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Email Forwarding

Route emails sent to your existing company address into Yaplet automatically, while letting agents reply from that same branded address.

The Scenario

Your team already uses [email protected] — it's on your website, in email signatures, everywhere customers know to reach you. You don't want to ask anyone to use a new address. You want every email sent to that address to appear in Yaplet automatically, and you want agents to reply as [email protected], not from an unfamiliar yaplet.io address.

Here's how the full flow works:

Customer emails you

A visitor sends a message to [email protected] as they normally would — no changes on their end.

Forwarding sends it to Yaplet

Your email provider automatically forwards the incoming message to a dedicated yaplet.io address you control.

Yaplet creates a chat

Yaplet receives the forwarded email and opens a new conversation in your inbox, with the original sender as the visitor.

Agents reply from your domain

When an agent responds, Yaplet sends the email from [email protected] via your verified custom domain — not from a yaplet.io address.

This setup requires two things on the Yaplet side: a yaplet.io catch address to receive forwarded emails, and a verified custom domain so agents can send from your branded address.

Yaplet Setup

Complete these three steps in your Yaplet settings before configuring forwarding on your email provider.

Create a yaplet.io catch address

This is the address your email provider will forward incoming mail to. It acts as the private "inbox pipe" between your existing email and Yaplet.

  1. Go to Settings > Emailing — the Yaplet.io Emails tab is open by default
  2. Click Add email
  3. Enter a prefix — for example, support-company creates [email protected]
  4. Select the widget where forwarded emails should appear
  5. Click Add
Pick a descriptive prefix that makes it obvious what this address is for — you'll reference it when configuring forwarding on your email provider. You can use the format [purpose]-[company], like support-acme or help-widgetco.

Verify your custom domain

To send replies from [email protected], Yaplet needs to verify that you own company.com. Follow the Custom Email Domains guide to add your domain and configure the required DNS records (DKIM, SPF, DMARC, and MX).

The MX record in the custom domain setup points inbound email to Yaplet directly. If you plan to keep your existing email provider active (Google Workspace, Microsoft 365, etc.) for other mailboxes on the same domain, make sure you understand what adding a second MX record means — or use a subdomain like mail.company.com for the Yaplet MX. When using email forwarding, the MX record is only needed for Yaplet to receive replies; the forwarding from your provider handles the main inbound flow.

Create your branded email address

Once the domain is verified:

  1. Stay on Settings > Emailing > Domains tab
  2. Select your verified domain from the dropdown
  3. Click Add email
  4. Enter the prefix that matches your existing address — for example, support to create [email protected]
  5. Select the same widget you chose for the catch address
  6. Click Add

Agents can now select [email protected] as the sender when composing replies from within Yaplet.

Now configure your email provider to forward incoming emails from [email protected] to your new [email protected] catch address.

Set Up Forwarding on Your Email Provider

Google Workspace (formerly G Suite) lets you set up automatic forwarding from the Gmail web interface.

Open the account you want to forward from

Sign in to Gmail as the user (e.g., [email protected]), or ask your Google Workspace admin to do it from the Admin Console.

Go to Settings

Click the gear icon (top right) → See all settings → Forwarding and POP/IMAP tab.

Add a forwarding address

Click Add a forwarding address and enter your yaplet.io catch address (e.g., [email protected]).

Confirm the forwarding address

Yaplet will receive a verification email at the yaplet.io address. Open your Yaplet inbox — the verification chat will appear there. Click the confirmation link in the message to verify the address.

Enable forwarding

Back in Gmail settings, select Forward a copy of incoming mail to and choose your yaplet.io address. Choose what to do with the original copy in Gmail (keep, mark as read, or delete — usually "Keep Gmail's copy in the Inbox" is fine).

Save changes

Click Save Changes at the bottom of the page.

If you want all email to a shared alias (like a group address) forwarded, configure the forwarding rule from Google Admin Console → Apps → Google Workspace → Gmail → Routing, using a routing rule that redirects to your yaplet.io address.

Testing the Setup

Once forwarding is configured, send a test email from an external mailbox (not your company email — use a personal address) to [email protected]. Within a few seconds:

  1. A new chat should appear in your Yaplet inbox, with the external email address as the visitor
  2. The chat should have an Email badge
  3. Replying from Yaplet should send the email from [email protected]
If the test email doesn't appear in Yaplet, check that your yaplet.io catch address is correctly entered in the forwarding rule (no typos), and confirm the address is active in Settings > Emailing.
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