Set up shared inbox with email

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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.

Before you begin:

You must be set up as a user and be assigned the Admin role.
Your email provider must support automatic email forwarding. Email forwarding is required during setup.
Create an account on an SMTP relay service such as Sendgrid, Twilio, or Mailgun. You will use the SMTP relay's credentials to connect your email to GoTo.

Sign in

Sign in to our GoTo desktop or web app.
From Contact Center > Admin > Inbox queues, 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.
From Channels > Email, select Connect an email account.
Enter the email address you'll use as the source for sending and receiving emails.

Outbound setup

Enter your SMTP credentials for Username and Password.
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.
Enable auto TLS (Transport Layer Security).

Restriction: You may not be able to send emails if this setting is unchecked.
Select Verify connection.
Select Save.

Inbound setup

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.
In a separate browser, sign in to your email.
In your email's settings, find the email forwarding setting.

Tip: Look for Forwarding, Automatic forwarding, Rules, or a similarly named setting.
Follow your email provider's email forwarding setup instructions.
When prompted, paste the copied email from step #10.
Save your changes.

Verify forwarding confirmation (if applicable)

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.
Within the GoTo desktop or web app, select Inbox from the left navigation.
Locate the confirmation email and verify the forwarding confirmation.

Confirm email forwarding is enabled

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

Send a test email

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.

Having some trouble? Please refer to the troubleshooting FAQs below for more information on how to resolve your issue:

I'm getting verification errors

Verify auto-TLS setting is enabled.
Verify all fields have the correct information and the correct SMTP credentials were used.

My email provider won't let me set up the trusted forwarding address

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.

I'm still not receiving emails in the GoTo inbox

Try emailing the forwarding address that GoTo generated for you in the Inbound setup section. Please ensure the following:
1. You will need to be assigned as an agent to the selected inbox queue and logged in via the agent dashboard.
2. You are looking for the email in the correct inbox queue.
3. That the email wasn't accidentally assigned to a different agent.
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.

I'm unable to send email messages from the GoTo inbox

Ensure the auto-TLS setting is enabled.

What to do next: When an inbound email is sent to your email address, the message will appear in the shared inbox for team members to interact with.

Article last updated: 1 October, 2024

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