Account & User Management 

User Manual — Preferences

s3. Preferences

The Preferences section provides administrators with controls for configuring how the platform sends outbound communications on behalf of the organisation. 

This includes defining the email identity that recipients see when they receive survey invitations or notifications, as well as managing the custom domains through which survey links and emails are delivered.

To access the Preferences tab, follow these steps:

Step 1: From the Xebo.ai platform, click the Settings icon from the navigation bar of the platform.

Step 2: Click Preferences tab to view its configuration.

3.1 Sender Settings

This section lets you customize the email address from which the platform email and survey invitations are to be sent. 

The default sending domain is set as donotreply@Xebo.ai. However, once you get your domain verified from the Xebo.ai’s support team, you can change your email address by toggling off the Default option to view available sending domains.

Further, you have the option to add SMTP server details which would allow you to send emails with your custom SMTP email.

3.1.1 Default Email Domain

If you haven’t added any custom email address, any platform emails you and your users receive such as notifications about tickets or resolution come from the default email address, which is set as donotreply@Xebo.ai. 

You can switch to a custom email domain or revert to the default domain by toggling on or off the Default option.

• When toggling on the Default option from a custom email, click Yes on the confirmation popup and your default email address will be reverted back to donotreply@Xebo.ai.

3.1.2 Custom Email Domain

With Xebo.ai, you have the option to set your custom email as your Custom Outbound Email Address. This will reflect as the email address from which you and your users would get platform emails including emails about ticket generation, ticket resolution and other platform emails.

For verifying a domain, please connect with the Hypercare team for authenticating an email domain for outbound notifications. Once the domain is verified, please follow these steps:

Step 1: On the Sender Settings section under Preferences tab, toggle off the Default option to view custom email domains.

Step 2: Ensure Custom Email is selected. Enter the Sender Name and the verified Sender Email from which you wish to send emails.

Step 3: Click Add to reflect it in the Assigned Outbound Email Address list.

Step 4: Once added, use the dropdown to select the custom email that you have added. Click Update to reflect it as the new custom email domain for outbound communications.

To delete or remove a custom email domain from the outbound email address list:

Step 1: Click the Delete icon besides the email domain you wish to remove.

Step 2: Click Yes on the confirmation popup.

3.1.3 SMTP Server

With Xebo.ai, users can integrate their SMTP server with Xebo.ai to route all outbound communications via organisation’s own SMTP server. The process of doing the same is mentioned below: 

Step 1: On the Sender Settings section under Preferences tab, toggle off the Default option to view custom email domains.

Step 2: Ensure SMTP Server is selected. Enter the Sender Name, Sender Email, Host and your SMTP credentials from which you wish to send emails.

Step 3: Click Update to reflect the SMTP email address as the new custom outbound email domain.

3.2 Sender Authentication

The Sender Authentication section allows administrators to register and manage additional custom domains that can be used for survey link distribution and email sending across the organisation.

This is particularly useful for organisations that operate across multiple brands, regions, or business units, each requiring their own distinct domain for survey communications.

For adding an additional custom domain for survey links, please connect with the Hypercare team for authorizing a custom survey link domain. Once the URL domain is verified, please follow these steps:

Step 1: On the Sender Authentication section under Preferences tab, click + Add New Domain.

Step 2: Enter the verified domain name and click Add to add it to the list of custom domains.

Custom survey domains can be used in the Distribute section of surveys. Please refer to the Distribute Surveys manual for more information on customizing the survey link domain for an individual distribution channel communication.