Email Forwarding Channel Installation Follow

The Email Forwarding Channel allows you to connect your existing email account with Salesmate’s Unified Inbox by forwarding incoming emails to a unique Salesmate email address.

This enables you to manage forwarded email conversations from Salesmate and, when configured, identify the original sender as the associated contact.

Topics Covered:

• Setting up the Email Forwarding Channel
• Configuring outgoing emails
• Manage Email Forwarding Channel

How to Install Email Forwarding Channel

To install the Email Forwarding Channel,

• Navigate to the Unified Inbox icon from the left menu bar.

• Head over to Inbox Settings at the bottom left.

• Click on Channels.
• Head to the New Channel option.

• Select Email Forwarding Channel and enter a channel name.
• Click on Save.

• A unique forwarding email address will be displayed.
• Copy the forwarding email address and configure a forwarding rule in your email client to redirect incoming emails to this address.

• Click Next.

Configure Outgoing Address

The Outgoing Address section allows you to configure the email identity that team members use when responding to conversations from this channel.

You can choose between:

• Use Salesmate default: Select Use Salesmate default if you want Salesmate's default address to be used when team members respond to conversations.
• Use custom domain: Select Use custom domain if you want to send emails using your own verified domain.

• Use Signature for AI Pilot: The Use signature for AI Pilot option allows you to configure a signature for emails sent by AI Pilot. When enabled, AI Pilot uses the configured signature whenever it responds to the customer. 

• Email Filtering: The Email Filtering section allows you to prevent emails from specific senders or domains from creating conversations in the inbox. To configure email filtering,
  • Enable Block specific senders. Manually enter the email addresses that you want to block.
• Emails from the configured addresses or domains won't create conversations in this inbox.

Identify Original Sender as the Primary Contact: The Identify Original Sender as the Primary Contact option determines which contact is associated with a manually forwarded email.

• Turn ON (Recommended): The conversation is automatically associated with the customer's profile, allowing you to reply to them directly. 
• Turn OFF: The conversation remains associated with the team member who forwarded the message into Salesmate.

Conversations: The Conversations section includes the option to prevent replies to closed conversations. 

• Prevent Replies to Closed Conversations: Enable Prevent replies to closed conversations if you don't want replies to closed conversations to be accepted after a specified period.

• Once done, hit Save.

Manage Email Forwarding Channel

You can edit or delete an existing Email Forwarding Channel from Inbox Settings > Channels.

• Navigate to Inbox Settings and select Channels.
• Locate the Email Forwarding Channel you want to manage.
• Click Actions and select Edit to modify the channel configuration.

• You can also click the Edit (pencil) icon from the channel details screen to open the edit screen.
• From the edit screen, you can update the available channel settings, such as the Outgoing Address, AI Pilot Signature, Email Filtering, Original Sender settings, and Conversation settings.

• To delete the channel, click Actions and select Delete.
• A confirmation message will appear stating that the action is irreversible and that deleting the channel will also delete all associated conversations.

• To confirm the deletion, enter Remove in the confirmation field and click Remove.