Connect Email

Turn your support email into a Cloodot channel. Forward messages from an address like support@yourcompany.com to the dedicated inbox Cloodot gives you, and every email lands in your shared inbox next to WhatsApp, Instagram, Facebook, and WebChat.

What the email channel does

Cloodot mints a unique inbound address for each email channel (for example acme-support@mail.cloodot.com). Once you forward your support mail to it:

• Incoming emails become conversations in your Cloodot inbox
• Your team — or an AI agent — replies from Cloodot, and the reply is emailed back to the customer in the same thread
• Follow-ups from the customer stay attached to the same conversation

You keep your existing support address. Cloodot sits behind it through forwarding, so nothing changes for the people emailing you.

Before you start

You'll need:

• A support email address you can set forwarding on (like support@yourcompany.com)
• Access to your email provider's settings (Gmail, Google Workspace, or Outlook / Microsoft 365)
• A Cloodot workspace with the email channel enabled

Set up email

1. Open the Channel Connection Wizard

Start from one of two places.

From the inbox (no channels connected yet)

1. Open Inbox or Conversations
2. Under "No channels connected", click Add a messaging channel

From Settings

1. Go to Settings → Organization → Channels
2. Click Add Channel or the + button
3. Select Email

2. Name your inbox

1. Channel Name (required) — How this inbox appears in Cloodot, e.g. Acme Support
2. Sender Name (optional) — The name customers see on replies sent from this inbox. Defaults to your channel name.
3. Click Create Email Channel

Cloodot generates a unique inbound address from your channel name — acme-support@mail.cloodot.com, for example.

3. Copy your Cloodot address

On the Forwarding step, copy the address Cloodot generated using the copy button. You'll paste it into your email provider next.

4. Forward your support email to it

Set up automatic forwarding from your existing support address to the Cloodot address you just copied.

Gmail (personal)

1. In Gmail, go to Settings → See all settings → Forwarding and POP/IMAP
2. Click Add a forwarding address and paste your Cloodot address
3. Gmail sends a confirmation code to that address — see the note below on where to find it
4. Enter the code, then choose Forward a copy of incoming mail and save

Google Workspace (admin)

1. In the Admin console, go to Apps → Google Workspace → Gmail → Routing
2. Add a routing rule that delivers mail for your support address to the Cloodot address
3. Or set forwarding on the individual mailbox as in the Gmail steps above

Outlook / Microsoft 365

1. In Outlook, go to Settings → Mail → Forwarding
2. Turn on forwarding, paste your Cloodot address, and choose whether to keep a copy
3. Save

5. Send a test email

1. From another account, email your support address (e.g. support@yourcompany.com)
2. Confirm the message appears as a conversation in your Cloodot inbox
3. Reply from Cloodot and confirm the reply reaches the sender

How replies work

• Replies you send from Cloodot are emailed to the customer from your inbound address, with your Sender Name on them
• The customer's response threads back into the same conversation
• Both agents and AI agents reply the same way — the customer always sees one continuous email thread

Managing the email channel

• Rename the channel or change the sender name any time in Settings → Organization → Channels
• Filter by channel in the inbox to see only email conversations
• Connect more than one — add a separate email channel for each support address (sales, billing, support), each with its own inbound address

Troubleshooting

Emails aren't arriving in Cloodot

• Confirm forwarding is turned on and points to the exact Cloodot address (copy it again from the channel settings if unsure)
• For Gmail, confirm you finished the confirmation-code step — forwarding stays inactive until you do
• Send a fresh test email; forwarding rules usually apply only to newly received mail
• Confirm the email channel is still connected in Cloodot

The Gmail confirmation email never showed up

• Check your Cloodot inbox — the confirmation lands there as a conversation, not back in Gmail
• Re-check that you pasted the Cloodot address correctly in Gmail's forwarding settings

Replies aren't reaching customers

• Confirm the conversation is an email conversation and you're replying from within it
• Check the customer's spam folder for the first reply
• Confirm the email channel is still connected

Next steps

1. Set up automated responses
2. Configure business hours
3. Invite team members

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Need help? See the troubleshooting guide or contact support.