Configure an Email channel

Connect a mailbox

1. Create or open an Email channel.
2. Enter the mailbox address that receives customer email.
3. Save the channel.
4. Copy the generated Forwarding Address.
5. In the mailbox provider, create a forward-as-is or redirect rule to that address.
6. Send a test email to the original mailbox.

Doublewire validates that forwarding preserves the original sender before email replies are enabled. Forward-as-attachment is not supported.

The status shows Waiting for test email, Forwarding validated, or Validation failed. Correct the mailbox rule and send another test when validation fails.

Choose thread matching

• Reply chain keeps verified replies together and starts a new conversation for each standalone email. The chain subject becomes the initial conversation subject.
• Sender address places email from the same sender into that sender’s latest open conversation. Each email retains its own subject.

Subject similarity is not used as sender identity.

Add automated replies

Assign an assistant to enable supported automatic responses, or choose None for a manual Inbox. Add reply instruction asks the assistant to end with a short instruction, in the contact’s language, explaining that they can reply to continue.

Email attachments and calendar invitations appear in the Inbox timeline when supported. They are available to operators but are not automatically added to assistant conversation context.