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Setting up email

Last updated on Jun 05, 2026

Setting up email

Konversio handles email as a full two-way channel. Inbound messages arrive as conversations; replies from agents go back as emails. This covers how to connect an email address to a Konversio inbox.

Create an Email inbox

  1. Go to Settings → Inboxes → Add Inbox

  2. Select Email as the channel type

  3. Enter:

    • Channel name — internal label for your team
    • Email address — the address you want to receive mail at (e.g. support@yourdomain.com)
    • Display name — the sender name shown on outbound emails

  4. Click Create Inbox and assign agents

At this stage the inbox exists but cannot yet send or receive mail. You need to configure either inbound forwarding or IMAP, and SMTP for outbound.

Inbound email: forwarding

The simplest inbound setup is forwarding. Konversio provides a unique forwarding address for each inbox — something like abc123@inbound.your-konversio-instance.com.

Set up a forwarding rule in your existing mail service (Gmail, Fastmail, your domain's MX provider) to forward all mail sent to support@yourdomain.com to that Konversio address. Konversio receives the forwarded message, parses it, and opens a conversation.

This approach requires no IMAP credentials and works with almost any mail provider.

Inbound email: IMAP

If you prefer Konversio to poll your mailbox directly:

  1. Open the inbox settings and go to the Configuration tab
  2. Enable IMAP and fill in:
    • IMAP host and port (e.g. imap.yourdomain.com, port 993)
    • Username and password (use an app-specific password if your provider supports it)
    • SSL enabled (recommended)

Konversio polls the mailbox at regular intervals. New messages are pulled in and opened as conversations. Messages are marked as read after import.

Outbound email: SMTP

To send replies from Konversio back to customers via your own mail server:

  1. In the inbox settings, go to the Configuration tab
  2. Enable SMTP and fill in:
    • SMTP host and port (e.g. smtp.yourdomain.com, port 587)
    • Username and password
    • From address (should match the inbox email address to avoid SPF/DKIM failures)
    • TLS/STARTTLS setting

If you do not configure SMTP, Konversio falls back to its own mail relay. For professional use and deliverability, configuring your own SMTP is strongly recommended.

Reply-via-email flow

When a customer replies to an agent's email, the reply lands back in the inbox (via forwarding or IMAP) and is threaded into the original conversation. Konversio matches replies to conversations using a Message-ID / In-Reply-To header chain, so the conversation stays intact even across multiple back-and-forth exchanges.

Agents reply directly from the conversation view in Konversio — they do not need to open a mail client.

Practical notes

  • Use a dedicated mailbox for each Konversio inbox. Shared mailboxes used by humans and Konversio simultaneously will cause duplicate handling.
  • Set up DKIM and SPF records for your sending domain. Without them, outbound mail is likely to land in spam.
  • If you use Gmail, enable IMAP access in Google Account settings and use an App Password rather than your main password.