How to forward support emails to your inbox

Forwarding emails to Customerly ensures that all customer inquiries are centralized, trackable, and easily managed. This helps businesses provide timely responses, improve customer satisfaction, and maintain a comprehensive record of communication.

Forward incoming emails to your Customerly project email address

By forwarding all your incoming emails to your Customerly project email address, every new email will be considered as a new conversation and will respect the Smart assignment rules.

Create your Customerly forwarding email address:

• Go to the settings and click on "General settings" under "Email".

  

• Under "Forward support email" you will find that you already have the project email address set up.

  

  
  It might look like this "support@a583632b.customerly.io" if you haven't set up your subdomain yet, do this:

  • Enter the name of your subdomain into the field. Remember: it cannot be less than 5 characters.

  

  
  Or read this article. Otherwise, if you don't add the subdomain, the project ID will be used for your subdomain.

• Here is what the project email address can look like with the set-up domain.

  

• Click on "Save settings" in the top right corner.

  

Set the forwarding rules:

After you create your Customerly forwarding email address, you’ll need to set up forwarding rules in your email client (for example, Gmail or Outlook).

Here’s how it works:

• Forward Incoming Emails: Configure your email client to automatically forward all incoming messages from your support inbox to your Customerly forwarding email address.

• View Conversations in Customerly: Once forwarding is active, all emails sent to your support address will appear in your Customerly inbox.

• Reply Seamlessly: When you reply to customers from Customerly, your responses will be sent from your own domain or email address (not the Customerly forwarding address), so customers see replies coming from you directly.

This setup ensures you can manage all conversations centrally in Customerly while maintaining a professional sender identity.

Forward incoming personal emails to your Customerly personal email address

By forwarding all your incoming emails to your Customerly personal email address, every new email will be treated as a new conversation and will be assigned directly to you.

To set up your forwarding to the personal email address in Customerly, do this:

• You need to set up your personal support email address, click on "Setup username" and follow the instruction from this tutorial.

  

• Once you added your name to your personal email address after following the instructions from the tutorial added above, you are all set up. Go back to "General settings" and you will see the name has been added.

Discover more:

• If you want to verify your domain, this article is for you.

• Start inviting teammates to your project to work on chat messages and email marketing together.