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Replyful gives each email inbox its own forwarding address. Forward your support mail there and every email becomes a ticket. Your customers keep writing to the address they already know. Before you start, you need:
  • Permission to manage channels in Replyful.
  • One of these on the Google side: a sign-in to the support mailbox in Gmail, or a Google Workspace admin account.

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Create the inbox in Replyful

1

Choose email forwarding

Go to Channels → Email and click Create inbox. Select Email forwarding and click Continue.
The Create email inbox dialog with Email forwarding selected
2

Enter your support address

Enter the address your customers write to today, for example [email protected], and click Create inbox.
The Set up email forwarding dialog with support@acme.com entered
3

Copy the forwarding address

The new inbox opens. Under Email address → Forwarding, copy the forwarding address. It ends in @inbound.replyful.io.
The Email address card showing the forwarding address 9f3k2x7q@inbound.replyful.io with a copy button

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Forward mail from Google Workspace

There are two ways to do it. Pick one.

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Forward from Gmail settings

1

Open forwarding settings

Sign in to Gmail as the support mailbox. Click the gear icon, then See all settings, then the Forwarding and POP/IMAP tab.
2

Add the forwarding address

Under Forwarding, add the forwarding address you copied from Replyful. Gmail sends a verification email to that address.
3

Verify it in Replyful

Gmail’s verification email arrives in Replyful as a new ticket. Open it and click the verification link.
4

Turn on forwarding

Back in Gmail, select Forward a copy of incoming mail to and pick the forwarding address. Leave the second option on keep … copy in the Inbox so you still have the original. Click Save Changes.
Gmail's Forwarding and POP/IMAP tab with Forward a copy of incoming mail to selected and the Replyful forwarding address entered
If you can’t add a forwarding address, your Workspace admin has turned off automatic forwarding. They can turn it on in the Google Admin console under Apps → Google Workspace → Gmail → End User Access → Automatic forwarding.

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Forward with a routing rule

A routing rule sends your support mail to Replyful before it reaches any mailbox. You don’t need a verification step.
1

Open default routing

In the Google Admin console, go to Apps → Google Workspace → Gmail → Default routing. Click Configure, or Add another rule if you already have rules.
2

Match your support address

Under 1. Specify envelope recipients to match, choose Single recipient and enter your support address.
The Add setting dialog with Single recipient selected and support@acme.com entered
3

Send it to Replyful

Under 2. If the envelope recipient matches the above, do the following, keep Modify message. Under Envelope recipient, tick Change envelope recipient, choose Replace recipient and paste the forwarding address.
Change envelope recipient ticked, with Replace recipient set to the Replyful forwarding address
4

Apply it to every address and save

Under 3. Options, choose Perform this action on non-recognized and recognized addresses, so the rule works whether your support address is a user, a group or an alias. Click Save.
Options with Perform this action on non-recognized and recognized addresses selected
With Replace recipient, your support mail goes only to Replyful and no copy stays in Gmail. To keep a copy in Gmail as well, leave Change envelope recipient unticked. Tick Add more recipients under Also deliver to instead and add the forwarding address there. The rule usually starts working within a few minutes, but Google says it can take up to 24 hours.

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Send a test email

From an address outside your Google Workspace, like a personal Gmail account, send an email to your support address. It should show up as a ticket in your Replyful inbox within a minute.

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How replies are sent

Your team’s replies are sent from the inbox’s Replyful address, with the teammate’s name and your organization as the sender name (for example “Andreas @ Acme”). When the customer replies, the answer goes straight back into the same ticket. To send from your own domain, follow the add and verify a custom domain link on the inbox page.