Email channel: connect a mailbox and handle customer messages

One inbox, including email. Connect [email protected] to Convor and new customer messages will appear beside your widget and messaging conversations, where an operator can pick up the thread and reply without moving between apps. Email is an available channel and inbox filter. Team notification emails are configured separately.

Connect a mailbox in IntegrationsCopy Anchor Link

Open Integrations → Email and select Add mailbox. If the catalog card is not visible, search for Email in the dashboard's navigation search to open the same module. Choose Connect Google, Connect Microsoft or Other IMAP/SMTP. The first two options start authorization with Google Workspace / Gmail or Microsoft 365 / Outlook. Your account permissions and the provider's OAuth configuration must allow the connection.

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Configure a custom IMAP/SMTP mailboxCopy Anchor Link

Choose Other IMAP/SMTP and enter the Email address, optional Sender name, Username, and Password or app password. Enter the IMAP host, IMAP port, SMTP host, and SMTP port supplied by your mail provider. The IMAP TLS on connection and SMTP TLS on connection switches select implicit TLS. When switched off, Convor requires STARTTLS, so both modes encrypt the connection.

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Select Connect mailbox after entering the connection settings. The mailbox password is sensitive. Do not paste production credentials into public examples or use them to test a documentation screenshot.

Receive and reply to customer emailsCopy Anchor Link

Once connected, Convor starts syncing new incoming mail. Existing mailbox history is not imported. New mail appears in an Email conversation under Conversations. Replies with recognizable email references are added to the existing conversation in the same thread. A new thread creates a new conversation. Use the channel filter to find it, assign an operator and send replies through the connected mailbox.

Under Integrations → Email, review the connected mailboxes. Statuses include Connected and Needs attention, with a timestamp for the last synchronization. Run Test connection if delivery stops. OAuth mailboxes can use Reconnect, and all mailboxes can be Disconnected. Check with your provider if authentication or TLS settings fail.

Use Rules and Knowledge for email conversationsCopy Anchor Link

The four ready-made AI message rules exclude Email by default: introduction, unavailable operator, clarification and handoff. Add Email to a specific rule if you want that message sent. When an unanswered question needs human support, Convor still hands off the conversation, but sends no substitute message if no rule reply matches.

An incoming email can match Rules and Knowledge scoped to Email. For instance, a Rule can tag an invoice request with billing, then AI may use a published article to answer it. A prepared reply or handoff can end automatic handling of that message.

Under Profile → Notifications, operators choose separate email alerts about assignments and other Convor events. Those alerts are not the customer conversation. Sending a transcript through the Conversations API is another separate action.

If incoming mail is missing, start with Test connection, mailbox status and the last synchronization. Then check the Email channel filter, selected site and conversation status. Changing Rules cannot fix a mailbox that never connected.