Set up the email channel on an inbox queue
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Properly connect and forward emails to the shared inbox. This will allow team members to interact and handle email communication all from the shared inbox within the GoTo app.
Sign in
Outbound setup
Inbound setup
Verify forwarding confirmation (if applicable)
Confirm email forwarding is enabled
Results: Emails will now be routed to the shared inbox. To ensure your email is properly setup and functional, consider sending a test email to the email address you have connected to the shared inbox. Confirm that you can receive inbound emails in the shared inbox and send outbound messages from the shared inbox. The customer should receive the message as an email in their email inbox.
- Verify auto-TLS setting is enabled.
- Verify all fields have the correct information and the correct SMTP credentials were used.
- Some providers (such as Yahoo Mail), may not offer automatic forwarding for free, or offer email forwarding at all. Refer to your email provider's support resources to learn more about automatic email forwarding.
- Try emailing the forwarding address that GoTo generated for you in the Inbound setup section. Please ensure the following:
- For Contact Center, you will need to be assigned as an agent to the selected inbox queue and logged in via the agent dashboard. For Customer Engagement, you will need to be assigned as a team member to the desired inbox queue.
- You are looking for the email in the correct inbox queue.
- That the email wasn't accidentally assigned to a different agent/team member.
- Ensure your email forwarding is enabled and that the forwarding address spelling is accurate. You can also check your Spam and forwarding rules that might be preventing email forwarding.
- Ensure the auto-TLS setting is enabled.