Prerequisites
- Verified domain in your OpenCX dashboard. Add or check domains under Settings → Domains or the domain API.
What You Will Configure
- Public support address — the inbox customers use; register it exactly in the dashboard.
- Forward at your host — copy (or all) mail to
[email protected].
Go Live
Verify Your Domain
Confirm ownership of your domain under Settings → Domains. This allows you to send emails from addresses on that domain.
Register Your Support Address
Go to Channels → AI Email and add the address your customers write to (e.g.
[email protected]).Set Up Forwarding In Your Email Provider
Tell your email provider to forward a copy of incoming mail to
[email protected].- Gmail
- Outlook / Microsoft 365
- Other Providers
Settings → See all settings → Forwarding and POP/IMAP → Add a forwarding address → enter
[email protected] → confirm the verification email → choose Forward a copy.Expected Results
| Item | Detail |
|---|---|
| Forwarding inbox | Mail must reach the shared address; allow up to about one minute before it shows in the dashboard (best effort). |
| Connection test | May take up to 5 minutes. Retry if it shows failed. If it fails again, see Troubleshooting. |
After mail reaches
[email protected], allow a short delay before it shows in the dashboard.Related Documentation
Troubleshooting
Connection failures, missing replies, and common fixes.
Email Flow
Session matching, threading, and outbound format.
Autopilot And Topics
Channel-level Autopilot, assist mode, and topic rules.
Email API
Domains, verification, and transactional sends.