The CS Specialist reads your support mailbox over IMAP and sends over SMTP. No forwarding rules, no separate inbox product — it works against the mailbox you already have. Setup differs slightly between Google Workspace and Microsoft 365.
Google Workspace
- 1Confirm IMAP is enabled for the mailbox (Gmail settings → Forwarding and POP/IMAP).
- 2Authenticate with OAuth if your Workspace admin allows it, or generate an app password (requires 2-step verification on the account). Regular account passwords will not work.
- 3In CS → Channels, add the mailbox: imap.gmail.com:993 for reading, smtp.gmail.com:587 for sending, with the OAuth grant or app password.
- 4Run the connection test. It checks both directions — folder listing over IMAP and a self-addressed send over SMTP.
Microsoft 365
- 1Check that IMAP and authenticated SMTP are enabled for the mailbox in the Microsoft 365 admin center — both are off by default on newer tenants.
- 2Add the mailbox in CS → Channels: outlook.office365.com:993 for IMAP, smtp.office365.com:587 for SMTP.
- 3Run the same two-direction connection test.
Folder sync and failure handling
You choose which folders sync. If a folder starts failing — permissions revoked, folder renamed, rate limit hit — sync for that folder auto-pauses rather than retrying forever, and you get an alert naming the folder and the error. The rest of the mailbox keeps syncing.
Critical email never waits on an agent
Critical-email forwarding is on from the start: anything classified as legal, copyright, press, or GDPR routes to a human immediately, before any drafting happens. These categories are not a judgment call the agent makes about tone — they're a hard route.
Before going live, test in the sandbox. It replays recent real threads through the full pipeline — classification, drafting, judging — without sending anything. Read the drafts it would have sent. Go live when they stop surprising you.