Connect your support email
Chattoko gives you an address of its own. Forward your support mailbox to it, and customer emails turn into tickets in the Inbox, where you and the AI can answer them.
Before you start
- You can sign in to your email service (Gmail, Outlook, Zoho Mail or another) on a computer. Most of them set up forwarding on their website.
- You're signed in to Chattoko as the owner or an admin.
Steps
Open Settings ▸ Support Email and stay on the Mailbox tab.
Press Set up email channel. Your Chattoko address appears under Your inbound address.
Press Copy to copy the address.
Open Connect your mailbox and choose your email service: Gmail / Google Workspace, Outlook / Microsoft 365, Zoho Mail or Other.
In your email service, follow the steps the guide shows to forward a copy of every incoming email to the address you copied. Keep a copy in your own mailbox too.
Gmail and Zoho Mail send a confirmation code to the new address. It arrives in Inbox ▸ Tickets within a minute: press Open the confirmation email, then enter the code in your email service.
From a personal account, send an email to your support mailbox. A ticket appears in Inbox ▸ Tickets in about a minute.
If Chattoko then offers Send replies to your own address, press it. Customers reply to your mailbox, and it forwards their replies back to Chattoko.
Check it worked
On the Mailbox tab, the status changes from Awaiting first email to Verified with the time, and the guide shows First email received.
If it didn't work
- No ticket arrives after the test email.
- Press Test pipeline: if a practice ticket appears, Chattoko is fine and the forwarding needs a look. See the fixes in Emails aren't arriving in Chattoko.
- Customers see "via chattoko.io" on my replies.
- On the Domain tab, press Add domain and add the DNS records it shows where your domain is managed. Once it's verified, pick your address on the Sender tab.
- The AI doesn't answer the emails.
- AI email replies start switched off. Turn on Email & tickets in Brain ▸ Configure ▸ Channels, and choose Write a draft for approval or Send on its own.
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