Email channel overview
Yasir
Last Update 2 days ago
Connect your email accounts to tawk.to and handle customer email from the same Inbox you use for chats, tickets and your other channels. Replies go out from your own address, so your customers see a reply from the address they wrote to.
What you can do
- Connect almost any mailbox: any provider that supports IMAP and SMTP, including Gmail, Outlook, Yahoo, iCloud, Fastmail and Zoho.
- Connect more than one: run separate inboxes for support, sales and billing, each with its own name and visibility.
- Reply from the Inbox: email conversations sit alongside your chats, with the same status, assignee, priority and tag controls.
- Undo a reply: replies are held briefly before they go out, so a mistake can be pulled back.
- Control who sees each inbox: keep an inbox private, open it to everyone, or scope it to departments or named members.
- Put AI Assist on an email inbox: assign an AI agent to answer email, the same way you can for live chat and your other channels.
- Reconnect without losing anything: if a provider drops the connection, reconnecting preserves your conversation history, inbox name and sharing settings.
Getting started
- Connecting your email inbox to tawk.to: set up your first mailbox.
- Managing email conversations in the Inbox: reply, assign, and use undo send.
- Updating your email inbox settings: change server details, visibility and ownership.
Coming soon
These are not available yet and are planned for a future release:
- Gmail and Outlook as their own channels: you can connect a Gmail or Outlook mailbox today using IMAP and SMTP with an app password, exactly as described above. Connecting them directly with a Google or Microsoft sign-in, as separate channels of their own, is coming later.
- Signatures: automatic signatures on email replies.
- Drafts: saved and shared reply drafts.
- Per-conversation access control: today you control access at the inbox level; controlling it on an individual conversation is coming.
Additional considerations
Email inboxes are per property An inbox belongs to the property you connect it to. If you manage several properties, connect the relevant mailboxes separately for each one.
One address, one inbox Each email address connects once. A second address is a second inbox.
This is not email forwarding Email forwarding is a separate Ticketing feature that sends copies of your mail to tawk.to, where they arrive as tickets. The email channel connects the mailbox itself, and mail arrives as an email conversation in your Inbox. They are independent, using one does not affect the other.
One address, one inbox Each email address connects once. A second address is a second inbox.
This is not email forwarding Email forwarding is a separate Ticketing feature that sends copies of your mail to tawk.to, where they arrive as tickets. The email channel connects the mailbox itself, and mail arrives as an email conversation in your Inbox. They are independent, using one does not affect the other.
Learn more
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