Skip to main content

​
Overview

To receive customer emails in HaloAgents, you forward emails from your existing support address (e.g., [email protected]) to your HaloAgents inbound address. Every forwarded email automatically creates a ticket in your inbox.

​
Step 1: Find your inbound address

  1. Go to Settings > Emails > Domains & Addresses
  2. Your inbound address is shown at the top of the page, e.g., [email protected]
  3. Click the copy button to copy it to your clipboard
Your inbound address is unique to your workspace. All emails sent to this address will create tickets in your HaloAgents inbox.

​
Step 2: Set up forwarding

Choose your email provider below and follow the instructions to forward emails to your HaloAgents inbound address.

​
Gmail (Personal)

  1. Open Gmail and click the gear icon > See all settings
  2. Go to the Forwarding and POP/IMAP tab
  3. Click Add a forwarding address
  4. Enter your HaloAgents inbound address (e.g., [email protected])
  5. Gmail will send a verification email — check your HaloAgents tickets inbox and click the confirmation link
  6. Once verified, select Forward a copy of incoming mail to and choose your HaloAgents address
  7. Click Save Changes

​
Google Workspace (Admin routing)

For organization-wide forwarding (recommended for teams):
  1. Sign in to the Google Admin console
  2. Go to Apps > Google Workspace > Gmail > Routing
  3. Click Add another rule under “Routing”
  4. Set the rule:
    • Emails to affect: Inbound
    • Route: Modify message > Add more recipients
    • Add your HaloAgents inbound address
    • Check Add X-Gm-Original-To header (helps with customer detection)
  5. Click Save
With Google Workspace routing, the original email still arrives in your Gmail inbox and a copy goes to HaloAgents. This is useful during the transition period.

​
Step 3: Test the setup

  1. Send a test email from a personal email account to your support address (e.g., [email protected])
  2. Wait a few seconds for the forwarding to process
  3. Check your HaloAgents Tickets inbox — you should see a new ticket with the email content
  4. Reply to the ticket — the customer should receive your reply as a threaded email

​
How replies work

When you reply to an email ticket in HaloAgents:
  • The reply is sent from your configured From address (either the shared haloagents-mail.com or your custom domain)
  • The Reply-To header routes through haloagents-mail.com so the customer’s reply comes back to HaloAgents
  • Email threading headers (In-Reply-To, References) ensure the conversation stays in one thread in the customer’s email client

​
Troubleshooting

  • Verify forwarding is set up correctly by checking your email provider’s settings
  • Make sure Auto-create tickets from emails is enabled in Settings > Emails > Email Settings
  • Check that the sender’s address isn’t in your Ignored addresses list
  • Try sending directly to your HaloAgents inbound address to rule out forwarding issues
  • Make sure the customer is replying to the email (not composing a new one)
  • Check that the Reply-To header is present in the original email
  • Verify your Mailgun webhook is configured correctly
  • This can happen if the forwarded email loses the threading headers
  • Enable Detect forwarded customers in Email Settings to help with this
  • Consider using Google Workspace routing instead of simple forwarding for better header preservation