## 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

- [Website channel with live chat widget](/hc/ajuda/articles/inboxes-channels-canal-site-widget-en)
- [API channel for custom integrations](/hc/ajuda/articles/inboxes-channels-canal-api-en)
- [Inbox settings](/hc/ajuda/articles/inboxes-channels-configuracoes-de-inbox-en)
- [Overview of inboxes and channels](/hc/ajuda/articles/inboxes-channels-overview-en)