The Email channel turns a support mailbox into conversations in your Inbox. Customers write to your address, and replies go out from the same address. Natiq sends and receives mail through an email provider, Mailgun or SendGrid, so you'll need an account with one of them.

Before you start

• A mailbox address customers will write to, for example support@yourcompany.com.
• An API key from your email provider, used to send.
• If you use Mailgun: the verified domain it sends through.

Connect the mailbox

The Email form: the mailbox, the provider and key, and the Callback URL to give your provider.

1. 1Provider
2. 2Callback URL

1. Open Connect, go to the Catalog tab and select Email.

2. Enter a name for the channel.

3. Fill in Connection details:

   Field	What to enter
   Mailbox address	The address customers write to. Replies go out from it too. Natiq stores it in lower case.
   From name (optional)	What the customer sees in their inbox before opening the message, for example "Acme Support".
   Provider (optional)	MAILGUN or SENDGRID. Leave blank for Mailgun.
   Sending domain (optional)	The verified domain Mailgun sends through. Leave blank on SendGrid.
   Provider API key	The key used to send.
   Inbound secret (optional)	If you set it, incoming mail must carry it, so nobody can forge a message.

4. Choose who answers and the queue. See Choose who answers a channel.

5. Select Save channel.

The provider API key and inbound secret are stored as secrets. Natiq shows them as stored and never displays them again; leave a field blank when editing to keep the stored value.

Point your provider at Natiq

Incoming mail reaches Natiq through a URL, shown as Callback URL in the channel drawer. Copy it and give it to your provider as the destination for inbound mail:

• On Mailgun, use it for a Route.
• On SendGrid, use it for Inbound Parse.

The hint text mentions Meta

Under the Callback URL the drawer currently says to register it "in the Meta console". For Email, register it with Mailgun or SendGrid instead.

If you set an Inbound secret, your email provider must send it with every delivery, either as the X-Natiq-Email-Webhook-Secret header or as a form field named webhookSecret. Mail without it is rejected.

Good to know

• The mailbox address must be unique across Natiq. If it's already used by another active Email channel, saving fails with a message that the credentials are already in use.
• Mailgun is the default provider because its inbound parser separates out the headers that email threading needs.

Connect a channelThe flow every channel shares.Choose who answers a channelAssign an agent or send mail to people.