Email Inbox Quick Start

An email inbox brings a support address such as support@yourcompany.com into Resool, so your team answers email in the same shared inbox as WhatsApp, Messenger and live chat. You forward your address to a unique forwarding address Resool creates, and replies go out under your name, optionally through your own SMTP server so they come from your domain. It works with Google Workspace, Yahoo and any other provider that can forward email.

#What you can do with an email inbox

In the Inbox

• Receive every email sent to your support address as a conversation, grouped by contact.
• Reply with To, CC, BCC, Subject, Reply all, rich formatting and attachments. See Replying to conversations.
• Assign, snooze, close and report on email conversations like any other channel.

On the channel

• Set the Sender name, the Reply from address and a Signature for every reply.
• Send through your own SMTP server so replies come from your domain.

#Before you begin

• You need an email address whose provider lets you forward incoming mail to another address.
• To send from your own domain, you need your provider's SMTP details: server, port, username and password. Gmail, Google Workspace and Yahoo need an app password, not your normal password.
• In Resool, only workspace Owners and Admins can connect channels.
• Each email inbox counts as one channel toward your plan's limit. See Plans and billing.

#How to add an email inbox

1. Go to Settings › Channels and click Add Channel.
2. Open the Email tab and click Connect on the card that matches your provider:
   • Google Workspace: Gmail's SMTP server is filled in for you.
   • Yahoo: Yahoo Mail's SMTP server is filled in for you.
   • Other Email: any provider. You enter the SMTP server yourself, or send through Resool's mail service.

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Settings › Channels › Add Channel, Email tab

The Email tab of the Channel Catalog with the Google Workspace, Gmail, Yahoo and Other Email cards.

File: screenshots/email-inbox-quick-start-catalog.png

1. In the Add an email inbox dialog, fill in:
   • Channel name: how the inbox appears in Resool, e.g. "Support".
   • Sender name: the name customers see on your replies, e.g. "Acme Support". Required.
   • Reply from (optional): your support address. It needs your own SMTP server (below), or SPF/DKIM set up for Resool's mail service.
   • Signature (optional): added to your replies.
2. To send replies through your provider, turn on Send through our own mail server and fill in the server details (it's already on for Google Workspace and Yahoo):
   • SMTP server, for example smtp.gmail.com or smtp.mail.yahoo.com.
   • Port: 587 by default.
   • Username and Password: usually your full email address and an app password.
   • Use TLS (port 465): turn on only if your provider uses port 465.

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Settings › Channels › Add Channel › Google Workspace › Connect

The "Add an email inbox" dialog with Channel name, Sender name "Acme Support", Reply from "support@acme.com", Signature, the "Send through our own mail server" switch turned on and the SMTP server, Port, Username, Password and Use TLS fields, plus the Create inbox button.

File: screenshots/email-inbox-quick-start-add-dialog.png

1. Click Create inbox. The channel opens on its Configuration tab.

#How to forward your email to Resool

New email reaches Resool through forwarding.

1. On the channel's Configuration tab, copy the address under Forwarding address. Mail sent to this address lands in your Inbox.

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Settings › Channels › (your email inbox) › Configuration

The Forwarding address card with the unique address and its Copy button, the three numbered steps below it, and the email settings form underneath.

File: screenshots/email-inbox-quick-start-forwarding.png

1. In your email provider (for example Google Workspace or Outlook), forward your support address to the forwarding address. Some providers first send a confirmation email to the forwarding address; it arrives in your Resool Inbox, where you can open it and confirm.
2. Send a test email to your support address and check that it appears in the Inbox.

#How to configure your email inbox

Open Settings › Channels, click Manage on the email inbox and stay on the Configuration tab. You can change the Channel name, Sender name, Reply from, Signature and the SMTP server. Save with the save bar at the bottom; Discard reverts your changes.

When an SMTP server is already saved, its fields stay empty for security. Leave them empty to keep the saved server, or fill them in to replace it. Turn off Send through our own mail server to send through Resool's mail service again.

Routing, auto-assignment and satisfaction surveys for this inbox are set in Channel settings.

#How to delete an email inbox

1. On the channel's Configuration tab, scroll to Danger zone and click Delete channel.
2. Confirm in the Delete (name)? dialog.

New messages from this channel stop. Past conversations and contacts stay. Remember to remove the forwarding rule in your email provider.

#Notes and limitations

• Incoming email arrives only through forwarding. Turn forwarding on in your provider, or nothing comes in.
• Without your own SMTP server, replies are sent by Resool's mail service under your sender name.
• Gmail, Google Workspace and Yahoo refuse normal passwords for SMTP; create an app password in your account's security settings.

#FAQ and troubleshooting

#Emails sent to my support address don't appear in the Inbox

What you can do:

• Check that forwarding is turned on in your email provider and points to the exact Forwarding address shown on the channel.
• Look in the Inbox for a confirmation email from your provider and confirm forwarding.
• Send a new test email after the forwarding is confirmed. Older emails are not imported.

#My replies fail to send

What you can do:

• Check the SMTP server, Port, Username and Password. Gmail and Yahoo need an app password.
• Match the security setting to the port: port 587 with Use TLS (port 465) off, or port 465 with it on.
• If you don't need your own domain, turn off Send through our own mail server to send through Resool's mail service.

#Why do customers see a different address than my support address?

Without your own SMTP server, set up SPF/DKIM for Resool's mail service before using Reply from. The easiest fix is to turn on Send through our own mail server so replies go out from your provider.

#Can I connect Outlook or Microsoft 365?

Yes. Use the Other Email card and forward your address to the forwarding address. If your organization allows SMTP sign-in, enter its SMTP server under Send through our own mail server; if not, leave it off and replies go out through Resool's mail service.

#Can I add several email addresses?

Yes. Add one email inbox per address. Each counts as one channel on your plan.

#What's next?

• Gmail Quick Start
• Channel settings: routing, auto-assign and satisfaction surveys
• Replying to conversations
• Support form and email to ticket