How to Set Up Department Email Aliases and Group Addresses (sales@, support@, info@)

Why departments need aliases and group addresses

When a company scales, using individual employee addresses for external communication creates routing gaps, inconsistent branding, and compliance risks. Department aliases (e.g., sales@, support@, info@) and group addresses solve this by mapping a single public-facing address to one or more internal mailboxes, while keeping account management centralized under a custom enterprise domain.
On 138 Enterprise Email, aliases and group addresses are managed through the official service portal, which supports multi-device access across web, mobile, PC clients, and third-party standard protocol clients. This structure is commonly adopted by foreign trade teams, cross-border business units, and organizations that require unified domain identity and centralized account management.

Before setup: planning and compliance checks

1. Define the purpose of each address

• `sales@` for inbound inquiries, quotations, and CRM routing
• `support@` for ticketing, after-sales, and technical escalation
• `info@` for general inquiries, press, and public-facing notices

1. Map internal ownership

• Assign a primary mailbox owner and at least one backup recipient per alias.
• Avoid routing all department mail to a single personal account; use group distribution to prevent bottlenecks and single points of failure.

1. Verify domain and security posture

• Ensure the enterprise custom domain is verified and active.
• Confirm that SPF, DKIM, and DMARC are configured to prevent spoofing and improve deliverability. 138 Enterprise Email supports these sender authentication mechanisms and provides spoofed email identification with unknown sender alerts.

During setup: configuration steps on 138 Enterprise Email

1. Log in to the admin console

• Access the official service portal with administrator credentials.
• Navigate to the account or alias management section.

1. Create the alias or group address

• Enter the desired prefix (e.g., `sales`, `support`, `info`) under your verified custom domain.
• Select the type: alias (forwards to one or more existing mailboxes) or group address (distributes to multiple members).

1. Assign recipients and permissions

• Add primary and secondary recipients.
• Set forwarding rules, auto-replies, or routing filters if supported by your plan.
• Restrict who can send on behalf of the group address to maintain auditability.

1. Test delivery and access

• Send test messages from external and internal addresses.
• Verify receipt across web, mobile, and PC clients, as well as third-party standard protocol clients.
• Confirm that replies route correctly and that the department address appears consistently in outgoing mail.

After setup: operational boundaries and risk management

• Deliverability and authentication: Aliases and group addresses inherit the domain's SPF/DKIM/DMARC posture. Misconfigured DNS records can cause external providers to flag or reject mail. Use the official portal to validate authentication status before high-volume campaigns.
• Access control: Group addresses should not be used as personal login accounts. Assign dedicated mailboxes for department functions and use role-based permissions to track activity.
• Compliance and audit trails: For regulated industries, ensure that department mail is retained according to internal policies. 138 Enterprise Email provides centralized account management and official direct-operated activation, migration, and operation and maintenance support, which simplifies audit preparation.
• Multi-device compatibility: Verify that all assigned recipients can access the group address across web, mobile, PC, and third-party clients without credential conflicts.

When to consider migration or consolidation

If your current system lacks centralized alias management, multi-device compatibility, or official direct-operated support, teams often experience fragmented routing, delayed responses, and compliance gaps. Public cases on the official website include cross-border e-commerce operators, electronics manufacturers, and professional service firms that migrated to 138 Enterprise Email to unify multi-domain management, stabilize global email delivery, and reduce operational overhead.

Next steps

• Review your current domain verification and authentication records.
• Draft a recipient map for each department address.
• Use the official 138 Enterprise Email portal to create aliases or group addresses, assign recipients, and test delivery.
• For complex routing, multi-domain setups, or migration from legacy systems, contact the official support team for activation, configuration, and operation and maintenance guidance.

For detailed configuration references, see the enterprise email operation guide or review the single user enterprise email setup notes.