Email is the highest-volume support channel for most businesses — and the one your customers already use. Connect it and your agent gets its own address (like support@acme.owlish.bot); forward your existing support inbox to it and the agent answers incoming email automatically, grounded in the same knowledge it uses everywhere else.
Email is available on Growth and above.
How it works
You don’t move your mailbox or change your MX records. You keep your existing support@yourcompany.com inbox and set up auto-forwarding to the address Owlish gives your agent. When a customer emails you, a copy reaches the agent, it composes a reply, and the reply is sent back to the customer from your agent’s address — threaded onto the original conversation so it lands in the same email thread.
Connect
On the agent’s page, go to Channels → Email → Create address.
- Pick your address. We suggest one based on your workspace name — e.g.
support@acme.owlish.bot. You can change the name; it has to be unique and can’t be changed once it’s set up. - Set the sender name (shown in your customers’ inboxes) and, optionally, a signature and an AI-disclosure line.
- We provision and verify the address automatically. This usually takes a minute or two — no DNS work on your side.
Set up forwarding
Once the address is verified, forward your support inbox to it:
- Gmail / Google Workspace — Settings → See all settings → Forwarding and POP/IMAP → Add a forwarding address → paste your agent’s address. Google sends a confirmation email; Owlish detects it and surfaces the confirmation code right in the channel panel, so you can finish the setup without leaving the console.
- Microsoft 365 / Outlook — Rules → Add a rule → Redirect to → your agent’s address.
That’s it. New emails to your support inbox now reach the agent.
What the agent does — and doesn’t
- It replies to genuine customer emails, threading its answer onto the original message.
- It ignores auto-responders, out-of-office replies, mailing-list and bulk mail, and anything that fails sender authentication — so it never gets into a reply loop or answers a newsletter.
- It answers from your knowledge base with the same brand, tone, and citation settings as your other channels.
Send from your own domain
By default replies come from your @…owlish.bot address. To send as your own brand — support@yourcompany.com — open the connected email channel and use Use your own domain:
- Enter your domain (e.g.
acme.com). - We show you a small set of DNS records to add to your DNS provider.
- Once your DNS propagates, we verify automatically and flip your replies to send from your address. Your Owlish address keeps receiving for a grace period so in-flight conversations aren’t interrupted.
Delivery health
The channel panel shows recent bounces and complaints so you can spot a deliverability problem early. Each agent gets its own sending reputation, so one busy inbox never affects another.
Disconnecting
Channels → Email → Disconnect stops the agent answering and releases the address. Conversation history in Owlish is preserved (visible in the Helpdesk inbox) but no new email flows.
Next steps
- Human handoff so an email conversation can pull in a human operator when the agent can’t help.
- Web widget to answer on your website too — the same agent, everywhere.