Goal
Connect a support mailbox so inbound email becomes part of your team’s shared support workflow.Before you start
- You should know the domain and mailbox you want to connect.
- Decide whether the mailbox belongs to the org, a specific AI agent, or a user.
Step 1: create the mailbox
InSettings > Emails & SMTP:
- add the inbound domain
- review the MX target and listener details
- choose listener mode, port, and TLS behavior that match your mail setup
Step 2: create sender identities
After the mailbox exists:- create the identities your team will send from
- decide whether the identity belongs to the organisation, a user, or an AI agent
- choose the default outbound identity where needed
Step 3: connect email to support workflows
Decide how email should behave:- which inboxes should be human-led
- which can default to AI-assisted support
- how follow-up should move from email into broader conversation history
Example workflow
- a customer emails your support domain
- the message lands in a Sippet mailbox
- the conversation appears inside the same support system as other channel activity
- an AI agent or team member follows up using a branded sender identity
What good looks like
- inbound mail is accepted reliably
- outbound email comes from the right identity
- support history stays tied to the same contact and conversation records
Troubleshooting
- If inbound mail does not arrive, check the mailbox listener and domain-level email setup.
- If the wrong sender is used, review identity ownership and default outbound settings.