Connect an email channel when your team wants to handle customer emails alongside website chats.
1. Open Workspace → Channels.
2. In Email, choose Set up email and follow the connection steps shown for your mailbox.
3. Review the reply identity and send a test email from an outside address.
4. Check Inbox → Email for the test message. Open it and confirm the conversation history is visible before your team starts using the channel.
If the test does not appear, return to Channels and check whether Email shows as connected. Also check the mailbox and any forwarding or connection steps required by your email provider. If setup is incomplete, customers should keep using your existing email address until a test arrives successfully.