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Email channel setup guide

Connect your company support email in a few steps

Written by Mayur Morè

The Email channel lets you manage customer emails inside BotSpace — just like WhatsApp or Instagram chats.

Customers write to your support email (for example, [email protected]). Those emails show up in your BotSpace Inbox. Your team can reply from BotSpace, and the customer gets the reply in their email inbox.

Before you start

You’ll need:

  • A company email address on your own domain (for example, [email protected] or [email protected])

  • Access to that mailbox’s forwarding settings

  • Access to your domain’s DNS settings (usually where you manage your website domain — Cloudflare, GoDaddy, Namecheap, and similar)

How it works (in simple terms)

Setup has two parts:

  1. Inbound — Your support email automatically forwards incoming messages to BotSpace, so they appear in your Inbox.

  2. Outbound — You add a couple of DNS records so BotSpace can send replies as your support email address.

You keep using your existing mailbox. BotSpace does not replace it.

Step 1: Open Email setup

  1. In BotSpace, go to the left sidebar and click Email.

  2. If you haven’t connected email yet, click Connect.

  3. You’ll land on the Connect Email page. There are three steps:

    1. Add email address

    2. Set up forwarding

    3. Authenticate domain

Step 2: Add your email address​

  1. Enter your support email address (for example, [email protected]).

  2. Check the preview — this shows how your replies will look to customers. Replies are sent as: [Your name] from BotSpace <your-support-email>

  3. Click Start setup for this address.​

That’s it for this step. Next, you’ll connect forwarding so BotSpace can receive mail.

Step 3: Set up inbound (automatic forwarding)

This step tells your email provider to send a copy of every new email to BotSpace.

3.1 Copy your forwarding address

  1. On the Set up automatic forwarding screen, you’ll see a special address.

  2. Click the copy button next to it.​

3.2 Turn on forwarding in your email provider​

Sign in to the place where your support mailbox lives, then add the BotSpace address as a forwarding destination.
​

If you use Gmail / Google Workspace:

  1. Open Settings.

  2. Go to Forwarding and POP/IMAP.

  3. Click Add a forwarding address.

  4. Paste the BotSpace address and confirm.

  5. Turn forwarding on.

If you use Outlook / Microsoft 365:​

  1. Open Settings.

  2. Go to Mail → Forwarding.

  3. Turn forwarding on.

  4. Paste the BotSpace address.

Important: Your provider may ask you to confirm the forwarding address. They often send a confirmation email — check your BotSpace Inbox for it and follow the confirmation link if needed.

Tip: If your provider offers “keep a copy in the inbox,” turn that on if you still want emails in your normal mailbox as well as in BotSpace.

3.3 Verify forwarding in BotSpace​

  1. Back in BotSpace, click Verify automatic forwarding.

  2. BotSpace sends a test email to your support address.

  3. If forwarding is set up correctly, that email arrives in BotSpace and you’ll see Forwarding verified.

  4. Click Continue.

​If you’re not ready yet, you can click Skip for now and finish this later in Email → Settings.

Step 4: Set up outbound (authenticate your domain)

This step lets BotSpace send emails as your support address, so replies look trustworthy and are less likely to land in spam.

  1. On the Authenticate your domain screen, you’ll see a table of DNS records.

  2. Open your domain’s DNS settings (wherever you manage your domain — for example Cloudflare, GoDaddy, or Namecheap).

  3. Add each record exactly as shown. You’ll typically add:

    1. A TXT record

    2. A CNAME record

Copy the Host / Name and Value carefully — small typos will block verification.

​

4. After saving the records, return to BotSpace and click I've added the records — check now.

5. When everything looks good, you’ll see Domain: verified.

6. Click Finish setup.

Note: DNS changes can take a few minutes (sometimes longer). If verification fails, wait a bit and try again.

You’re done — what “Ready” looks like

After setup, go to Email → Overview page.

You should see:​

  • Status: Ready

  • Inbound: Verified

  • Outbound: Verified

If anything is still pending, the page will say Setup incomplete. Open Email → Settings page to finish forwarding or DNS verification.

​

​How to use Email in your Inbox​

Once the channel is ready:

  1. Open Inbox and select your Email channel (if you use more than one channel).

  2. When a customer emails your support address, a conversation appears in the Inbox.

  3. Open the conversation to read the email thread.

  4. Type your reply in the box at the bottom (Write an email reply...) and send.

Customers receive your reply in their email inbox. Follow-up emails from the same customer stay in the same conversation.

​Managing your Email channel later

Go to Email → Settings page anytime to:

  • Check or re-verify Mailbox forwarding

  • Check or re-verify Sending DNS

  • Update the Channel name

  • Delete the channel if you need to start over

Common questions

Do I lose my existing mailbox?

No. You keep your mailbox. BotSpace receives a forwarded copy of incoming emails.

​

Why do I need DNS records?

They prove you own the domain and allow BotSpace to send mail as your support address safely.

What if forwarding or DNS isn’t verified yet?

Your Overview page will show Setup incomplete. Finish the pending step under Email → Settings page.

Can I connect more than one support email?

Yes — you can connect different company email addresses as separate Email channels.

​Need help?

If at any point you are stuck you can always reach out to us on Live Chat

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