The SupportGenix app provides a default mailbox upon installation, which is essential for its operation. You can also create additional mailboxes as needed. Each mailbox has an email address designated for sending notifications to your customers.

By default, SupportGenix sends notifications and creates tickets & replies using the automatically provided email address for your mailbox. However, you have the flexibility to add and use your connected email address for better control over your customer communication.

These steps will allow you to add connected email address and activate by forwarding, providing greater control over your customer communication.

Follow these steps to add a connected email address and activate email forwarding:

1. In your Shopify admin, navigate to SupportGenix > Settings > Mailbox.
2. Select your preferred mailbox (typically, Mailbox 1 is the default).
3. Click on Action to open the dropdown menu and choose Edit.
4. Locate the Connected Email Address field and click the plus icon.
5. Enter your email address into the New Connected Email Address field.
6. Click the Update button.
7. Check your email inbox, you should receive a verification code to confirm ownership of the email address.
8. Enter the 6-digit verification code.
9. Click the Verify button.

Once you’ve added and verified your connected email address, the next step is to set up email forwarding. This ensures that emails sent to your connected address are seamlessly redirected to the provided mailbox address (e.g., [email protected]).

To forward emails from your connected email address to the provided mailbox address, follow these steps:

1. Access your connected email provider’s settings.
2. Configure email forwarding according to your provider’s instructions.
3. After completing the forwarding setup, return to your SupportGenix mailbox.
   

To ensure that your forwarding configuration is correct, follow these steps:

1. Click on the Verify Forwarding button in your SupportGenix mailbox.
2. Wait for 2 minutes for the verification process to complete.
3. Refresh the page to confirm the successful forwarding configuration.

Adding a connected email address to your SupportGenix mailbox enhances your customer support capabilities, enabling features like Email to Ticket. This streamlines communication and adds a professional touch to your brand’s support system.