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Egentify’s email channel lets you route support emails through the AI agent using a simple email forward. Once set up, every email sent to your support address lands in Egentify, where the AI can read it, understand the customer’s request, and respond, either by drafting a reply for your review or sending one automatically. Your customers still email the same address they always have, and all the routing happens behind the scenes.

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Set up email forwarding

1

Find your Egentify forwarding address

In the Egentify dashboard, click Store Settings and open the Ticketing tab. Your unique forwarding address is listed there, in the format {alias}@support.egentify.com. Copy it.
2

Set up forwarding at your email provider

In Gmail, Outlook, Zoho, or whichever provider hosts your support inbox, create a forwarding rule that sends all mail arriving at support@yourdomain.com (or your support address) to your Egentify forwarding address. The exact steps vary by provider, so look for Forwarding, Rules, or Filters in your email settings.
Your email provider may send a verification email to your Egentify forwarding address. This email may appear in Tickets → Junk because Egentify’s AI classifier identifies it as a non-support email. Open Tickets → Junk, find the verification email, and follow its instructions to verify forwarding.
3

Choose a handling mode

Back in Egentify on the Ticketing tab, select the handling mode that fits your workflow. See Handling modes below for the options.
4

Set your Support Email (optional)

Enter your own support address under Support Email. Egentify uses it when routing team notifications about tickets.

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Handling modes

Choose how much the AI does on its own. You can change this at any time.
Use Draft mode to start building confidence in the AI’s replies before switching to Auto.
Replies are always sent from Egentify’s own address, not from your domain. Sending from support@yourdomain.com is not supported today, so customers see the Egentify address in the From line.

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Email threading

Egentify preserves email threads across the full conversation. When a customer replies to one of your responses, their reply is automatically matched to the original thread and appears as a continuation of the same ticket in the dashboard. Your team’s replies and AI-generated messages are all visible in one place, in the order they were sent and received.

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Attachments

Attachments included in incoming customer emails are stored alongside the message and are accessible from the ticket view in your dashboard. You can view and download them without leaving Egentify.