Connect your support email

Every ContactRoll organization has its own support email address. Every email sent to it opens a case in your queue, and the replies your team sends from ContactRoll come from that address, with your organization's name beside it.

Find your address

Open Settings, then Support email. Every member can open this page. It shows:

• your organization's own address, with Copy;
• whether email has arrived yet. Before the first email it says "No email has arrived at this address yet." Afterwards it says "Email is arriving here" and when the latest one came in;
• how to forward the support address your team already uses.

Forward the address you already have

Most teams already have an address their customers know, such as support@example.com. Keep it, and forward it to your ContactRoll address. The Support email page has steps, with a link to each provider's own instructions, for:

• Gmail and Google Workspace;
• Microsoft 365 and Outlook;
• any other email provider.

A few things to know as you set it up:

• Gmail, Yahoo Mail and Cloudflare Email Routing first send a confirmation email to the forwarding address. It doesn't open a case: the Support email page shows "Your email provider asked to confirm forwarding", with a Confirm forwarding button that opens the provider's own page, and the code where the provider gave one. The Owner and Administrators see it. Microsoft 365, Outlook and iCloud Mail send no confirmation email.
• Microsoft 365 organizations set up since 2021 have forwarding to outside addresses switched off until an administrator switches it on. A blocked forward goes back to its sender with "5.7.520 Access denied". Ask your Microsoft 365 administrator to allow it.

Check that it works

Send an email to your team's support address from another account. Within a minute it opens a case in your queue, and the Support email page says when it arrived. That also ticks Connect your support email on the Getting started card.

Who hears about new cases

When an email opens a new case, ContactRoll emails the members whose role can see it and who have Email me when a customer writes in switched on. Each member sets this for themselves on Settings.

Replying

Replies are written on the case. When Email this to the customer's address is ticked, ContactRoll sends the reply by email from your organization's address. Customers see your organization's name beside it.