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Forward your support emails to yayloh Inbox

Get every customer email in Inbox, next to the order it's about. The last step to go live.

Written by Vineeta Pendse

Forward your support address to yayloh so every customer email lands in Inbox, next to the order it's about. Your customers keep writing to the same address as before, and nothing changes for them.

Setting up Inbox takes two steps: 1) verify your domain, and 2) forward your support emails (this article). Forwarding is the last step to go live with Inbox.

How it works

  • Replies to emails you send from Inbox already arrive in Inbox automatically.

  • New emails that customers send to your support address (for example support@mystore.com) stay in your own mailbox, unless you forward them.

  • With forwarding on, a copy of every email to your support address is sent to your Inbox address. You keep the original in your own mailbox.

Before you start

  • Verify your domain first. This lets Inbox send replies from your own address. See Verify your domain for yayloh Inbox.

  • Make sure you can change your email settings, or ask the person who manages your email, such as your IT person. It takes about 5 minutes.

  • Set this up when you're ready to go live. As soon as forwarding is in place, customer emails start arriving in Inbox.

Step 1: Copy your Inbox address

Your Inbox address is the yayloh address that receives your forwarded emails.

  1. Go to Settings > Email identities.

  2. Scroll to Receive email in the Inbox.

  3. Copy Your Inbox address. It looks like mystore-1@reply.yaylohmailer.com.

Step 2: Forward your support address

  1. Under Support address, enter the address your customers write to.

  2. Choose your email provider. yayloh then shows the exact steps for it.

The same steps are listed below. In the examples, replace support@mystore.com and mystore-1@reply.yaylohmailer.com with your own addresses.

Google Workspace

Use this if your company email runs on Google Workspace. You need admin access.

  1. In the Google Admin console, go to Apps > Google Workspace > Gmail > Routing.

  2. Add a routing rule for messages sent to support@mystore.com. Under Also deliver to, add your Inbox address.

  3. Click Save. The rule can take up to an hour to start working.

Is your support address a Google Group? Then add your Inbox address as a member of the group instead.

Gmail user

Use this if you sign in to your support address directly in Gmail.

  1. Sign in as support@mystore.com and open Gmail settings > Forwarding and POP/IMAP.

  2. Click Add a forwarding address and enter your Inbox address.

  3. Google sends a confirmation email to your Inbox address. Open it in yayloh Inbox and click the link.

  4. Back in Gmail settings, choose Forward a copy.

Microsoft 365

Use this if your company email runs on Microsoft 365. You need admin access.

  1. In the Exchange admin center, go to Mail flow > Rules.

  2. Add a rule: when a message is sent to support@mystore.com, Bcc it to your Inbox address.

Why a rule? Microsoft 365 blocks automatic forwarding to outside addresses by default, but mail flow rules aren't affected. If you prefer mailbox forwarding, an admin must first allow it in Microsoft Defender > Policies > Anti-spam > Outbound policy.

Other providers

Set up your mailbox to forward a copy of every email sent to support@mystore.com to your Inbox address, and keep a copy in the original mailbox. Most providers call this forwarding, an alias, or a routing rule.

Step 3: Send a test

Forwarding works as soon as you've finished Step 2. The test confirms it and marks your setup as complete.

  1. Click Send test. yayloh sends a test email to your support address.

  2. When the email comes back through your forward, the status changes from Not set up to Verified.

  3. You can delete the test email that stays in your own mailbox.

You're all set

Once forwarding is verified, Inbox works in both directions:

  • Customers email your support address: their emails arrive in Inbox.

  • Your team starts a conversation from yayloh: customer replies come back to Inbox.

Customers always see and reply to your own support address.

Requirements and limitations

  • Your domain must be verified before you set up forwarding.

  • Google Workspace and Microsoft 365 need admin access to create the rule.

  • Keep the forwarding rule in place. If it's removed, customer emails stop arriving in Inbox.

  • Inbox currently handles email only. Chat is coming soon.

Troubleshooting

  • The status still shows "Not set up": check that the forward uses your exact Inbox address, then click Send test again. With Google Workspace, wait up to an hour first.

  • Gmail doesn't show a forwarding option: your Google Workspace admin has turned it off. They can turn it on in the Admin console under Apps > Google Workspace > Gmail > End user access > Automatic forwarding.

  • Emails from Microsoft 365 don't arrive: use a mail flow rule, as described above. Mailbox forwarding only works if an admin has allowed it.

  • Customer emails stop arriving in Inbox: check that your forwarding rule is still in place. If it was removed, set it up again and click Send test.

  • Still not working? Contact us with your support address and your email provider.

Next step

Learn how to handle conversations in Inbox. See How yayloh Inbox works.

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