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Setup guide

Email setup

Forward your support email to Sonny and handle chats and emails from the same inbox.

Setup steps

  1. 01

    Find your forwarding address

    Open Channels, choose a channel, then select Email. Under Email Address, select Copy.

  2. 02

    Set up forwarding in your email provider

    In your email provider, forward your support mailbox to the copied Email Address.

  3. 03

    Verify the connection

    Send a test email to your support address. It should appear in your Sonny inbox within a few seconds as a new conversation.

  4. 04

    Start replying

    Reply from the Sonny inbox. When the customer answers, the reply returns to the same conversation.

Sender name and signature

On the channel's Email tab, use Email From Name and the From name field to choose the name customers see. If it is blank, Sonny uses Agent Name via workspace name.

Build the shared footer under Email Signature. Turn on Lock signature if agents must not override it from their profiles. Select Save changes after editing these settings.

By default, messages use the channel's managed Sonny address. To send from your own verified domain, follow the email routing guide.

Provider-specific instructions

Here are step-by-step instructions for the most common email providers.

Gmail / Google Workspace

  1. On a computer, open Gmail. Select Settings, then See all settings.
  2. Open Forwarding and POP/IMAP (some accounts show Forwarding).
  3. Select Add a forwarding address, enter the copied Sonny Email Address, then select Next, Proceed, and OK.
  4. Open the verification message in Sonny and follow its link. Return to Gmail settings and refresh the page.
  5. Back under Forwarding, select Forward a copy of incoming mail to and choose the Sonny address.
  6. Choose what Gmail should do with its copy; Google recommends Keep Gmail's copy in the Inbox. Select Save Changes.
Google's forwarding guide

Microsoft Outlook / 365

  1. In Outlook.com, select Settings, Mail, then Forwarding.
  2. Select Enable forwarding and enter the copied Sonny Email Address.
  3. Optionally select Keep a copy of forwarded messages.
  4. Select Save. Microsoft may ask you to enable or confirm two-step verification first.
Microsoft's forwarding guide

Important note

Test the complete loop before sharing the address: send to your public support mailbox, confirm the conversation reaches Sonny, reply from the inbox, then answer that reply and confirm it returns to the same conversation.

Next steps

If you haven't already, install the live chat widget on your website to complete your setup.

Set up the chat widget

Want replies to come from your own domain, or need to route several domains into one inbox? See the email routing & multi-domain guide.

Related docs

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