Email Configuration Options in Sprinklr (SES)
Updated
Sprinklr provides built in email accounts that run on Amazon Simple Email Service. You can use the Sprinklr support domain, use the Sprinklr support domain with auto forwarding from your organization’s domain, or use your organization’s domain directly. These options let you send and receive email through Sprinklr while keeping all email interactions managed in one place.
Note: Access to this feature is controlled by a 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.
Add an Email Account in Sprinklr
Follow the steps below to add an email account:
Click the New Tab icon from Sprinklr launchpad.
Navigate to Platform Modules and 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 configuration window will open.
Configure Add Email Account Fields
Configure the following input fields under the Add Email Account section. These fields appear for all domain types:
Field Name | Description |
Display Name | This is the name you see inside Sprinklr. It helps you recognize the account in reports, routing rules, and queues. It does not appear to your customers. |
Account Type | This tells Sprinklr the source of the mailbox. [SS2] Select Sprinklr from the dropdown options. |
Email Domain Type | This controls the domain your outgoing email uses. The value you select determines the setup steps and DNS changes you must make. The following options are available: • sprinklrsupport domain: You send email from a subdomain of sprinklrsupport.com. Sprinklr manages DNS and receives email. • sprinklrsupport + custom domain with auto forwarding: You send email from your organization domain and forward all incoming email to a Sprinklr mailbox. • custom domain: You send and receive email directly from your organization domain. Sprinklr receives email through MX records. |
Sender Display Name | This is the sender name your customers see. It appears in their inbox before the sender email address. Use a friendly and consistent name such as Support Team or Acme Helpdesk. |
Choose a Domain Type
Select one of the domain types based on your setup.
Option 1: Send Email from Sprinklr Domain
You can configure an email account using a Sprinklr‑managed subdomain of sprinklrsupport.com. This option allows you to send and receive emails entirely through Sprinklr’s Amazon SES infrastructure without integrating your organization’s own domain or mailbox. You define both the subdomain and the local username, allowing you to create an address that reflects your brand identity even while using Sprinklr’s domain.
When to Use This Configuration
Use a Sprinklr‑managed domain when:
You do not want to configure DNS records on your organization’s domain (SPF, DKIM, MX, etc.).
You do not have an existing mailbox for your support address or do not want to maintain one.
You want a quick setup for testing, staging, pilots, or internal evaluation of Sprinklr’s email capabilities.
Brand exposure is not a concern, such as internal help desks, temporary support queues, beta programs, or migration transitions.
You need an independent support channel without affecting or depending on your organization’s primary email infrastructure.
This setup is typically avoided for customer-facing communication due to branding requirements.
Using a Sprinklr‑managed domain avoids the need for IT intervention, mailbox provisioning, or domain ownership validation. It offers the simplest and fastest path to enabling email in Sprinklr.
Example Email Addresses
You can customize both the subdomain and the username:
For example, in help@acme.sprinklrsupport.com:
help is the username
acme.sprinklrsupport.com is the custom subdomain representing your organization or team
Sprinklr Support Domain Configuration Fields
Domain Name: This is the custom subdomain you define under sprinklrsupport.com.
Enter a short, recognizable name representing your organization or team.
Example: acme.sprinklrsupport.com
Local Name: Enter the username that forms the first part of the email address.
Examples include:
help
support
returns
enquiries
The final email address will follow this format: <localname>@<custom-domain>
Example: support@acme.com
After entering the Domain Name and Local Name, click Save. Once Sprinklr verifies the configuration, the new email address is automatically added to your rule set, and the account becomes fully capable of sending and receiving email through Sprinklr.
Option 2: Send Email from Organization Domain Using Auto Forwarding
Choose this option when you already have a support email address on your company domain and want to keep using it in Sprinklr without connecting the mailbox directly.
Note: You must complete domain verification to send emails from your own domain in Sprinklr.
In this setup:
Incoming emails first reach your organization’s existing mailbox (e.g., help@organization.com).
You configure auto‑forwarding in that mailbox so messages are forwarded to the corresponding Sprinklr address (e.g., help@organization.sprinklrsupport.com).
Sprinklr sends replies using your verified organization domain, so customers continue interacting with the familiar brand address.
When to Use This Configuration
This approach is ideal when:
You already have an active support mailbox that must continue receiving mail.
Your IT or security policies do not allow updating MX records to route mail directly to Sprinklr.
You want to keep your organization’s mailbox as the “source of truth” while still using Sprinklr to manage conversations.
You prefer a low‑impact integration without changing how email is hosted or delivered to your domain.
Requirements:
The organization must have an active mailbox for the address receiving inbound customer mail.
Example Setup
Customer-facing address: help@organization.com
Sprinklr internal address: help@organization.sprinklrsupport.com
Workflow:
Customer sends email to help@organization.com.
Your mailbox receives the email.
Auto-forwarding sends it to help@organization.sprinklrsupport.com.
Sprinklr processes the message and manages replies through your verified domain.
Sprinklr Support and Custom Domain Configuration
Configure the following fields under Sprinklr Support and Custom Domain section.
Field Name | Description |
Custom Domain Name |
|
Sprinklrsupport Domain Name | Specify the subdomain under sprinklrsupport.com that Sprinklr will use for message ingestion. Example: organization.sprinklrsupport.com This subdomain will form the Sprinklr‑managed inbound address used for auto‑forwarding. |
Local Name | Enter the username for the mailbox. This forms the first part of the Sprinklr email address. Examples:
The final Sprinklr address becomes: <localname>@<sprinklrsupport-domain> |
Sender Email Address | Specify the customer‑facing email address that Sprinklr will use to send replies, such as: This is the address customers will see in their inbox. |
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.
How It Works End‑to‑End
Once configuration is complete:
Sprinklr sends emails using help@organization.com (authenticated through your DNS records).
Customers reply to help@organization.com, not the Sprinklr address.
Your original mailbox receives the message first.
Auto‑forwarding pushes it to help@organization.sprinklrsupport.com, where Sprinklr processes it.
This maintains consistent customer-facing branding while leveraging Sprinklr workflows.
Setup Automatic Forwarding from Microsoft Exchange
Follow the steps below turn on automatic forwarding in outlook:
Open your Microsoft Exchange mailbox.
Click the Settings icon.
Navigate to Email section and select the Forwarding option from the second pane.
Switch on the Enable forwarding toggle.
In the Forward my email to: section, enter the Sprinklr support address, for example support@organization.sprinklrsupport.com.
Select the keep a copy of forwarded messages checkbox if you want to save a copy of forwarded messages.
Click Save.
For detailed information refer to Turn on automatic forwarding in Outlook.
Setup Auto Forwarding from Gmail
Open your Gmail account.
Click the Settings icon and open All Settings.
Open the Forwarding and POP/IMAP tab under Settings.
Click the Add a forwarding address button. Enter the Sprinklr support address on the pop up screen.
Click Next. An authentication window will pop up. Enter the required details. Once you are successfully authenticated. The auto forwarding will be setup.
For detailed steps, refer to Automatically forward Gamil messages to another account.
Option 3: Send Emails from Organization Domain
Use this configuration when you want Sprinklr to send and receive email directly on behalf of your organization’s domain. In this setup, Sprinklr’s Amazon SES infrastructure becomes the mail handler for your domain, meaning incoming messages are delivered straight to Sprinklr instead of going to an external mailbox.
Note: You must complete domain verification to send emails from your own domain in Sprinklr.
When to Use This Configuration
This option is ideal when:
You do not have an existing mailbox (for example, a brand‑new support address).
You want Sprinklr to manage all inbound and outbound communication without depending on your organization’s email servers.
You prefer a full integration that avoids auto‑forwarding or external mail routing.
Your IT team approves updating MX records to direct incoming mail to Sprinklr.
This setup offers the most seamless and scalable experience because Sprinklr becomes the primary email processor for your support domain.
Custom Domain Configuration
Configure the following fields under Custom Domain section to enable direct domain integration.
Field Name | Description |
Custom Domain Name | Enter the domain you want Sprinklr to use, such as acme.com or organization.in.
After entering the domain, click Generate Records. Sprinklr will provide the DNS records required to authenticate and route email: •TXT records (for SPF and domain verification) •CNAME (DKIM) records (for email signing/authentication) •MX records (to route incoming email directly to Sprinklr’s SES infrastructure)
Add all the generated records to your domain’s DNS. |
Local Name | Enter the username that forms the first part of the email address.
The final email address will follow this format: <localname>@<custom-domain> Example: support@acme.com |
Sender Email Address | Enter the email address you want your customers to see when receiving replies from Sprinklr. This is typically the same address created with the Local Name field (e.g., help@acme.com). |
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.
How It Works End‑to‑End
Using your organization’s domain directly with Sprinklr allows you to fully centralize email communication. After configuration:
Sprinklr sends email from your brand address (e.g., support@acme.com).
Incoming messages are delivered straight to Sprinklr using MX routing.
Your teams manage all email conversations within a single unified workspace.
This configuration provides a flexible and scalable way to support your customers while maintaining complete control over your domain identity.
These email domain configuration options give your organization flexible ways to send and receive email in Sprinklr Service. You can 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.