ConversaLabs Help Center
en
Language
pt_BR Portuguese (Brazil) en English es Spanish

Email channel: forwarding and IMAP/SMTP

Open in
View as Markdown Open in ChatGPT Open in Claude
Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

The Email channel turns incoming emails into conversations inside the platform. Your team replies from the same panel as every other conversation, with per-contact history, assignment, internal notes and automations — no need to open a separate email client.

There are two ways to connect: by forwarding (you redirect emails to an address generated by the platform) or by IMAP/SMTP (the platform reads from and sends through your own mailbox directly). Pick whichever fits your operation best.

Prerequisites

  • An administrator profile to create the email inbox.
  • A dedicated support email address (for example, support@yourcompany.com).
  • For IMAP/SMTP mode: your mailbox server details (host, port, username and password or app password) and IMAP/SMTP access enabled at your provider.

Step by step

  1. Under Settings → Inboxes, create a new inbox and choose Email.
  2. Enter the name and the support email address.
  3. Choose the connection mode:
    • Forwarding: the platform generates a receiving address. In your email provider, set up a forwarding rule from your support address to that generated address.
    • IMAP/SMTP: enter the incoming (IMAP) and outgoing (SMTP) server details.
  4. Save and send a test email to the support address.
  5. Confirm the email shows up as a new conversation in the inbox and reply from there.

Settings & options

  • Connection mode: forwarding or IMAP/SMTP, as chosen at creation.
  • Outgoing server (SMTP): used to send replies from the platform with your address.
  • Signature and identity: configure how your name and address appear to the recipient.
  • Conversation threading: replies on the same subject/thread are grouped into one conversation.

Use cases

  • Centralize email support alongside WhatsApp, website and social channels.
  • Route messages from a corporate address (support@, sales@) to the right team.
  • Apply automations and auto-assignment to incoming emails.

Tips, limits & best practices

  • Prefer a dedicated support address so it doesn't mix with a personal inbox.
  • On providers with two-step verification, use an app password for IMAP/SMTP.
  • Test both sending and receiving before sharing the address with customers.

Troubleshooting

  • Emails don't arrive: review the forwarding rule or the IMAP details; check the destination's spam folder.
  • Can't send replies: verify SMTP host, port and credentials, and that the provider allows sending from external apps.
  • Duplicate conversations: make sure only one forwarding rule is active for the address.

See also