Why bring Email into a shared inbox
A shared mailbox where everyone reads everything leads to double replies and forgotten threads. In a team inbox each email has an owner, private notes replace internal forwarding, and the customer's earlier chats sit next to their email — so the answer takes the whole story into account.
How Email works in Frosvo
Your address, your domain
Replies are sent through your SMTP server from your support address. Set up SPF, DKIM and DMARC for the domain so they reach the inbox.
Threaded conversations
Replies keep the email thread intact, so the customer's mail program shows one conversation.
Link senders to contacts
Optionally match incoming email to an existing contact with the same address, joining their chat and email history.
Long answers
Up to 8,000 characters per reply, for detailed instructions.
Marketplace messages
Amazon buyer messages arrive by email too; see the Amazon page for how to set that up.
Connect Email in a few steps
In the desk: Channels → add Email. Credentials are stored encrypted and never shown again in full.
- Choose a support address and configure its SMTP credentials.
- Set up SPF, DKIM and DMARC for the sending domain.
- For incoming mail, add the mailbox's IMAP details (Gmail and Outlook need an app password), or route inbound mail through the authenticated email gateway.
- Press Test connection, verify SMTP and test a complete inbound/reply thread.
Replies on this channel can be up to 8,000 characters.
One inbox for every conversation
Email is one of 13 channels that share the same inbox as your website chat. Website visitors can be answered first by the AI assistant, which hands over to your team with the reason. Messages from Email go straight to the team, who work them with assignment, private notes and saved replies in the shared inbox, and see every earlier conversation on the contact’s profile.
Questions about Email
Do I have to change my support address?
No. Keep the address customers already use: Frosvo reads its new mail over IMAP, or you route incoming mail through the authenticated email gateway.
Which email provider do I need?
Any provider that gives you IMAP and SMTP access, such as Gmail, Outlook or your web host (Gmail and Outlook need an app password). Frosvo imports only mail that arrives after you connect, and leaves it in the mailbox unless you ask it to mark it read or move it.
Can I use more than one support address?
Yes. Connect each address as its own email channel, linked to the website or brand it belongs to.