Forward your support email to Prativani

Your mail provider sends Prativani a copy of every email to your support address, such as [email protected]. Each one becomes a conversation in your inbox. Your mailbox stays exactly as it is.

Any address works, including Gmail, Outlook and Yahoo addresses. Replies go out from a Prativani address until you send from your own domain.

Before you start

Every planNeeds: Email: Write

• You can change the forwarding settings of the mailbox, or someone who manages your email is helping you.

1. Add your address

1. Go to Settings›Channels›Email.

2. Click Get started, or Add address if you already have one.

3. Type the Email address customers write to. Add a Display name, such as “Acme Support”, if you want one on outgoing mail.

4. Click Add address.

   You should see the forwarding steps for your new address.

5. On Copy your forwarding address, click Copy. The address looks like f-…@in.prativani.com. Keep it to your team.

6. Choose your provider’s tab: Gmail, Google Workspace, Microsoft 365 or Other.

2. Forward from your provider

The page shows the exact steps for each provider. In short:

Gmail

1. In Gmail on the web, open Settings, then See all settings, then Forwarding and POP/IMAP.
2. Click Add a forwarding address, paste the forwarding address, and confirm.
3. Back in Prativani, click I’ve done this. Google sends a confirmation code to the forwarding address, and Prativani shows it to you within a minute.
4. Paste the code into Gmail and click Verify, or click Confirm in Gmail if Prativani shows a link.
5. Create a Gmail filter: in To, type your support address. Tick Forward it to with the forwarding address, and tick Never send it to Spam.

Leave Gmail’s main forwarding switch on “Disable forwarding”. The filter does the forwarding, and forwards only your support mail.

Google Workspace

An administrator adds a routing rule in the Google Admin console. It should affect inbound mail to your support address only, and also deliver it to the forwarding address. Google can take up to 24 hours to apply a rule.

You can also follow the Gmail tab from the mailbox itself, if your administrator allows automatic forwarding.

Microsoft 365

Ask your administrator first

Microsoft 365 blocks forwarding outside your organization unless an administrator allows it. The rule saves, but every forwarded email bounces back to the customer with “5.7.520 Access denied”.

1. An administrator turns on automatic forwarding in the Microsoft Defender portal’s outbound anti-spam policy.
2. In Outlook on the web, open Settings, then Mail, then Forwarding.
3. Turn on Enable forwarding and paste the forwarding address.
4. Tick Keep a copy of forwarded messages, then Save.

Other

1. In your provider’s settings, find automatic forwarding. It may be called redirect, delivery or mail rules.
2. Forward incoming mail to the forwarding address, and keep a copy in your mailbox.
3. If your provider sends a confirmation code or link to the forwarding address, it arrives under Held mail on the Email page.
4. If the rule offers a “never mark as spam” option, turn it on.

3. Check it works

1. Back in Prativani, go to the Check it works step and click Send test email.

   Prativani emails your support address. The email can only come back through your new forwarding rule.

   You should see ”Forwarding is working”, usually within a minute.

2. Click Done.

Mail sent to your address now becomes a conversation in your inbox.

What happens next

• Choose which AI agent answers email conversations.
• Send email from your own domain, so replies come from your own address.
• Emails up to 25 MB arrive, attachments included. Larger ones are held. See Review held mail and block senders.

Common problems

The test email never arrives

Only mail that arrives after you set the rule is forwarded, so click Send another test. Check that the rule forwards to the exact forwarding address, and that your provider didn’t file the test as spam. On Microsoft 365, check that your administrator allowed forwarding.

Someone outside the team has the forwarding address

Open the address’s More actions menu and choose Regenerate forwarding address. The old address stops working, so update your forwarding rule with the new one and send the test again.

I want to stop receiving at an address

Choose Pause receiving from its More actions menu. To remove an address, choose Remove address. An address with conversations can’t be removed; pause it instead.