As of May 2025, customers onboarding emails will need to follow the steps below to connect and authenticate their respective email touchpoints.
For the full details on the other necessary steps to set up email touchpoints, please read our article on Email Channel for Administrators.
Prerequisite: Configure DNS Records
To comply with DMARC (Domain-based Message Authentication, Reporting and Conformance) and ensure secure email delivery, add the following DNS records to your domain before you start the authentication process:
| Record Type | Name | Value | Priority |
| talkdeskmail.yourdomain | MX | feedback-smtp.region.amazonses.com | 10 |
| talkdeskmail.yourdomain | TXT | "v=spf1 include:amazonses.com ~all" |
Notes:
- Replace `yourdomain` with your actual domain (e.g., `example.com`).
- Replace `region` with your Talkdesk account region (e.g., `us-east-1`).
- The TXT record value must include quotation marks.
Important Tip: If the DNS records are not added, your outbound emails may end up in Spam. For detailed instructions, refer to your DNS provider’s documentation.
Verification
To ensure the ability to send outbound emails, please follow these steps:
1. Click Send Authorization Email under Step 1. A verification link will be sent to the touchpoint’s email address. You can see an example of the verification link in the image below.
2. Open the email and click the verification link. You’ll see a confirmation message: "Verification Successful."
3. Return to the touchpoint settings and click “Pending authorization” to refresh the status. The status should update to “Authorization Granted".
Note: The verification link expires after 24 hours, and if it does, click Send Authorization Email under Step 1 to resend the link.
Receiving Emails
To receive emails through Talkdesk, configure forwarding for the touchpoint:
1. Copy the forward email address provided under Step 2.
2. Log in to your email mailbox (e.g., Outlook, Gmail) and enable forwarding to the copied address. Note: Keeping a copy of forwarded emails in your email mailbox is optional.
3. Return to the touchpoint settings and click Test forwarding under Step 3.
4. Click Pending test result under Step 3 to refresh the status. If the test is successful, the status will update to “Test passed".
The connection status will be updated to “Connected” and the touchpoint will now be available to send and receive emails.