> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nedzo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Email channel

> Turn on the Email channel to receive support email into Unibox, reply from your own address, and let Ned auto-reply to customers by email.

The Email channel gives your workspace a dedicated intake address, so email forwarded from your existing support inbox turns into conversations in Unibox — no per-agent setup required. Available on **Launch, Scale, and Enterprise** plans.

<Note>
  This is different from the [Email integration](/integrations/email), 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**.
</Note>

## How it works

1. Nedzo gives your workspace a unique **intake address** (`ws-xxxxxxxxxxxx@nedzo-mail.com`).
2. You forward your real support inbox (e.g. `support@yourcompany.com`) to that intake address using your email provider's admin console.
3. Incoming mail creates or continues a conversation in Unibox, with the true original sender captured as the contact — even through a forwarding rule.
4. 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.

<Warning>
  Free/personal email providers (Gmail, Outlook, Yahoo, iCloud, and similar) aren't accepted here — the reply address must be on a domain you control.
</Warning>

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**

1. Sign in to the [Google Admin console](https://admin.google.com) as an administrator.
2. Go to **Apps > Google Workspace > Gmail > Routing**.
3. Add a routing rule for your support mailbox and use **Also deliver to** to add your intake address as an additional recipient.
4. Save.

**Microsoft 365**

1. Sign in to the [Exchange admin center](https://admin.exchange.microsoft.com) as an administrator.
2. Go to **Recipients > Mailboxes** and select your support mailbox.
3. Open **Mailbox > Manage mail flow settings > Email forwarding**.
4. Enable forwarding to your intake address, keep a copy of forwarded messages, and save.

Forwarding is verified once a one-time token round-trips through your actual forward: a real support email creates a conversation, or Gmail/M365's forwarding-confirmation email is captured automatically (its code or link is stored against your intake address so you don't have to hunt for it).

### 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:

1. Click **Authenticate your domain**.
2. Add the DNS records Nedzo shows you (SPF TXT + DKIM CNAMEs) at your domain host.
3. Click **Validate DNS** once you've added them. DNS changes can take up to 48 hours to propagate.

Once verified, replies go out `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.

## Suppressions

If your own authenticated domain has bounces, spam complaints, or unsubscribes on file with Mailgun, view and clear them from the channel settings (only entries on your own domain — never other workspaces'). A suppressed recipient is blocked with a clear message rather than silently dropped.

## Limits

Each workspace has a send-rate limit to protect deliverability; if you hit it, sends are rejected until the limit window resets. If you're consistently hitting it, contact support.