Skip to main content

Email

Connect an existing support address (for example, [email protected]) by forwarding incoming mail to Conviso. Replies from operators go out through Help Desk; inbound mail becomes conversations in Omni Channel.

Prerequisites​

  1. Help Desk is enabled and this workspace is linked to a help desk. See Enable Help Desk.
  2. You can add a forwarding address or mail rule on the mailbox that receives customer email.

Step 1: Add an Email channel​

  1. Open the workspace and click the Support chip.
  2. Go to Settings → Inboxes & Channels.
  3. Click Add Channel and choose Email.
  4. Enter the Support address customers already write to.
  5. Save the channel.

Conviso creates a unique forwarding address and marks the channel In setup until verification succeeds.

Step 2: Forward mail to Conviso​

On the channel card, click Finish forwarding setup. Copy the Conviso address (do not edit it) and follow the tab that matches your provider.

Gmail (Google Workspace)​

  1. In Gmail, open the gear icon → See all settings → Forwarding and POP/IMAP.
  2. Click Add a forwarding address and paste the Conviso address.
  3. Complete any Gmail confirmation prompts.
  4. Choose Forward a copy of incoming mail to… and select the Conviso address.

Outlook (Microsoft 365)​

  1. Go to Settings → Mail → Forwarding (or Rules in classic Outlook).
  2. Enable Forward my email to and paste the Conviso address.
  3. Optionally enable Keep a copy of forwarded messages if you still want mail in Outlook.
  4. Save the rule.

Other providers​

  1. Open Forwarding, Mail flow, or Rules in your email admin panel.
  2. When mail arrives at your support address, forward it to the Conviso address.
  3. Save the rule without changing the Conviso address.

Step 3: Wait for verification​

Conviso sends a test message to your support address. When that message arrives via forwarding, the channel moves from In setup to Connected.

If verification stalls:

  • Confirm the forward is enabled for the same address you entered as Support address.
  • Click Resend in the forwarding guide if your provider needs another confirmation.
  • Check spam or quarantine for Conviso’s verification mail.

Step 4: Send a test email​

  1. From a mailbox that is not the support address, send a message to [email protected].
  2. In Conviso, open Omni Channel.
  3. Confirm the thread appears under Active.

Remove a channel​

Removing an email channel stops inbound mail immediately. Open, pending, and snoozed conversations on that channel are closed.

Best practices​

  • Keep a copy of forwarded mail in Gmail/Outlook until you trust the flow.
  • Use one support address per Email channel so routing stays obvious.
  • Do not change the Conviso forwarding address; paste it exactly.