> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zynfo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Email inbox: answer customer emails in ZynfoAI

> Forward your support email to ZynfoAI so customer emails arrive in the Inbox, let the AI reply by email if you want, and send replies from your company's own address.

# Email inbox

Customer emails can arrive in the same **Inbox** as website chat and WhatsApp. Your customers keep
writing to your usual support address; you forward it to a private ZynfoAI address.

Only owners and admins can set up email. Go to **AI Agent** and open **Email**.

## Turn it on

<Steps>
  <Step title="Receive customer emails">
    Turn on **Receive customer emails**. Under **Your ZynfoAI email address**, click **Copy**. Keep this
    address private.
  </Step>

  <Step title="Forward your support email">
    * **Gmail or Google Workspace:** in Gmail, open **Settings → See all settings → Forwarding and
      POP/IMAP → Add a forwarding address**, and paste the address. Gmail sends a confirmation email: it
      shows in your ZynfoAI Inbox under **Waiting**. Open it and follow the link. Then choose **Forward a
      copy of incoming mail to** this address and save.
    * **Outlook or Microsoft 365:** open **Settings → Mail → Forwarding**, turn on forwarding, paste the
      address and keep a copy of forwarded messages. If emails don't arrive, ask your Microsoft 365
      admin to allow forwarding to outside addresses.
  </Step>

  <Step title="Check it works">
    Send an email to your support address from another account. It should appear in the Inbox under
    **Waiting** within a minute.
  </Step>
</Steps>

New emails wait for your team in **Waiting**. Replies to the same email thread join the same
conversation.

## Reply by email

Reply in the Inbox as you would in a chat. The customer gets your reply as an email in the same thread,
and their answer comes back to the same conversation.

Replies are sent by email only while **Messages outside the chat** is on. Turn it on in **Automate →
Outbound email and WhatsApp settings**. See [Automate](/automate/overview).

## AI replies to email

Turn on **AI replies to email** to let the AI agent answer new emails. It's off until you turn it on,
and it needs **Receive customer emails** and **Messages outside the chat** on first.

The AI answers from your knowledge and connected integrations. An email goes to your team instead when
a teammate already has the conversation, or when the request needs a form or a person.

## Send from your company

By default, replies come from ZynfoAI's sender address with your workspace's name. To send from your own
address:

1. Under **Send from your company**, enter your **Company support email**, such as
   `support@yourcompany.com`.
2. Click **Connect domain**. ZynfoAI shows DNS records.
3. Add the records at your domain's DNS provider, then click **Save and check verification**.

Once it shows **Verified**, replies use your address. Until then, replies use the ZynfoAI sender.

## Good to know

* Attachments aren't stored. The message says how many there were.
* Emails are shown as plain text.
* **New address** makes a new ZynfoAI address. The old one stops working at once, including for
  replies to emails your team already sent, so update your forwarding straight away.

## Related topics

* [The Inbox](/inbox/session-management)
* [Live chat](/inbox/human-handoff)
* [Automate](/automate/overview)


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