Email configuration

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Domain configuration

Configure email domains at the organization level to enable email-based ticket management. An organization can configure multiple domains, allowing teams to use email addresses from any configured domain.

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Adding a domain

Use the create domain endpoint to add a new domain to your organization. The API will return the required DNS records that need to be added to your domain configuration.

These DNS records are essential for:

• SPF record: Authorizing Thena to send emails on behalf of your domain
• DKIM record: Ensuring email authenticity and preventing tampering
• CNAME record: Verifying domain ownership

Example DNS records:

# SPF Record
Type: TXT
Name: @
Value: v=spf1 include:_spf.thena.ai ~all

# DKIM Record
Type: TXT
Name: thena._domainkey
Value: v=DKIM1; k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQC...

# CNAME Record
Type: CNAME
Name: mail
Value: em8329.thena.ai

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Team email configuration

Each team can configure multiple email addresses, even across different verified domains. This enables teams to manage support emails from various brands or products.

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Default team email

Every team automatically gets a default email address in the format:

{teamId}@mail.thena.ai

This address is ready to use immediately and requires no additional configuration.

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Custom email addresses

Teams can use their own email addresses (e.g., support@example.com) by setting up email forwarding.

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Auto-forwarding setup

First set up email forwarding in your email provider, then use the verify custom email forwarding endpoint to verify the setup. A verification code will be sent to your custom email address.

Example forwarding configuration:

From: support@example.com
To: TRSALL153@mail.thena.ai

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Sender preferences

Use the add custom email endpoint to configure sender preferences for your team.

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Sender name options

1. Original sender

   • Emails appear from the team member who responded
   • Example: “John Smith (support@example.com)”

2. Common name

   • All emails use a specified name
   • Example: “Customer Support (support@example.com)”

3. Combined

   • Combines both approaches
   • Example: “John Smith - Customer Support (support@example.com)”

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Examples

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Multi-brand support setup

Organization: TechCorp
Verified Domains: techcorp.com, brand1.com, brand2.com

Team 1: Core Support
- Default: TEAM1@mail.thena.ai
- Custom: support@techcorp.com
- Sender: "TechCorp Support"

Team 2: Brand1 Support
- Default: TEAM2@mail.thena.ai
- Custom: help@brand1.com, support@brand1.com
- Sender: "Brand1 Support"

Team 3: Brand2 Support
- Default: TEAM3@mail.thena.ai
- Custom: support@brand2.com
- Sender: "Brand2 Customer Care"

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Regional support setup

Organization: GlobalTech
Verified Domains: globaltech.com, globaltech.eu, globaltech.asia

Team 1: US Support
- Custom: us-support@globaltech.com
- Sender: "GlobalTech US Support"

Team 2: EU Support
- Custom: support@globaltech.eu
- Sender: "GlobalTech EU Support"

Team 3: Asia Support
- Custom: support@globaltech.asia
- Sender: "GlobalTech Asia Support"

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API endpoints

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Domain configuration

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Create domain

Path: /domain/create
Method: POST

Create a new domain for your organization.

Request body:

{
  "domain": "example.com"
}

Response:

{
  "domain": "example.com",
  "records": {
    "spf": {
      "type": "TXT",
      "name": "@",
      "value": "v=spf1 include:_spf.thena.ai ~all"
    },
    "dkim": {
      "type": "TXT",
      "name": "thena._domainkey",
      "value": "v=DKIM1; k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQC..."
    },
    "cname": {
      "type": "CNAME",
      "name": "mail",
      "value": "em8329.thena.ai"
    }
  }
}

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Get all domains

Path: /domain/fetch-custom-domains
Method: GET

Retrieve all domains configured for your organization.

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Verify DNS

Path: /domain/verify-dns
Method: GET

Verify DNS records for a domain.

Query parameters:

• domainName (string, required): Domain name to verify

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Email configuration

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Add custom email

Path: /email-config/add-custom-email
Method: POST

Add a custom email to your domain and configure sender preferences.

Request body:

{
  "teamId": "string",
  "email": "support@example.com",
  "sendersPreferredChoice": "ORIGINAL_SENDER | COMMON_NAME | COMBINED"
}

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Get email configuration

Path: /email-config/get-custom-email-config
Method: GET

Retrieve email configuration for a team.

Query parameters:

• teamId (string, required): Team ID

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Verify custom email forwarding

Path: /email-config/verify-custom-email-forwarding
Method: POST

Initiate verification of email forwarding setup.

Request body:

{
  "email": "support@example.com",
  "teamId": "string"
}

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Verify email verification code

Path: /email-config/verify-email-verification-code
Method: POST

Verify the email verification code received.

Request body:

{
  "email": "support@example.com",
  "teamId": "string",
  "verificationCode": "123456"
}