of the list. You can create a new channel integration setting by clicking the "Add" button. For existing email channels, an "Edit" button is also provided. When you click it, you will be taken to the editing page for convenient editing.

<figure><img src="https://842546780-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FMH3bMIPTZEkddL2gsNDC%2Fimage.png?alt=media&#x26;token=320f4fec-5d5e-4dee-93f6-c7ad0b1fa68f" alt=""><figcaption></figcaption></figure>

### Basic Settings

Enter the main editing interface; the data settings fields are listed below:

| Required                                                                     | Field                       | Content                                                             |
| ---------------------------------------------------------------------------- | --------------------------- | ------------------------------------------------------------------- |
| <ul class="contains-task-list"><li><input type="checkbox"></li></ul>         | Associated channel category | Select the name of an existing channel category.                    |
| <ul class="contains-task-list"><li><input type="checkbox" checked></li></ul> | Mailbox Name                | The name of the email inbox will be used when replying to messages. |
| <ul class="contains-task-list"><li><input type="checkbox"></li></ul>         | Description                 | Fill in a description to make management and review easier.         |

### Incoming Mail Settings

| Required                                                                     | Field                 | Content                                                          |
| ---------------------------------------------------------------------------- | --------------------- | ---------------------------------------------------------------- |
| <ul class="contains-task-list"><li><input type="checkbox" checked></li></ul> | Service email address | Enter the mailbox you need to service; this is a required field. |

{% hint style="info" %}
Please configure according to your company or personal email settings, such as [**Google**](https://support.google.com/mail/answer/10957) , [**Yahoo**](https://tw.help.yahoo.com/kb/SLN22028.html) , [**Outlook**](https://support.office.com/zh-tw/article/%E4%BD%BF%E7%94%A8-outlook-web-app-%E4%B8%AD%E7%9A%84%E8%A6%8F%E5%89%87%E8%87%AA%E5%8B%95%E8%BD%89%E5%AF%84%E9%83%B5%E4%BB%B6%E5%88%B0%E5%85%B6%E4%BB%96%E5%B8%B3%E6%88%B6-1433e3a0-7fb0-4999-b536-50e05cb67fed) ... and so on, and forward your mail**forward**to FIRST LINE.
{% endhint %}

### SMTP Sending Settings

| Required                                                                     | Field             | Content                                                                                                                                                                                               |
| ---------------------------------------------------------------------------- | ----------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| <ul class="contains-task-list"><li><input type="checkbox"></li></ul>         | Server location   | <p>Simple Mail Transfer Protocol (SMTP) server name or IP address.</p><p>(Different providers have different SMTP locations)</p><p>Example: The server name provided by Google is: smtp.gmail.com</p> |
| <ul class="contains-task-list"><li><input type="checkbox" checked></li></ul> | Port              | <p>Enter the port number. Example: 587, 465<br>(Due to security concerns,<strong>port 25 must not be used as the port number</strong>)</p>                                                            |
| <ul class="contains-task-list"><li><input type="checkbox"></li></ul>         | Account           | Enter your service email account.                                                                                                                                                                     |
| <ul class="contains-task-list"><li><input type="checkbox"></li></ul>         | Password          | Enter your service email password.                                                                                                                                                                    |
| <ul class="contains-task-list"><li><input type="checkbox"></li></ul>         | Encryption method | Select an encryption method.                                                                                                                                                                          |

### SMTP Sending Test

After completing all settings, be sure to perform an SMTP connection test (sending test). If the test is successful, it means you have successfully set up email sending and can use the sending function correctly.

But if the SMTP setup test fails, please carefully check the following possible causes of the error, including the account, password, server, and security settings. Make sure these settings are all correct, then try the test again to ensure everything is working properly.

<figure><img src="https://842546780-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2F2oylQc7QMBL0atEl7z5K%2Fimage.png?alt=media&#x26;token=1ae2e218-6354-4cef-a667-b42e33bef6bc" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Please note that, because the server performs a basic email virus scan, the actual time it takes for an email to enter the system may be slightly delayed. These emails are processed in batches of approximately 5 minutes, so please keep this time difference in mind to ensure your emails are handled correctly.
{% endhint %}

## FAQs

For quick reference, the following are organized by "Incoming Mail and Forwarding," "Sending Mail and SMTP," and "Message Content and Format." Click a question to expand and view the explanation.

### Incoming Mail and Forwarding

<details>

<summary>Can I manually forward emails?</summary>

We recommend using the native forwarding feature of each mail server instead of forwarding manually. This is because native forwarding and manual forwarding differ in form; for example, direct forwarding preserves the original sender and recipient information when it enters the system. If you forward manually, the method may differ from the channel settings in the system and may therefore be rejected by the system.

</details>

<details>

<summary>Why do some emails not reach FIRST LINE?</summary>

FIRST LINE's email channel is usually set up through an existing company mailbox's**automatic forwarding (Forward) rules**to forward received mail to the designated mailbox provided by the system. Therefore, if you find that the original mailbox has received the email but it does not appear in FIRST LINE, we recommend first confirming whether the email was successfully forwarded.

The company's email system may, according to its own security policies, perform spam checks, virus scans, attachment checks, sender verification, or other security filters before forwarding. Some emails may therefore be blocked, quarantined, or fail to meet the existing forwarding rules, and thus not be forwarded onward to FIRST LINE.

Recommended checks, in order:

* Confirm that the original company mailbox did in fact receive the email.
* Check whether the automatic forwarding rule applies to that email and whether any exception conditions exist.
* Check whether the email was classified as spam, quarantined mail, or blocked by security mechanisms in the company mailbox.
* Check whether the mail server or security device has forwarding, delivery failure, or blocking logs.

{% hint style="info" %}
If only specific senders, specific attachments, or a small number of emails do not reach FIRST LINE, it is usually recommended that the company's mail or IT administrators first review the mail server and security system logs to confirm whether the email was actually forwarded to FIRST LINE.
{% endhint %}

</details>

<details>

<summary>How can I block spam from entering the customer service workflow?</summary>

Since the email channel is typically used together with the company's existing mailbox and forwarding rules, if you want to reduce spam or emails from specific senders entering the customer service workflow, we recommend configuring it in the following two directions:

1. **First filter at the company's existing mail system**\
   You can set filtering conditions in the original company mailbox, such as blocking specific sender addresses, creating spam rules, or setting messages that meet certain conditions not to be forwarded to FIRST LINE.
2. **Further routing through FIRST LINE**\
   If some messages still need to enter FIRST LINE first and then be judged, you can use the chatbot to route them based on sender address and other conditions, directing messages that do not need to enter the general customer service workflow to other handling methods.

By using**mailbox-side filtering first, then routing after entering FIRST LINE**, you can work with your existing corporate security and mail management policies to handle spam or messages from specific senders more flexibly.

</details>

### Sending Mail and SMTP

<details>

<summary>Failed to send email or was rejected</summary>

When sending email, if you encounter a server rejection, the system will display the specific error reason in the interface. This information not only helps you quickly identify the problem, but also provides useful reference when communicating with technical staff.

In most cases, the problem is usually related to the SMTP server account and password settings. If the error message<mark style="background-color:green;">contains keywords such as "oauth", "credentials", or "password", this indicates that account or password verification failed, causing the server to reject your request. If keywords such as "SSL" appear, it may be because the entered SMTP location's SSL does not meet the verification requirements, and thus was rejected</mark>.

To quickly resolve this kind of issue, you can check the following key points:

* **Account and password**: Make sure the SMTP account and password are entered correctly to avoid errors.
* **Server settings**: Confirm that the mail server settings are correct, especially whether the sender and receiver server addresses are accurate.
* **Security settings**: Check whether the SMTP location and SSL certificate are valid, and make sure other security settings are correct.

After confirming these details, try connecting to the mail server again. This check can effectively resolve most mail server rejection issues.

</details>

<details>

<summary>Received 550 / 5.7.206 / DMARC policy rejected</summary>

The system should, in accordance with information security principles and good information security practices, have a DMARC policy configured and will refuse to process emails that fail SPF or DKIM verification. Therefore, please check whether the sender's domain has SPF and DKIM set up correctly. In addition, if you modify the original content or headers of the email during forwarding, the original DKIM signature may become invalid and cause sending to fail.

The following information will also help with troubleshooting:

1. The original email sent and forwarded to your FIRST LINE within the past 30 days, with the email headers intact. The team needs the email headers to find the message ID in the email logs.
2. The expected date and time the customer sent the email.

</details>

### Message Content and Format

<details>

<summary>Does it support HTML rendering?</summary>

The content of received and replied emails may display differently depending on the service platform or mail client used by the customer, such as Gmail or iOS Mail. For example, Gmail does not support `<head>`,`<button>` and other elements, so some styles may not be rendered exactly as expected.

FIRST LINE's core positioning is to transform emails into**traceable service and ticket workflows**rather than a newsletter or EDM sending tool. Based on compatibility and stability considerations, the system will restrict some styles and syntax, but will still support mainstream, common HTML structures as much as possible.

Therefore, it is recommended to prioritize**ticket handling and clear communication of information**when writing email content, rather than focusing primarily on marketing layout effects.

</details>

<details>

<summary>Can I use an email address with an alias?</summary>

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

</details>

<details>

<summary>Garbled or blank email content</summary>

The system does not intervene in the processing of email content. If your email appears garbled, please confirm that UTF-8 encoding is being used and check whether the garbled email comes from a specific source or sender. If the email displays blank, please confirm whether the original email was blank to begin with.

* **Check processing during forwarding:** Check whether security-related processing measures (such as content filtering, sensitive keyword replacement, attachment decompression, etc.) are affecting the email encoding or content.
* **Check mail software or service settings:** Ensure that all related mail clients and servers use consistent character encoding (UTF-8).
* **Further troubleshooting and support:** If the problem persists, consider contacting the vendor of your mail system or security system for technical support and a solution.

</details>