Email snap-in configuration

You must be a part of the group and have permission to send emails to the Google Group. This approach doesn't work with generic Google Groups ending with @googlegroups.com.

1. In the DevRev app, go to Settings > Integrations > Snap-ins and click Connections.

2. In the top-right corner, select + Connection, choose Google, and enter your connection name and domain name.

3. Toggle on Make public to make the connection public for your organization and click Next.

4. Click Sign in with Google and add your organization’s Gmail account. If you are already logged in using a different Gmail account select Use another account and continue.

   If you are using Google Groups then use the same Gmail account which has permission to send emails to the group and is a member of the group and continue.

5. In your Gmail account, go to Settings > Accounts and Import > Send mail as and add your group address.

6. Grant DevRev additional access to your Google account. Refer to our privacy policy for more information.

1. In DevRev app, go to Integrations > Snap-ins and click Connections.

2. In the top-right corner, select + Connection, choose Email service, and enter your connection name and domain name. Click Next.

   This opens the Email Domain Configuration box. Here you can see the records that you have to add to your domain’s DNS settings.

3. In the DNS settings of your domain provider, copy and paste the Name and the Value from your DevRev app, selecting the appropriate record Type. Select the TTL as required. Repeat the steps for all 6 records and click Save. The steps to add the DNS records vary by provider.

4. In the DevRev app, click Verify.

The message "DNS records configuration verified successfully" indicates that the connection is ready. The verification process may take some time. If the verification does not work instantly, wait to retry.

When setting up DNS records for DMARC configuration, it's important to ensure the correct format to avoid any issues. Here are some common troubleshooting tips for setting up DNS records.

• Some DNS providers automatically append the domain name at the end when adding DNS keys. For example, if your domain is support@example.com ensure that the DNS key is added as support@example.com and not support@example.com.example.com. This duplication can cause validation errors.

• Double-check that the DNS record is correctly formatted according to the instructions provided by DevRev. Any mistakes or incorrect formatting can lead to DNS record validation failures.

• Take note of the TTL value specified during the DNS record configuration. Changes to DNS records may take some time to propagate across different DNS servers due to the TTL. Be patient and allow sufficient time for the changes to take effect.

• If you encounter any issues with DNS record validation, you can try clearing your DNS cache from your servers or workstations. This helps ensure that your DNS queries fetch the latest DNS information without any cached records causing conflicts.

• For inserting an image: <img src="image link" />
• For inserting a link: <a href="link_address">link title</a>

Signature example:

1 <table
2   style="font-family: Arial, Helvetica, sans-serif; font-size: 12px; border: solid; border-width: 1px; border-color: gray"
3 >
4   <tr>
5     <td style="padding-right: 20px">
6       <img
7         src="https://d36urhup7zbd7q.cloudfront.net/a/bb923e8f-0044-4646-a84e-3a8128d90971.png#logo"
8         alt="DevRev"
9         width="30"
10       />
11     </td>
12     <td style="padding-right: 20px">DevRev</td>
13     <td style="padding-right: 20px">
14       <a href="https://devrev.ai">Support chat</a>
15     </td>
16     <td style="padding-right: 20px">
17       <a href="mailto:support@devrev.ai">support@devrev.ai</a>
18     </td>
19   </tr>
20 </table>
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Result:

1. If you are using Google Groups, add your support address as a member of the Google Group.

   You must be a part of the group and have permission to send emails to the Google Group.

2. Go to the settings of your support Gmail account.

3. Navigate to Forwarding and POP/IMAP and add the forwarding email address v___________@hooks.devrev.ai. Click Next.

4. Click Proceed when you are redirected to a new webpage. You are asked for a confirmation code sent to this forwarding address.

5. If the Primary Use Case is Tickets, go to Support > Tickets in the DevRev app; otherwise, if the Primary Use Case is Conversation go to Inbox. Find and open your verification message here.

6. Open the given link to confirm the request. Make sure you click the link that allows your support address to be forwarded to v___________@hooks.devrev.ai.

7. Go back to your Gmail forwarding settings, select Forward a copy of incoming mail and Save Changes to get this confirmation message on the top.

Email forwarding requires that the from account has a license.

You must be an Exchange administrator or Global administrator in Microsoft 365 to forward emails.

1. In the admin center, go to Users > Active users.

2. Select the name of the user whose email you want to forward, then open the Properties page.

3. On the Mail tab, select Manage email forwarding.

4. On the email forwarding page, select Forward all emails sent to this mailbox, enter the forwarding address v___________@hooks.devrev.ai, and choose whether you want to keep a copy of forwarded emails. If you don't see this option, make sure a license is assigned to the user account. Select Save changes.

Once added, an invitation is sent to the hooks address. The invitation appears as a conversation in your inbox in the DevRev app. However, note that the conversation comment might not be rendered correctly as HTML, making the invite button inaccessible directly. To accept the invitation, you'll need to download the email.eml attachment and open it in your preferred mail client. From there, you can click Accept invite.

1. Click Settings > More Settings > Mailboxes.

2. Click the primary mailbox account.

3. Under Forwarding, enter the forwarding address v___________@hooks.devrev.ai.

4. Click Verify.

Once added, an invitation is sent to the hooks address. The invitation appears as a conversation in your inbox in the DevRev app. However, note that the conversation comment might not be rendered correctly as HTML, making the invite button inaccessible directly. To accept the invitation, you'll need to download the email.eml attachment and open it in your preferred mail client. From there, you can click Accept invite.

To enable forwarding, add the v___________@hooks.devrev.ai address as a member in your Zoho Mail group. Once added, an invitation is sent to the hooks address.

The invitation appears as a conversation in your inbox in the DevRev app. However, note that the conversation comment might not be rendered correctly as HTML, making the invite button inaccessible directly. To accept the invitation, you'll need to download the email.eml attachment and open it in your preferred mail client. From there, you can click Accept invite.

While the DevRev app ensures that emails are sent, the deliverability of the emails to the end customers is dependent on the email client and the SPF and DMARC policies that have been set up in the organization.

There are several tools that can perform a deliverability check of the support email address. Some of the options are as follows:

• https://www.dmarctester.com/
• https://redsift.com/tools/investigate
• https://mxtoolbox.com/deliverability/

To ensure that the configured support address is able to deliver email without any issues, perform the following checks:

1. Send a test email to your configured address from the deliverability tool and confirm that a conversation or ticket is created.

2. Respond from the test conversation or ticket in DevRev to the address mentioned in the deliverability check tool.

You need to add the address as a contact, which can be done in the email composer page.

3. Check the status of the email sent by coming back to the chosen tool.

If the DMARC Compliance checks on the tool pass, then DevRev email is deliverable.