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

# Connect a mailbox and route support email

> Set up a mailbox, attach identities, and route inbound email into Sippet support workflows.

## 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

In `Settings > 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.

## Related pages

* [Email overview](/console/email)
* [Connect a branded support mailbox](/console/custom-mailbox-guide)
* [Invite team members](/console/team-members)