Set up email forwarding

Before you start

You need access to the support mailbox and an administrator who can configure forwarding in your email provider. Neuric gives each inbox its own receiving address; your customers keep using your existing support address.

Email handling starts disabled: Neuric receives email for review but does not run the agent or send replies. Filtering starts in observation mode, recording decisions without moving email out of the inbox. Connection, agent behavior and filtering are separate settings.

1. Add your support inbox

1. Open Settings → Email → Addresses and choose Add address. Enter the address customers already use and a display name.
2. Choose Finish setup or Manage, then copy the address under Forward a copy to. Configure this exact forwarding destination with your email provider.
3. Keep Receive email enabled while setting up and testing. Configure each support address separately.

2. Forward from Google Workspace

1. Ask a Google Workspace administrator to open Apps → Google Workspace → Gmail → Routing and select the top-level organisational unit.
2. Under Email forwarding using recipient address map, configure a rule mapping your support address to the receiving address copied from Neuric. If a rule already exists for that address, update it instead of creating an overlapping rule.
3. Choose All incoming messages if both internal and external requests should reach Neuric. Enable delivery to the original destination so your team keeps its Gmail copy. Preserve the original recipient header for troubleshooting.
4. Save the rule. Changes can take up to 24 hours, though they usually apply sooner. Then complete verification in Desk.

2. Forward from Microsoft 365

1. Ask an Exchange administrator to open Recipients → Mailboxes in the Exchange admin centre and select the support mailbox.
2. Open the mailbox’s email forwarding settings, enable forwarding and choose an external destination. Paste the receiving address copied from Neuric.
3. Enable delivery to both the original mailbox and the forwarding destination, then save.
4. If your organisation blocks external forwarding, ask its administrator to allow it specifically for this support mailbox under the organisation’s policy. Then complete verification in Desk.

Using another email provider

Configure automatic forwarding for the support mailbox to Neuric’s receiving address, preserving the original sender and a copy in the original inbox. Ask your provider’s administrator for the equivalent setting.

If your provider sends a confirmation email to the receiving address, check Filtering → Needs attention in Settings → Email for its confirmation details. Only follow a confirmation link for the forwarding request you initiated. Provider confirmation and Neuric’s Verify step are separate.

3. Verify delivery

1. After forwarding is saved, choose Verify on the inbox card in Desk. Neuric sends a verification email to your original support address.
2. Your provider must automatically forward that email back to Neuric. The inbox becomes Verified when Neuric receives and validates it. Clicking Verify alone does not confirm delivery.
3. Refresh the Email page after the email arrives. If it remains Checking, confirm the original inbox received the email, check the forwarding destination and provider policy, and try Verify again after fixing the rule.
4. Send a realistic support request from a separate address to your original support address. Confirm that it stays in the original inbox and appears in Neuric. The verification email itself is not a customer conversation.

4. Review email filtering

Open Filtering → Recent decisions to inspect what the gate would filter. It only excludes clear spam, promotions and routine notifications. Incomplete requests, thanks, human messages delivered by forms and important operational notices are let through.

Start with Observe for the address. After reviewing real incoming email, choose Filter to keep unwanted messages outside the inbox. Filtered email is retained for recovery; an unavailable filter lets mail through.

5. Recover and review messages

Open Filtering → Filtered, select an email and choose Move to inbox to release it with its original attachments and threading. Needs attention contains forwarding setup messages and processing failures.

Recent decisions lets you mark the intended outcome: Let through or Filter. This saves feedback; it does not change the model automatically or move the email.

6. Go live

1. Open Agent and enable email handling when you are ready. Teammates can then reply from Desk.
2. Choose reply behavior per address: Team handles replies, Review drafts before sending, or Send replies automatically. Start with draft review. Neuric owns request understanding, missing details and procedures, and can decide no reply is needed.
3. Each email shows as a card: who sent it and to whom on top, the new text, and the quoted history folded behind three dots. Click the header for reply-to, cc, date and subject. Attachments the email carried but Neuric could not import are listed on the card. Replies are written in an email composer that shows the sender, the recipients (edit To and Cc per reply), your signature and the history that will be appended, with Send and close for one-shot answers.
4. Until you authenticate your domain, replies are sent from a Neuric address with your support address as Reply-To, so the customer’s answer reaches both your inbox and Neuric and stays in the same thread.

7. Send from your own address

Customers then see support@yourdomain.com in the From line, exactly as if a teammate had replied from the mailbox, and their answers thread in your inbox without a Reply-To. Email providers only allow this when the domain owner delegates signing to the sender, which means adding DNS records. No provider can skip that step.

1. Under Addresses → Send from your own address, choose Authenticate domain to see the DNS records supplied by the email provider.
2. Ask whoever manages your DNS to add the records exactly as shown, including their types, hosts and values. Follow the instructions from your DNS provider.
3. Choose Check records. When every record resolves the domain becomes Verified. Propagation can take up to 48 hours; check again later if it is still waiting.
4. Under Addresses, choose Manage and set Send replies from to your verified address. If DNS authentication later fails, replies fall back to the Neuric address.

Removing the domain in Desk returns every inbox on it to the Neuric address first, so nothing stops sending. Remove the DNS records afterwards if you no longer want them.

If something is missing

1. No verification email in the original inbox: check the address entered in Desk, spam and your provider’s delivery logs.
2. Original inbox received it but Desk still shows Checking: compare the exact forwarding destination, confirm the inbox is active and check whether external forwarding is blocked. Allow time for provider changes, then request a fresh verification email.
3. Verified but a message is missing: check Filtering → Filtered and Needs attention, then test with a realistic customer question.
4. Replies are disabled: open Agent and check Enable email handling and the reply behavior for the address. While handling is disabled, reply from your original mailbox.
5. Still stuck: ask Neuric for help and state your email provider, the step you reached and the status shown in Desk. Never share passwords, API keys or full customer emails just to explain a setup problem.