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You do not need a self-hosted mail server; set this up in your OpenCX dashboard.

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Prerequisites

Each registered address is globally unique. If this address is already in use, you cannot add it.

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What You Will Configure

  1. Public support address — the inbox customers use; register it exactly in the dashboard.
  2. Forward at your host — copy (or all) mail to .
Forward all mail for that address when possible; filters that drop automated mail can break the .

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Go Live

1

Verify Your Domain

Confirm ownership of your domain under Settings → Domains. This allows you to send emails from addresses on that domain.
2

Register Your Support Address

Go to Channels → AI Email and add the address your customers write to (e.g. [email protected]).
3

Set Up Forwarding In Your Email Provider

Tell your email provider to forward a copy of incoming mail to [email protected].
Settings → See all settings → Forwarding and POP/IMAP → Add a forwarding address → enter [email protected] → confirm the verification email → choose Forward a copy.
4

Run The Connection Test

Status becomes Connected once a test email to your address comes back through your forwarding rule. If it does not, check the rule at your provider and run the test again.
Web forms and help center tickets that forward to your support address are handled the same way — no separate configuration needed.

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Expected Results

After mail reaches [email protected], allow a short delay before it shows in the dashboard.

Troubleshooting

Connection failures, missing replies, and common fixes.

Email Flow

Session matching, threading, and outbound format.

Autopilot And Topics

Channel-level Autopilot and topic rules.

Email API

Domains, verification, and transactional sends.