Setup an Inbox (Email forwarding)

Updated a month ago ​by Matt Bilotti

Inboxes are used within Drift to manage any inbound emails or live chat conversations (this is only available via one of our paid plans). You will need to configure an Inbox if you're going to use the Email Fallback option within live chat or will be managing inbound support emails via Drift. 

To get setup head over to: 

  1. Settings 
  2. Conversations
  3. Inboxes

Set the Inbox Name and Public email address. These are what customers will see as the From Name and Email when they receive an email fallback message or you respond to an email from Drift. 

You can edit your inbox name at any time by returning to these settings and changing the name of your inbox if you are on a small business plan or above. 

Once created there are two things you'll want to do:  Setup email forwarding from your current email provider. You want those emails to Friends@ to get into the right place. 😉

Here are a couple useful guides for setting up forwarding with different email providers: GmailGoDaddy and Office 365. If you use something else and are having trouble, reach out and we'll help you. 

Final step - if you want us to send email on your behalf so it looks like it is coming from your servers and not ours, we recommend setting up DKIM. 

The necessary CNAME records to configure will be listed.

If you're already using the CNAME domainkeys for another tool, you can either pass on using DKIM or generate a SendGrid API Key (which you can do from this page) with mail sending capabilities and put that key in our SendGrid integration. If you do that, all mail sent by us will be send through your business SendGrid account. The only downside is that we won't be able to report on open/click/bounced rates for your campaigns.

Here are some links that you might find useful: GodaddyRackspaceHostgatorDreamhostAWS.
As always - if you run into some trouble getting this setup, hit the handy blue chat bubble in the corner and we'll be happy to help.

Not using Drift yet? Get your free account here.


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