This is different from the Email integration, which sets up a custom sending domain for workflow emails and per-agent inbound addresses. The Email channel is a first-class conversation channel alongside voice, chat, SMS, and WhatsApp — set it up from Settings > Channels > Email.
How it works
- Nedzo gives your workspace a unique intake address (
ws-xxxxxxxxxxxx@nedzo-mail.com). - You forward your real support inbox (e.g.
support@yourcompany.com) to that intake address using your email provider’s admin console. - Incoming mail creates or continues a conversation in Unibox, with the true original sender captured as the contact — even through a forwarding rule.
- You (or Ned, if enabled on the agent) reply from Unibox. Replies go out from your workspace address by default, or from your own domain once you authenticate it.
Setting it up
Go to Settings > Channels > Email.1. Enable the channel
Click Enable email channel. Nedzo provisions your intake address immediately — no configuration needed to start receiving. You can regenerate the intake address at any time (for example, if it leaked). The old address keeps working for 72 hours after regenerating so you have time to update your forwarding rule, then it stops routing.2. Set your reply email
Enter the address your customers actually email and that you’ll reply from — e.g.support@yourcompany.com. This is the address forwarding rules point away from and toward the intake address.
Changing the reply address later clears any prior forwarding verification, since it’s a different mailbox to verify.
3. Sender name
Set the display name recipients see on emails Ned or your team sends (e.g. “Acme Support”). This is used for every outbound email on the channel and shown next to sent messages in Unibox.4. Set up forwarding
Auto-forward your reply address to the intake address using your provider’s admin console: Google Workspace- Sign in to the Google Admin console as an administrator.
- Go to Apps > Google Workspace > Gmail > Routing.
- Add a routing rule for your support mailbox and use Also deliver to to add your intake address as an additional recipient.
- Save.
- Sign in to the Exchange admin center as an administrator.
- Go to Recipients > Mailboxes and select your support mailbox.
- Open Mailbox > Manage mail flow settings > Email forwarding.
- Enable forwarding to your intake address, keep a copy of forwarded messages, and save.
5. Send from your own address (optional)
By default, replies send from your workspace intake address. To send from your own address (e.g.support@yourcompany.com) instead:
- Click Authenticate your domain.
- Add the DNS records Nedzo shows you (SPF TXT + DKIM CNAMEs) at your domain host.
- Click Validate DNS once you’ve added them. DNS changes can take up to 48 hours to propagate.
From: your real address with proper SPF/DKIM alignment. A domain left unverified for 14 days is marked failed — start authentication again when you’re ready.
DMARC: Nedzo also shows a recommended DMARC record for your domain and reports whether one is present. This is advisory only — a missing or misconfigured DMARC record never blocks sending, but publishing one improves deliverability and guards against spoofing.
Replying and AI auto-reply
- Replies from Unibox thread correctly (In-Reply-To/References) whether or not your domain is authenticated.
- If the agent handling the conversation has AI enabled, Ned can auto-reply to inbound emails on the channel directly, using the same knowledge base, prompt, and actions as your other channels.
- Out-of-office auto-replies and mailing-list mail are recognized and never trigger an auto-response loop, but still appear in Unibox for a human to see if needed. Mail that loops back to our own system (or bounce/postmaster chatter) is dropped automatically.