Channels
Connect your support inbox: the AI answers emails in the same thread and every email becomes a ticket.
Every email to your support address becomes a ticket. The agent can reply by email in the same thread, or leave email to your team.
Connect your inbox
- 1
Open the email channel
Channels → Email → Connect.
- 2
Your address
Enter your support address and the name customers should see.
- 3
Who replies
The AI agent replies, and hands over to the team when needed — or Only my team (the AI can still draft replies).
- 4
Provider details
Choose your provider and enter the IMAP (reading) and SMTP (sending) details, then Test & connect — we test both before saving.
| Provider | Tip |
|---|---|
| Gmail / Google Workspace | Turn on 2-step verification and use an App password (Google Account → Security → App passwords), not your normal password. |
| Outlook / Microsoft 365 | Your Microsoft 365 admin may need to allow IMAP/SMTP for the mailbox. |
| Zoho Mail | Turn on IMAP access in Zoho Mail settings first. |
| Hostinger | Use the mailbox password from hPanel → Emails. |
| Other | Your provider lists these under IMAP / SMTP settings. |
New mail is checked every minute. Emails that were already in the inbox before you connected are not answered.
Forwarding instead of IMAP
If you'd rather not share mailbox access, choose Forward emails to us. You get a private address; post each new email to it as JSON from Cloudflare Email Workers, Mailgun routes, Postmark inbound or Zapier:
{
"from": "[email protected]",
"from_name": "Customer",
"subject": "Order #123",
"text": "Hi, where is my order?",
"message_id": "<[email protected]>",
"in_reply_to": "",
"references": ""
}Replies still go out over your SMTP server. Keep the address private — anyone with it can create tickets.
No reply loops
Out-of-office replies, bounces and no-reply senders are skipped. AI replies are marked as automatic, so other auto-responders don't answer them.
Tickets
How tickets move between Open, Waiting on customer, Solved and Closed is explained in Tickets.