Configure shared email and forwarding

Two paths make one shared inbox

Open Settings → Shared email. Receiving and sending are configured separately:

• Receiving forwards messages from the business mailbox to a WRKZY-generated forwarding address.
• Sending uses Microsoft, Google, SMTP, or the displayed WRKZY fallback when available.

A green sending state does not prove forwarding works, and an active forwarding path does not prove replies use the intended address.

Add the shared inbox

1. Select Add shared inbox.
2. Enter the real business address, a clear display name, and a purpose such as sales, support, or billing.
3. Save and expand the inbox details.
4. Under Receiving, copy the generated forwarding address.
5. In the mailbox provider, create a forwarding rule from the business address to that generated address. Complete any provider verification.
6. Send a safe inbound test from an external address and confirm a new message appears in WRKZY.

Do not create another WRKZY connection to fix a forwarding rule; duplicates make ownership and thread history harder to reason about.

Configure outbound sending

1. Select Connect sending or Manage sending.
2. Choose Microsoft or Google OAuth when available, or enter the required SMTP host, port, username, password, and SSL setting.
3. Enter a safe recipient and send the provider test email.
4. Confirm the inbox row says it can reply and shows the intended provider.
5. Send a reply from a test conversation and confirm the visible From address and delivery outcome.
6. Decide whether open and click tracking is appropriate, then set the row switch.

The fallback address is an operational bridge, not proof that direct sending from the business address is configured.

History synchronization

Use the history start date and synchronization controls only after the live connection is healthy. Choose the narrowest useful date range. Check the result before expanding; large history imports can create unexpected volume and duplicate-looking threads if provider state was already ingested elsewhere.

Verify ownership and routing

After connection, link the shared email channel to the correct team inbox in Settings → Team inboxes. Test routing there so an inbound message reaches the intended queue and assignment policy.

Recovery

For inbound failure, inspect the provider forwarding rule, generated destination, verification status, and WRKZY receiving status. For outbound failure, inspect the selected provider, test result, authentication error, and Message delivery. Do not paste SMTP passwords or OAuth tokens into support. Provide inbox ID/address, provider type, direction, approximate time, test recipient domain, and redacted error.