Overview

You can get started with support email using your default workspace email address, without setting up a custom domain. However, we recommend authenticating your own domain to send from an address that matches your brand.

Setting up the email channel allows you to:

• Connect your email addresses to the appropriate brands

• Centralize emails so teammates can respond directly from the inbox

• Automatically forward emails to ensure all messages are routed to your workspace

• Use a custom domain for replying to customer emails and sending proactive support emails.

Add your support address

You need the Manage Custom Domain permission in Featurebase and access to your email provider’s forwarding settings.

1. Go to Settings → Support channels → Email → Domains & addresses

2. Click 'New email address' and enter the address your customers use to contact you

3. Keep Automatically forward emails from this address on, then click 'Start setup for this address'

4. Click 'Set up automatic forwarding' and copy Your Featurebase workspace email

5. Add that address to your email provider’s forwarding settings using the instructions below

Set up email forwarding with your email provider

You’ll now set up forwarding from your email host to Featurebase.
Below are the steps for common providers:

Google Workspace

Recommended for admin-managed, high-volume routing.
Google Workspace administrator access is required.

Choose the delivery behavior first:
The Default Routing setup below replaces the recipient and sends messages directly to Featurebase.
The original Gmail inbox will not retain a copy.

If you need messages in both Gmail and Featurebase, use Google’s alternative routing options instead.

Use a dedicated routing address - NOT a Google Group.
Google recommends that this address not have an associated user account or mailbox.

1. Open the Google Admin Console.

2. Go to Apps → Google Workspace → Gmail → Default Routing.

3. Select the top-level organizational unit if prompted, then click Configure.

4. Under Specify envelope recipients to match, select Single recipient and enter your customer-facing support address, such as support@yourcompany.com.

5. Select Change envelope recipient → Replace recipient, then enter your Featurebase workspace email.

6. Under Options, select Perform this action on non-recognized and recognized addresses.

7. Save the rule.

🕒 Changes can take up to 24 hours, although they usually apply sooner.
Messages Google classifies as spam are not routed by default.

Test the setup:
After the routing rule takes effect, send an email from an external account to your support address.
Confirm that the message appears in Featurebase and is attributed to the correct sender.

Microsoft 365

🔧 Works for both shared and individual mailboxes.

1. Visit the Microsoft 365 Admin Center

2. Choose the mailbox:

   • For shared: Teams & Groups → Shared Mailboxes

   • For users: Users → Active users

3. Click Edit next to Email forwarding

4. Enable Forward all email sent to this mailbox

5. Paste your Featurebase workspace email

6. Save and return to Featurebase to click 'Verify automatic forwarding'

Gmail (personal Gmail accounts)

⚠️ Best for low-volume use.

1. Open your Gmail settings → See all settings

2. Go to the Forwarding and POP/IMAP tab

3. Click Add a forwarding address

4. Paste your Featurebase workspace email

5. Gmail will send a confirmation email—check your Inbox in Featurebase to verify it

6. Once confirmed, choose to Forward a copy of incoming mail to your Featurebase address

7. Save changes

Outlook.com

1. Go to Settings → View all Outlook settings → Mail → Forwarding

2. Enable Forward your mail to another email account

3. Enter your Featurebase workspace email

4. Save

5. Check Featurebase Inbox for the verification email and confirm

iCloud Mail

1. Go to iCloud Mail Settings

2. Click the gear icon → Preferences → Rules

3. Create a new rule to Forward to your Featurebase workspace email

4. Confirm and save

Verifying ownership

Your email provider may send a confirmation email to verify the forwarding address. Open your Featurebase Inbox and follow the instructions in that email.

Return to the address’s setup in Featurebase and click 'Verify automatic forwarding'. Featurebase sends a test email to your support address. When it returns through your forwarding rule, Automatic forwarding changes to On.

Important notes

• Don't use mailing lists like Google Groups for forwarding – they often mess with email headers and prevent proper identification of users.

• Every forwarded email becomes visible to your team. Avoid forwarding private emails.

• Verification is required. Your email provider will likely send a verification email to your Featurebase inbox—make sure to confirm it.

• Authenticate your domain if you want replies to come from your own address. Forwarding can receive emails before domain authentication is complete

FAQs

What happens when the conversation starts via Messenger chat and moves to email?

If the conversation starts through chat and the customer’s email is found, the customer will receive an email notification when the teammate replies via the Support Inbox.

The notification will come from your default address (e.g. support@company.com), and the customer can simply reply to it from their email inbox - the message will come to Featurebase.

Where will email notifications come from?

Check From in the email composer to see the address used for your replies. Featurebase uses your configured support sender when available. Otherwise, it can use your default Featurebase sending address once email-sending access is approved and sender setup is complete.

Why can’t I reply to customers by email after setting up forwarding?

New Workspaces must request email-sending access before teammates can reply to external customers. While your request is under review, support emails can be sent only to Workspace admins.

You can also open the request form from 'Email replies need approval' in the lower-left corner of the Inbox.

After approval, email sending unlocks. If Featurebase is still setting up your default sending address, wait a few minutes before replying.

Can I forward incoming emails directly to a teammate?

No. Configure your email provider to forward to the Workspace address shown in Featurebase.

Why aren't some emails appearing?

Check spam filters, rate limits from your provider, or incorrect setup. Also make sure the verification step was completed.

How do I stop forwarding?

Remove the forwarding rule in your email provider’s settings.