Email support channels let customers write to your normal support address while your team manages replies in Userorbit. A forwarding address routes inbound.
Configure support email, outbound product email, unread customer notifications, and secure chat identity from one settings page.
Open email settings
Go to Settings > Channels > Email. The page separates four areas:
- Sending email — add a customer-facing sender, authenticate its domain with DNS records, and verify it.
- Support email — copy the generated inbound address and forward your public support mailbox to it.
- Customer notifications — email customers about unread widget replies after a configurable delay.
- Chat identification — protect support conversations with a server-generated email HMAC and optional verification.
Test the channel
- Send an email to your public support address.
- Confirm a Userorbit support thread appears with the original sender and subject.
- Reply from the thread and verify delivery.
Troubleshooting
- If inbound messages are missing, check the external forwarding rule and generated inbound address.
- If outbound mail fails, finish DNS authentication and verification.