Sign in

1. Sign in to our GoTo desktop or web app.
2. Depending on your product, select either Contact Center > Admin > Inbox queues or Engage > Shared inboxes, and then select the inbox queue you want to edit.
   Important: You will need to be assigned as an agent to the selected inbox queue and logged in via the agent dashboard or be assigned as a team member to the affected queue.
3. From Channels > Email, select Connect an email account.
4. Enter the email address you'll use as the source for sending and receiving emails.

Outbound setup

5. Enter your SMTP credentials for Username and Password.
6. Enter the SMTP server address and SMTP port (in most cases, this port will be 587).
   Note: Refer to your SMTP service's support documentation for the SMTP server address and SMTP port.
7. Enable auto TLS (Transport Layer Security).
   Restriction: You may not be able to send emails if this setting is unchecked.
8. Select Verify connection.
9. Select Save.

Inbound setup

10. Select Copy email.
    Note: This email address provided by GoTo will need to be added as a trusted forwarding account in your email's forwarding settings. This will allow emails to be routed to the shared inbox.
11. In a separate browser, sign in to your email.
12. In your email's settings, find the email forwarding setting.
    Tip: Look for Forwarding, Automatic forwarding, Rules, or a similarly named setting.
13. Follow your email provider's email forwarding setup instructions.
14. When prompted, paste the copied email from step #10.
15. Save your changes.

Verify forwarding confirmation (if applicable)

16. Optional: You may be asked to verify the forwarding confirmation. This may or may not be applicable, depending on whether your provider requires email forwarding verification.
17. Within the GoTo desktop or web app, select Inbox from the left navigation.
18. Locate the confirmation email and verify the forwarding confirmation.

Confirm email forwarding is enabled

19. Within your email's settings, confirm email forwarding is enabled.
20. Optional: If desired, set up rules if you would like all emails or specific emails to be forwarded.
21. Save your changes.

Send a test email

22. 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;
    1. Receive inbound emails in the shared inbox.
    2. Send outbound messages from the shared inbox. The customer should receive the message as an email in their email inbox.