Send Emails from Sprinklr's Domain

Updated

7 hours ago

Sprinklr provides email accounts that run on Amazon Simple Email Service. You can use these accounts to send and receive email without creating accounts in Gmail or Microsoft Exchange. This helps you manage communication inside Sprinklr Service.

Sprinklr supports three ways to send email:

Using the Sprinklr support domain
Using the Sprinklr support domain with auto forwarding from your organization's domain
Using your organization's domain directly

Note: Access to this feature is controlled by dynamic property. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

Send Emails from Sprinklr's Domain

You can create an email account under the Sprinklr support domain. You can choose any username that fits your organization's identity. The domain is a subdomain of sprinklrsupport.com. This option is useful when you do not want to integrate an external mailbox.

Example addresses

help@acme.sprinklrsupport.com
customersupport@entity.sprinklrsupport.com
enquiries@help.sprinklrsupport.com
returns@service.sprinklrsupport.com

For example, you could create an email account like "help@acme.sprinklrsupport.com," where "help" is the chosen username and "acme.sprinklrsupport.com" is the domain of the email account, where "acme" can also be customized to reflect your business's identity.

Steps to Add a Sprinklr Domain Email Account

Follow the steps below to add a Sprinklr domain email account

Click the New Tab icon. In Platform Modules, select Social Accounts within Listen.
The Accounts Record Manager screen will open.
Click the 'Add Account' button at the top right corner to add a new account.
From the Add Account screen, select Email as the channel.
The Add Email Account window will open. Configure the following input fields on the screen:
- Display Name: Enter the name that will be displayed within Sprinklr.
- Account Type: Select Sprinklr from the dropdown options.
- Email Domain Type: Select the sprinklrsupport domain from the dropdown options.
- Sender Display Name: Enter the sender display name. This is the name visible to the recipients of the emails.
Sprinklr Support Domain Configuration
- Domain Name: It refers to the subdomain of "sprinklrsupport.com," which can be customized according to your preferences.
- Local Name: It represents the username for your email account, such as "help," "customersupport," "enquiries," or "return."
Click Save to add the email account. Once the domain is verified, the email ID will be added to the existing rule set, and the account will be ready for receiving and publishing emails.

Send Emails from Business's Domain using Auto-Forwarding

You can send emails from your organization domain even when the mailbox inside Sprinklr is under the Sprinklr support domain. For example, you can send email from help@organization.com while the Sprinklr account is help@organization.sprinklrsupport.com.

Steps to Configure Auto Forwarding

Follow these steps to configure auto forwarding:

On the Add Email Account window, select the Email Domain Type as Sprinklrsupport + Custom domain with autoforwarding.

Sprinklr Support and Custom Domain Configuration

Configure the following fields under Sprinklr Support and Custom Domain section

Field Name	Description
Custom Domain Name	Enter the Custom Domain Name. This is your organization domain such as acme.com or organization.in. Click Generate Records to obtain TXT and DKIM records for the organization's domain. Add the TXT and CNAME DKIM records to your DNS. Sprinklr uses these records to send email as your organization domain.
Sprinklrsupport Domain Name	It refers to the subdomain of "sprinklrsupport.com," which can be customized according to your preferences.
Local Name	It represents the username for your email account, such as "help," "customersupport," "enquiries," or "return."
Sender Email Address	Enter the Sender Email Address from which you want your users to receive emails.

Click Save at the bottom.

DNS Note: You must add three TXT records and three CNAME records as DKIM records in your domain DNS settings. A TXT record stores text information that email services use for verification and security. A CNAME record maps one domain name to another domain name. MX records are not needed in this setup because you will use auto forwarding. Emails reach your original mailbox first and are then forwarded to Sprinklr. Sprinklr does not receive email for the custom domain directly, so MX records are not required.

After you complete the steps above, Sprinklr sends email from help@organization.com. Your customers reply to help@organization.com even though the email account in Sprinklr is help@organization.sprinklrsupport.com. To make this work, set up an auto forward rule in your original mailbox so all incoming messages to help@organization.com go to help@organization.sprinklrsupport.com.

Setup Auto Forwarding from Microsoft Exchange

Open your Microsoft Exchange mailbox.
Click the Settings icon. 
Click the Forwarding tab. 
Enter the Sprinklr support address, for example support@organization.sprinklrsupport.com.
Select the option to keep a copy of forwarded messages. 
Click Save.

Setup Auto Forwarding from Gmail

Open your Gmail account.
Click the Settings icon.
Open the Forwarding and POP/IMAP tab under Settings.
Click Add a forwarding address. Enter the Sprinklr support address.
Click Next.

Send Emails from Business's Domain

You can use your organization domain directly inside Sprinklr when you do not have a native mailbox or do not want to use the Sprinklr support domain. In this setup Sprinklr receives email for your domain so you must add MX records.

Steps to Add a Custom Domain Mailbox

Follow the steps below to add a custom domain mailbox:

On the Add Email Account window, select the Email Domain Type as custom domain.

Custom Domain Configuration

Configure the following fields under Custom Domain section

Field Name	Description
Custom Domain Name	Enter the Custom Domain Name. This is your organization domain such as acme.com or organization.in. Click Generate Records to obtain TXT, CNAME DKIM, and MX records for the organization's domain. Add all the records to your DNS. Sprinklr uses these records to send and receive email as your organization domain.
Local Name	It represents the username for your email account, such as "help," "customersupport," "enquiries," or "return."
Sender Email Address	It is the email address from which you want your users to receive emails.

DNS Note: You must add three TXT records, three CNAME records as DKIM records, and MX records in your domain DNS settings. MX records define the mail server that receives email for your domain. In this setup, you must add MX records that point to Sprinklr. This sends all email for the custom domain directly to Sprinklr mail servers, which is required when there is no auto forwarding.

Click Save at the bottom.

These options give your organization flexible ways to send and receive email in Sprinklr Service. You choose the method that fits your domain setup and technical needs. After configuration, your teams can manage communication in one place and maintain consistent email behavior across all workflows.