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Email turns incoming customer mail into Jaaxis conversations and sends human or agent replies back by email.

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Set up forwarding

1

Open the email setup

From Agents, open the agent, select Connect, and choose Email → Manage. Copy the Agent email shown in the Forwarding step.
2

Forward the support mailbox

In your email provider, add the Agent email as the automatic forwarding destination for the customer-support mailbox. If the provider sends a verification message, open it under Incoming Emails in Jaaxis and complete the provider’s verification.
3

Confirm forwarding

Send a test email to the support mailbox and confirm it appears under Incoming Emails. Select I’ve set up forwarding, then select Next.
4

Choose the sending address

To reply from your own domain, add the address under Custom email, publish the DNS records Jaaxis displays, and wait for SPF and DKIM to show as verified. Otherwise select Skip to use the Agent email.
5

Configure ignored senders

Add narrow sender-address keywords that should be ignored, then select Done. The email setup closes and the agent is ready to receive forwarded customer email.

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Optional custom sending address

Without a custom address, replies use the agent email. To send from your own domain, add the desired address and publish the DNS records shown by Jaaxis. Wait until SPF and DKIM are both verified before relying on the address. DNS updates can take time to propagate. Copy host names and values exactly; your DNS provider may add the domain suffix automatically.

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Block unwanted senders

Add sender-address keywords such as automated or promotional patterns that should be ignored. Use narrow terms to avoid blocking real customers.

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Final test

Reply from Jaaxis and confirm the customer receives the message from the expected address. Then reply from the customer’s mailbox and confirm the new message returns to the same conversation.
Do not forward internal mailboxes that contain private company correspondence unrelated to customer support.