Forward email from Google Workspace

Summary

You keep your own address, such as support@yourcompany.com, and let Google Workspace deliver a copy of every message to KonversAI. The rule that does this is a routing rule in the Google Admin console. KonversAI receives the mail at the ingress address shown on the Email tab of the Entry-points screen in the KonversAI console. A routing rule keeps the address each customer wrote from, which is what lets KonversAI tell your customers apart.

Who can do this

Two roles, in two different products. A super admin in Google Workspace creates the routing rule in the Google Admin console. A Tenant Admin in KonversAI copies the ingress address and runs the forwarding test on the Email tab of the Entry-points screen. KonversAI answers Only tenant admins can modify email engagement configs. to anyone else.

Before you start

Set up the email channel in KonversAI first. You need an email configuration with an ingress address. The forwarding test sends a message from the current send-from address (the ingress address by default) and waits for your rule to return it. See Set up the email channel.

Add your own address under Receiving e-mail on the Email tab of the Entry-points screen in the KonversAI console. Only an address that is added and verified there accepts mail into your tenant.

Get super admin access to the Google Admin console. You cannot create a routing rule without it.

Steps

1. Select Settings in the left sidebar of the KonversAI console, then select Entry-points. Select the Email tab.
2. Open Receiving e-mail. Copy the ingress address with the copy button next to it. You paste this address into Google in step 6.
3. Open the Google Admin console at admin.google.com.
4. Select Apps → Google Workspace → Gmail → Routing.
5. Select Configure next to Routing, or Add another rule when rules already exist. Give the rule a description, such as Support to KonversAI.
6. Under Messages to affect, select Inbound. Under Also deliver to, select Add more recipients, select Add, and type the ingress address you copied in step 2.
7. Select Show options, then under Account types to affect make sure the rule covers the address customers write to, such as support@yourcompany.com. Select Save. Google can take up to 24 hours to apply a routing change, though it is usually much faster.
8. Return to the Email tab of the Entry-points screen in the KonversAI console. Select Test next to your own address under Receiving e-mail. KonversAI sends a test message to that address and waits for your routing rule to return it. The status changes to Verified when the message arrives.

FAQ

Why must the forwarding rule keep the sender address?

KonversAI reads the sender address of each inbound message to work out which customer wrote it. A rule that keeps the sender address gives every customer their own conversation history in KonversAI, and lets a reply go back to the person who wrote. A rule that replaces the sender address makes every message look like it came from one sender, so KonversAI cannot tell your customers apart and replies go to the wrong place. A routing rule in Google Workspace keeps the sender address.

Can I use a Google Group instead?

No. A Google Group is a mailing list, not a forwarder. It sends every message again under the group address, such as contact@yourcompany.com. Every conversation in KonversAI then shows the group as the customer instead of the person who wrote, and every reply goes back to the group rather than to the customer. Use a routing rule in the Google Admin console under Apps → Google Workspace → Gmail → Routing. KonversAI checks this when you run the forwarding test, and refuses to verify an address that reaches it through a group.

Can I forward from the mailbox instead of using a routing rule?

Yes. Open Gmail as the mailbox owner, select Settings → See all settings → Forwarding and POP/IMAP, then Add a forwarding address, and type the ingress address shown under Receiving e-mail on the Email tab of the Entry-points screen in the KonversAI console. Google mails a confirmation code to that address. The code arrives in KonversAI as a conversation: select Conversations in the left sidebar of the KonversAI console, select Email, open the message, and read the code. Type the code back into Gmail to finish. Mailbox forwarding keeps the sender address, same as a routing rule.

Every email conversation shows the same sender. What went wrong?

Your rule replaces the sender address instead of keeping it, which is what a Google Group does. Every message reaches KonversAI under the group address, so KonversAI reads the group as the customer. Replace the group with a routing rule in the Google Admin console, under Apps → Google Workspace → Gmail → Routing, using Also deliver to and Add more recipients. Then select Test again next to your address under Receiving e-mail on the Email tab of the Entry-points screen in the KonversAI console.

The forwarding test does not complete. What is wrong?

KonversAI shows Forwarding test did not complete in time. Check forwarding rules and try again. when the test message does not come back within two minutes. Check that your routing rule sends to the exact ingress address shown under Receiving e-mail on the Email tab of the Entry-points screen in the KonversAI console. Check that the rule covers the address you are testing. A routing change in Google Workspace can take up to 24 hours to apply. A test expires after 30 minutes, and the status becomes Expired, with the message The forwarding test never arrived back at KonversAI. Check that forwarding from this address is switched on and does not filter mail from us, then run the test again. Select Test again after you correct the rule.

KonversAI shows Your forwarding rule changes the sender address. KonversAI cannot tell your customers apart. Use a routing rule instead of a group or mailing list. when the test message comes back under a different address. A Google Group causes this. Change to a routing rule, then select Test again.