> ## Documentation Index
> Fetch the complete documentation index at: https://cntillion.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Email addresses and domains

> Add a company address, verify automatic forwarding, and authenticate its domain

Open your agent and go to **Settings → Email**. Centillion prepares its inbox
when an Owner or Member first opens this page, including for existing agents.
If prompted to retry setup, choose **Enable email channel**. This page holds the generated
agent address and the company addresses you want to use for replies. Configure
how the agent answers in [Channels → Email](https://cntillion.com/docs/channels/email.md).

Automatic email replies require Hobby or above and spend message credits.
Helpdesk tools require Standard or above. Check the workspace's
[plan and balances](https://cntillion.com/docs/workspaces/billing.md) before testing the full reply flow.

You need access to the support mailbox or its mail routing rules and to the DNS
provider for the company domain. If different teams manage them, share the
[forwarding guide](https://cntillion.com/docs/channels/email-forwarding.md) with your mail administrator and
the [DNS guide](https://cntillion.com/docs/channels/email-dns.md) with your domain administrator.

Adding, editing, verifying, or removing addresses requires the Owner or Member
role in Centillion. Viewers can read the settings. See [workspace roles](https://cntillion.com/docs/workspaces/members.md).

## The generated agent address

Copy the **Agent email** shown on the page. It belongs to this agent and is the
destination for your forwarding rules. Use the address displayed in your account
rather than an address from an example.

When the email service is available, Centillion provisions the generated address
automatically and prepares Helpdesk for incoming email. Its automatic replies
start paused. Enable them when you are ready to test. You cannot remove this address.
If you previously disabled Helpdesk, choose **Enable email channel** to enable it again.
Opening this page does not turn a disabled Helpdesk back on.

You can send a test message directly to the generated address before setting up
a company domain. To have customers see `support@example.com` as the sender,
complete the custom address setup below and select it in the email channel.

## Add an email address

1. In **Email configuration**, choose **New email address**.
2. Enter the full company address, such as `support@example.com`.
3. Choose **Continue** to save the address and open the forwarding step.

Centillion takes the domain from the address. A workspace can have up to
**3 custom domains**, with up to **20 email addresses per domain**. Different
agents in the same workspace share these limits.

Use a domain your organization controls. You cannot authenticate a public
provider's domain, such as `gmail.com` or `outlook.com`, as your company domain.
You can authorize an existing Google or Microsoft inbox through
[Connect email](https://cntillion.com/docs/channels/email.md#connect-an-existing-inbox) instead.

## Verify automatic forwarding

Forwarding delivers incoming customer messages to Centillion. Domain
authentication alone does not deliver mail.

1. Copy the generated agent address in the setup drawer.
2. Open your mail provider and forward the company address to that exact destination.
3. Complete any confirmation the provider requires. A provider may send a
   confirmation email to the generated address; open the conversation in
   Centillion to find the code or confirmation link.
4. Return to the drawer and choose **Verify automatic forwarding**.
5. Wait for the verification message to pass through your forwarding rule,
   then check forwarding again.

Centillion sends a verification message to the company address and waits for
the same message to arrive at the generated address. Entering the address or
sending an unrelated message does not complete this check. A check expires
after 30 minutes; start a new one if it expires before the rule is ready.

Use [Google Workspace, Gmail, Microsoft 365, Yahoo, or Proton instructions](https://cntillion.com/docs/channels/email-forwarding.md)
to configure the provider. Verify every address you add. Forwarding working
for `support@example.com` does not prove that `billing@example.com` forwards too.

## Authenticate the domain

After forwarding is verified, continue to **Authenticate domain**. Centillion
shows the DNS records that let it send from your company address.

1. Copy each record's type, name, value, and priority when shown.
2. Add the records at the DNS provider that hosts this domain.
3. Return to the setup drawer and choose **Validate**.
4. Check the result for each record. Correct any invalid record and validate again.

DKIM signs messages, SPF authorizes the sending infrastructure, and DMARC sets
the domain's authentication policy. Copy the actual values shown in Centillion;
the record type and destination depend on the mail service.

DNS changes may take **24 to 48 hours** to propagate. A pending record immediately
after saving is not proof that the value is wrong. The [DNS guide](https://cntillion.com/docs/channels/email-dns.md)
explains how to check records and avoid common provider mistakes.

Authentication belongs to the domain. When you add another address on a domain
that is already authenticated, you still verify its forwarding, but you do not
need to publish a second set of domain records.

## Understand the status table

The **Email configuration** card groups addresses by domain. The domain heading
shows its authentication state. Each address has its own automatic-forwarding
state.

| Status | What to do |
| - | - |
| Forwarding not verified | Finish the provider rule and complete a forwarding check |
| DNS pending | Publish the listed records or wait for propagation, then validate |
| DNS invalid | Compare the published type, name, value, and priority with Centillion |
| Check failed | Retry the check; this can be a temporary provider or lookup failure |
| Authenticated domain and verified forwarding | Select the address in the email channel or Helpdesk settings |

An address with a configuration warning should not be used as a custom sender
until the failing checks are resolved. Review status again after a mail provider
migration or DNS change.

## Edit or remove an address

Use the edit control on an address to reopen its setup steps, check forwarding,
or inspect the domain's records.

Use the delete control to remove an address. Removing the last address on a
domain across the workspace also removes that domain from the configuration
and frees its domain slot. A domain used by another agent keeps its slot.
Update any forwarding rule that still points to the generated address
when you no longer want mail imported.

Removing an address from Centillion does not remove a mailbox, provider rule,
or DNS record. Review your channel and Helpdesk sender selections after removal.

## Test the complete route

1. Choose the verified address in **Channels → Email → Manage**, then enable replies.
2. Send a new email to the company address from another account.
3. Confirm it appears under **Conversations**.
4. Check the reply in the sending account. Confirm the From name, sender
   address, signature, and disclaimer.
5. Reply again and confirm that the existing conversation receives the message.
6. Take over in Helpdesk and send a manual reply. Confirm that it reaches the
   same thread and does not carry the AI composition disclaimer.

The Playground Email preview checks formatting. It does not generate email
answers or replace this delivery test.


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