BYOD email

Ada supports the automation of multiple email support addresses (aliases on the same domain, and different domains).

One support email address can be automated per bot instance. To automate multiple email addresses, create one bot instance per support address.

Within the Ada dashboard, configuring a custom email address in the “BYOD” (Bring Your Own Domain) section of the dashboard allows you to permit your AI Agent to respond to customer inquiries from your support email address.

You’ll need to configure a BYOD address regardless of which implementation method.

After you configure your BYOD address, and when you’re ready to deploy your AI Agent to end users, set up email forwarding to your AI Agent’s Ada email address, to ensure that your AI Agent is receiving all the inquiries meant to go its way.

Bring your own domain

You can use an address from your own email domain. To do so, you’ll need to get your IT team to go into your domain provider configuration settings to add three CNAME records and one TXT record.

On the Ada dashboard, go to Channels > Email, then click the Configuration tab.
Under Bring your own domain, enter the email address that uses your own domain (e.g., help@company.com), then click Next. The CNAME and TXT records you need to activate the email address appear.
Coordinate with your IT team to get those records added to your domain. After they’ve been added, select the I’ve added these records check box, then click Verify. As soon as Ada receives verification status confirmation, your AI Agent displays the verified status on the dashboard, and you can proceed to set up email forwarding.

To make changes to your domain before you’ve completed the full Bring Your Own Domain (BYOD) set up, select the Trash icon next to your support email address to restart the Bring Your Own Domain Configuration flow.

Handling changes to your domain

If you have active traffic over the configured email address, make sure to follow these steps closely:

Turn off email forwarding for the email address you’d like to remove from your BYOD configuration settings to prevent the AI Agent from continuing to respond to inquiries sent to this address.
Select the “…” next to your support email address. Then select “Delete” from the drop-down.

Follow the BYOD flow from the beginning to enter the new domain you’d like your AI Agent to respond on behalf of.

If you are bringing a net new Domain, new DNS records will be generated for you. You will need to update the DNS records in your Domain Configuration settings to permit the AI Agent to respond to inquiries on behalf of this new domain.

If you are re-using the same domain, or using a different alias on the same domain, your initial DNS records will re-appear and you won’t need to re-add them to your domain configuration settings.

Proceed to set up email forwarding.