Setup Guide
Email Setup
Forward your support email to Sonny and handle chats and emails from the same inbox.
Setup steps
Find your forwarding address
Log in to Sonny and click "Channels" in the sidebar. Open your email channel (or create one) and you'll see your unique forwarding address. It looks like your-workspace+support@sonnysend.com.
Set up forwarding in your email provider
Go to your email provider (Gmail, Outlook, etc.) and set up automatic forwarding from your support email address to your Sonny forwarding address.
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.
Start replying
Reply to email conversations directly from Sonny. Your replies show your company name as the sender, and when the customer answers, their reply lands back in the same conversation.
Provider-specific instructions
Here are step-by-step instructions for the most common email providers.
Gmail / Google Workspace
- Open Gmail Settings (gear icon > See all settings)
- Go to the "Forwarding and POP/IMAP" tab
- Click "Add a forwarding address"
- Enter your Sonny forwarding address
- Confirm the forwarding address via the verification email
- Select "Forward a copy of incoming mail to" and save
Microsoft Outlook / 365
- Go to Settings > Mail > Forwarding
- Check "Enable forwarding"
- Enter your Sonny forwarding address
- Optionally check "Keep a copy of forwarded messages"
- Click Save
Important note
Replies are sent from your workspace's Sonny email address (like your-workspace@sonnysend.com), with your company name shown as the sender. You can set the sender name and an email signature for each channel in its settings — no technical setup needed on your side.
Next steps
If you haven't already, install the live chat widget on your website to complete your setup.
Set up the chat widgetWant replies to come from your own domain, or need to route several domains into one inbox? See the email routing & multi-domain guide.