Email and tickets

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 Channels → Email → Connect.
2. Enter your support address and the name customers should see.
3. Choose who replies: the AI agent (it hands over to your team when needed) or only my team (the AI can still draft replies).
4. Choose your provider and enter the IMAP (reading) and SMTP (sending) details. We test both before saving.

For Gmail or Google Workspace, turn on 2-step verification and create an app password (Google Account → Security → App passwords). Use it instead of your normal password. Outlook / Microsoft 365, Zoho and most hosting mailboxes work with their usual IMAP and 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.

Working with tickets

Open Activity → Tickets. Tickets are Open (needs your team), Waiting on customer, Solved or Closed.

• When your team replies, the ticket moves to Waiting on customer and the first person to reply becomes its owner.
• When the customer writes back — even on a solved ticket — it opens again.
• Set priority (low, normal, high, urgent), reassign it, or search by subject, email or #number.

Any chat can become a ticket too: open it in Chat logs and click Make ticket.

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.