Learn how to connect and configure an Email inbox in Chatwik using Standard Email (IMAP/SMTP/Forwarding) or Microsoft OAuth.
You can manage your customer support and ticketing emails directly from Chatwik by setting up an Email inbox. Chatwik supports standard email providers (via Forwarding, IMAP, and SMTP) as well as direct OAuth integration for Microsoft Outlook/Office 365 accounts.
Overview of Email Setup Methods
Chatwik provides two primary ways to manage email channels:
- Standard Email Channel – Connect any email host (e.g., custom domains, Gmail, Yahoo, Fastmail) using Email Forwarding, IMAP for inbound sync, and SMTP for outbound sending.
- Microsoft Email Channel – Connect Outlook, Office 365, or Microsoft Exchange accounts using OAuth authentication without needing manual IMAP/SMTP server configuration.
How to Create a Standard Email Inbox in Chatwik?
Follow the steps below to create a standard email channel:
Go to Inbox Settings
Navigate to Settings → Inboxes → click Add Inbox.
Select Email Channel
Click on the Email icon from the available channels list.
Channel Details
Enter your Channel Name (e.g., Customer Support) and your Support Email Address, then click Create Email Channel.
Add Agents
Assign team members to your email inbox so they can view and respond to incoming emails.
After creating your inbox, navigate to Settings → Inboxes → select your Email inbox → open the Configuration tab to finish setting up Forwarding, IMAP, or SMTP.
Configuring Email Inbound & Outbound Settings
How to Forward Emails to Chatwik
Email forwarding allows incoming customer emails to automatically create conversations in Chatwik without storing server credentials.
- Go to Settings → Inboxes → select your Email inbox → open the Configuration tab.
- Copy the Forward to email address generated by Chatwik.
- Log into your email provider (e.g., Gmail, Outlook, or custom host) and add the copied address as a forwarding rule.
- Send a test email to your support address to verify that a new conversation appears in Chatwik.
How to Configure IMAP for Inbound Sync
IMAP directly connects Chatwik to your email mailbox to sync unread incoming customer emails.
- Go to Settings → Inboxes → select your Email inbox → open the Configuration tab.
- Check the box Enable IMAP configuration for this inbox.
- Enter your IMAP server details:
- Address: Your provider's IMAP host (e.g.,
imap.gmail.com) - Port: Usually
993(SSL/TLS) - Email: Your full support email address
- Password: Account password or provider App Password
- Address: Your provider's IMAP host (e.g.,
- Click Update to save configuration.
- Test by sending a new mail to your support address and verifying inbox synchronization.
How to Configure SMTP for Outbound Sending
SMTP allows Chatwik to send email replies directly through your domain's email server so recipients see replies coming from your address.
- Go to Settings → Inboxes → select your Email inbox → open the Configuration tab.
- Check the box Enable SMTP configuration for this inbox.
- Enter your SMTP server details:
- Address: Your provider's SMTP host (e.g.,
smtp.gmail.com) - Port: Usually
587(STARTTLS) or465(SSL) - Email: Your full support email address
- Password: Account password or provider App Password
- Domain: Your email domain (e.g.,
example.com)
- Address: Your provider's SMTP host (e.g.,
- Click Update SMTP Settings.
- Open an existing conversation in Chatwik, send a reply, and verify successful email delivery to the customer.
Special Instructions for Gmail Users
How to Enable IMAP in Gmail
- Open your Gmail inbox → click the Gear (Settings) icon in top right → select See all settings.
- Navigate to the Forwarding and POP/IMAP tab.
- Select Enable IMAP under the IMAP access section.
- Click Save Changes at the bottom.
How to Generate an App Password for Gmail
If your Google Account has 2-Step Verification enabled or is managed by an organization, you must generate an App Password instead of using your primary password for IMAP/SMTP:
- Open Google Account Security.
- Under Signing in to Google, select 2-Step Verification → scroll down to App passwords.
- Select Mail as the app, choose your device, and click Generate.
- Copy the generated 16-character password and use it in Chatwik's IMAP/SMTP password fields.
For legacy accounts without 2FA, you must enable Less Secure App Access in Google Account Security settings.
How to Set Up Email Forwarding in Gmail
- Open Gmail → Settings → See all settings → Forwarding and POP/IMAP tab.
- Click Add a forwarding address.
- Paste your Chatwik Forward to email address and click Next → Proceed.
- Open your Chatwik Email inbox to retrieve the Gmail verification code.
- Paste the verification code in Gmail and click Verify.
- Select Forward a copy of incoming mail to [Chatwik address] and click Save Changes.
How to Create a Microsoft Email Channel?
Connecting Outlook, Office 365, or Microsoft Exchange accounts is simplified via Microsoft OAuth integration.
Go to Inbox Settings
Navigate to Settings → Inboxes → click Add Inbox.
Select Email Channel
Click on the Email icon.
Choose Microsoft Provider
Select Microsoft as the email provider.
Authenticate Microsoft Account
Sign in with your Microsoft/Outlook support credentials when prompted by the Microsoft authentication window.
Grant Permissions
Click Yes / Accept to allow Chatwik to read, send, and manage email on behalf of your inbox.
Add Agents
Assign team members to your Microsoft email inbox.
Microsoft OAuth automatically handles default IMAP/SMTP server settings. You do not need to configure server hostnames or ports manually. If access tokens expire in the future, simply click Reauthorize in the Configuration tab.
Additional Inbox Settings
To customize your Email channel settings, go to Settings → Inboxes and click the gear icon next to your Email inbox.
General Settings
- Enable Channel Greeting: Sends an automated welcoming reply when a new email thread is opened.
- Enable CSAT: Automatically sends a Customer Satisfaction survey link when an email ticket is resolved.
- Sender Name & Signature: Configure custom agent signatures and brand display names for outbound email replies.
Managing Collaborators
- Open the Collaborators tab.
- Add or remove agents assigned to this Email inbox.
- Enable or disable Automatic Assignment of new incoming emails to assigned team members.
- Click Update to save changes.
Business Availability
- Open the Business Hours tab.
- Check Enable business availability for this inbox to specify operating hours.
- Customise the Unavailability Message sent to customers emailing outside business hours.
Wik AI Note
When Wik AI is enabled on an inbox, the unavailability message is automatically suppressed. Wik AI handles customer inquiries directly outside business hours unless handed off to a human agent.
- Set working hours for each day of the week and select your time zone.
- Click Update Business Hour Setting.