Bring your support email into Freesbe

Bring the address your customers already write to, like support@northwind.example, into a Freesbe channel. Every email starts or continues a thread there, your team answers in the thread, and the customer gets the answer by email. You need to be a Freesbe owner or admin, and able to change forwarding for the address where your email is hosted.

1. Add the email inbox

1. Open Workspace settings → Integrations & apps → Integrations → Customer inbox and, under Shared email address, click Add email address.
2. Pick the channel emails go to, like #support. Everyone in it can see and answer them.
3. Enter Your team’s address (support@northwind.example) and check the Name on replies.
4. Click Add email address and copy the address Freesbe gives you.

2. Forward your address to Freesbe

• Google Workspace group: add the Freesbe address as a member of the group.
• Gmail or Google Workspace mailbox: Gmail settings → Forwarding and POP/IMAP → Add a forwarding address. The confirmation email Gmail sends shows up in your channel: open its link to confirm.
• Microsoft 365: Exchange admin center → the mailbox → Mail flow settings → Email forwarding.

3. Try it

Send an email to your support address from your own email. Within a few seconds, a card shows up in the channel with your subject, and your email is in its thread. Reply in the thread: the answer arrives in your mailbox as a reply to your email.

4. Tell your team how to answer

• Reply in the thread to email the customer. Switch to Internal note to talk it over first.
• Click the name on the bar to hand the email to someone else, and Close it when it’s done.
• Saved replies and Suggest a reply work for email the same way as for web chat.

See Customer inbox for everything email inboxes do.