How to Connect Email Through ConnectiveOne

Connect your corporate email to ConnectiveOne through a proxy service instead of direct connection via Gmail or Outlook. This allows you to process emails through ConnectiveOne's stable infrastructure and bypass mail provider limitations while maintaining your professional email address (e.g., [email protected]).

Prerequisites

  • Corporate email address (e.g., [email protected]) on Gmail or Outlook
  • Access to forwarding settings in your mail system (Microsoft 365 or Google Workspace)
  • Access to your domain's DNS settings (optional, for sending from your domain)
  • Instance administrator rights (for configuring email settings)

When It Will Be Useful

  • You want to connect corporate email without direct OAuth connection
  • You need to bypass Gmail/Outlook API limitations (email volume limits, rate restrictions)
  • You want to use ConnectiveOne's stable infrastructure for email processing
  • You need to connect multiple email addresses for different departments (support, sales, info)
  • You want to send emails from your professional domain

How It Works and How It Differs from Direct Connection

Differences from Direct Connection (Gmail/Outlook)

Direct Connection via OAuth:

  • You connect your real email account through OAuth authorization
  • Emails go directly through your mail provider (Gmail or Outlook)
  • You are limited by your mail provider's rules and limits (daily email limits, API restrictions, delivery delays)

Connection Through ConnectiveOne Proxy:

  • You do NOT connect real email through OAuth authorization
  • You configure forwarding (redirection) of emails from your email to ConnectiveOne's system email
  • Emails go through ConnectiveOne proxy, not directly through Gmail/Outlook
  • This allows you to bypass limitations of mail providers (email volume limits, API restrictions, delivery delays)

How It Works

Step-by-Step Instructions

Step 1: Add Email Address in ConnectiveOne

  1. Go to Settings → Instance Settings → "Email Settings" tab
  2. Click "Add Email" button
  3. Enter your corporate email address (e.g., [email protected])
  4. Click "Save"

The system will create a ConnectiveOne technical address (e.g., [email protected]) and show instructions for configuring forwarding.

Step 2: Configure Forwarding in Gmail or Outlook

⚠️ CRITICALLY IMPORTANT: After adding the email address, you need to configure automatic forwarding (redirection) of emails in your mail system.

Important:

  • Use redirect (server-level redirection), NOT "forward as" (forwarding on behalf)
  • Configure forwarding at the server level (in Microsoft 365 or Google Workspace), not in email client (Outlook, Mac Mail, etc.)

How to Configure Forwarding

Microsoft 365 (Exchange Online):

  1. Log in to Microsoft 365 Admin Center
  2. Go to Exchange admin center → Mail flow → Rules
  3. Click + → Create a new rule
  4. Name the rule (e.g., "Forward support to ConnectiveOne")
  5. Select condition: The recipient is → [email protected]
  6. Select action: Redirect the message to → [email protected]
  7. DO NOT use the option "Forward the message as an attachment" or "Forward the message to"
  8. Save the rule

Google Workspace:

  1. Log in to Google Admin Console
  2. Go to Apps → Google Workspace → Gmail → Routing
  3. Click Add another rule
  4. Name the rule (e.g., "Forward support to ConnectiveOne")
  5. Select condition: Add recipients → [email protected]
  6. Select action: Change route → Also deliver to → [email protected]
  7. DO NOT use the option "Forward to" with "Keep original message"
  8. Save the rule

Note: The ConnectiveOne technical address will be shown in the instructions after adding the email address.

Step 3: Add DNS Records (Optional, for sending from your domain)

Important: DNS records are only needed if you want emails to be sent from your corporate address [email protected] (instead of ConnectiveOne's technical address).

If you don't add DNS records: emails will still work through ConnectiveOne proxy, but will be sent from ConnectiveOne's technical address (e.g., [email protected]) instead of your corporate address.

After adding the email address, you will see DNS records that need to be added to your domain's DNS settings.

Important: You need to add these records in your domain registrar's DNS management panel (e.g., GoDaddy, Namecheap, Cloudflare, or your hosting provider).

DNS Records to Add

Note: Below is an example of DNS records. You will receive actual records with specific values in the instructions after adding the email address in settings.

You will see the following types of DNS records:

  1. SPF Record (TXT)

    • Name: @ (or your domain name)
    • Type: TXT
    • Value: v=spf1 include:mailgun.org -all
    • Purpose: Authorizes ConnectiveOne to send emails on behalf of your domain

    ⚠️ If you already have an SPF record:

    • DO NOT replace the existing SPF record!
    • Add include:mailgun.org to the existing record
    • Example: if you have v=spf1 include:_spf.google.com ~all, change it to v=spf1 include:_spf.google.com include:mailgun.org ~all

  2. DKIM Record (TXT or CNAME)

    • Name: k1._domainkey (or similar, e.g., k2._domainkey)
    • Type: TXT or CNAME (depends on provider)
    • Value: k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQC... (long string) or CNAME to k1.domainkey.mailgun.org
    • Purpose: Provides email authentication and prevents spoofing
    • Note: There may be 1-2 DKIM records (k1 and k2)

  3. DMARC Record (TXT) - Recommended

    • Name: _dmarc
    • Type: TXT
    • Value: v=DMARC1; p=none;
    • Purpose: Protects your domain from email spoofing and improves delivery
    • Note: If you already have a DMARC record, make sure it allows sending through Mailgun

  4. Domain Verification Record (TXT)

    • Name: @ (or your domain name)
    • Type: TXT
    • Value: mailgun-verify=abc123def456... (verification code)
    • Purpose: Verifies that you own the domain

How to Add DNS Records

  1. Log in to your domain registrar or DNS provider's control panel
  2. Navigate to DNS Management or DNS Settings
  3. Find the section for adding DNS records (usually "DNS Records", "Advanced DNS", or "Zone Editor")
  4. For each DNS record:
    • Click "Add Record" or "Create Record"
    • Select the record type (TXT)
    • Enter the Name (e.g., @ or krs._domainkey)
    • Enter the Value (copy exactly as shown in ConnectiveOne)
    • Set TTL (Time To Live) to 3600 or leave default
    • Click "Save" or "Add Record"
  5. Repeat for all three DNS records

Note: DNS changes can take from a few minutes to 48 hours to propagate. Usually, it takes 1-2 hours.

Step 4: Verify Domain

After adding DNS records:

  1. Wait at least 10-15 minutes for DNS changes to start propagating
  2. Go back to Settings → Instance Settings → Email Settings
  3. Find your email address in the list
  4. Click "Verify Now" button
  5. The system will check if DNS records are correctly configured

Verification Status:

  • Pending — DNS records are not yet verified (wait a bit longer and try again)
  • Verified — Domain is verified and ready to use
  • Failed — DNS records are incorrect (check that you copied values correctly)

If verification fails:

  • Double-check that you copied DNS record values exactly as shown
  • Ensure there are no extra spaces or characters
  • Wait a bit longer (DNS propagation can take time)
  • Try clicking "Verify Now" again

Step 5: Test Email Sending

After successful verification:

  1. In the Email Settings tab, find your verified email address
  2. Click "Test" button
  3. Enter a test email address (can be any email, not necessarily the configured one)
  4. Click "Send Test Email"
  5. Check the test email inbox — you should receive a test message

If test email is not received:

  • Check spam/junk folder
  • Verify that the email address is correct
  • Try sending to a different email address
  • Contact support if the issue persists

Step 6: Select Email in Bot Settings

After your email is verified, you can use it in your bot:

  1. Go to Bot Settings → select your bot
  2. Find the Channels section
  3. Enable Email channel
  4. In the email channel settings, you will see a dropdown with your verified email addresses
  5. Select the email address you want to use for this bot
  6. Click "Save"

Important: Each email address can be used in only one bot at a time.

Adding Multiple Email Addresses

You can add multiple email addresses for the same domain:

  1. Go to Settings → Instance Settings → "Email Settings" tab
  2. Click "Add Email"
  3. Enter a new email address
  4. If the domain is already verified, the new email will be automatically verified
  5. If the domain is new, follow Steps 2-4 to configure forwarding, add DNS records and verify

What Happens After Configuration

After successful configuration:

  • Incoming emails sent to your configured email address will automatically create tickets in your bot
  • Operators can respond to emails through the operator panel
  • Emails are sent from your professional domain (e.g., [email protected])
  • Email threading is preserved — replies are linked to original conversations
  • Attachments are supported — both receiving and sending

Troubleshooting

DNS Records Not Verified

Problem: Verification status remains "Pending" or shows "Failed"

Solutions:

  1. Wait longer (DNS propagation can take up to 48 hours)
  2. Verify that DNS records are added correctly:
    • Check the record type (must be TXT)
    • Check the name (must match exactly, including @ or subdomain)
    • Check the value (must be copied exactly, no extra spaces)
  3. Use online DNS lookup tools to verify records are visible:
    • Visit https://mxtoolbox.com/TXTLookup.aspx
    • Enter your domain name
    • Check if TXT records are visible
  4. Try clicking "Verify Now" again after waiting

Test Email Not Received

Problem: Test email is not delivered

Solutions:

  1. Check spam/junk folder
  2. Verify the recipient email address is correct
  3. Check if your domain's SPF/DKIM records are properly configured
  4. Try sending to a different email address
  5. Contact support if the issue persists

Email Already Used in Another Bot

Problem: Error message when trying to select email in bot settings

Solutions:

  1. Go to the bot that currently uses this email
  2. Remove the email channel from that bot
  3. Then select the email in your current bot
  4. Or use a different email address for this bot

Cannot Add Email Address

Problem: Error when trying to add email address

Solutions:

  1. Verify that the email format is correct (e.g., [email protected])
  2. Check if this email address is already added (look in the email list)
  3. Ensure you have administrator rights
  4. Contact support if the issue persists

Need Help?

If you encounter any issues during configuration:

  1. Check the troubleshooting section above
  2. Contact your ConnectiveOne administrator
  3. Reach out to ConnectiveOne support team

Last Updated: 2025-01-21