Receive customer e-mail in the Inbox

This feature is in early access: it is built and tested, but not yet switched on for every organisation or not yet tried with the outside provider. Ask us on WhatsApp if you would like to try it.

A team can have its own inbound address. When you forward your shared mailbox (for example sales@ your company) to it, each customer e-mail becomes a conversation, replies go out from the team in the same thread, and attachments are kept. This is early access: receiving e-mail is not yet switched on for organisations, so the address may not receive mail yet.

Before you start

• You need the right Set up the inbox (teams, channels, deadlines).
• You need access to your company mailbox's forwarding settings.

Steps

1. Open Inbox → Inbox settings.
2. Under Teams, in the team's Inbound e-mail address, type a name, for example sales. Make sure E-mail is ticked under Channels.
3. Select Save. The hint under the field shows the full address: Forward your shared address to ….
4. In your own mailbox, forward incoming mail to that address.
5. Under Keeping and quiet hours, type the Name on e-mail replies, for example your company name. Select Save.
6. Send a test e-mail to your shared address and look for it in the Inbox under E-mail.

When you answer an e-mail

• Your reply goes from the team's address with the conversation's tag, so the customer's answer lands in the same conversation.
• The quoted history under a customer's answer is cut off, so each message shows only what is new.
• Attachments the customer sent (PDF and pictures up to 10 MB) are kept with the message; other files are listed with why they were not kept. Replies cannot carry attachments.

Good to know

• One address, one organisation. A name another organisation already uses is refused.
• Starting a new e-mail to a contact is allowed only if they wrote to you by e-mail before or their e-mail consent is recorded.
• Sending guard. An address that bounced gets nothing, and the message shows it was not sent.
• Auto-replies (out-of-office, newsletters) are kept but never answered by the Front Desk.
• Unverified sender. An e-mail without a passing sender check (SPF, DKIM or DMARC) never joins an earlier conversation; it opens a new one marked Unverified sender. Do not share account or order details until you know who wrote.
• The same e-mail twice. An identical e-mail from the same sender on the same day is shown once.
• The Front Desk (AI) can answer or draft e-mail replies; see let the Front Desk answer e-mail and web chat.
• Related: answer conversations.