Email: connect any mailbox

An email account brings a mailbox into the inbox: every email becomes a conversation, and your answer goes back by email in the same thread. There are three ways to connect; the Connect email window picks the one that works for your provider.

Who can add a mailbox

Owners and admins, and anyone who may answer the inbox. A mailbox an agent adds with their own password is theirs: other agents do not see its mail (owners and admins do). See Give an agent their own mailbox.

Step by step

1. Set up → Accounts → click Email under Connect an account, or + Connect another on the Email card. (An agent with no accounts yet sees Add my mailbox.)
2. In Connect email, type the address your customers write to, for example support@yourcompany.com, and click Continue.
3. OmniBrand looks up the domain and shows Provider: with its name (Microsoft 365 / Outlook, Gmail, Google Workspace, Zoho Mail, Yahoo Mail, iCloud Mail, Yandex Mail, Your mail host, or Unknown provider), and the methods that work there. The best one is marked recommended.
4. Pick a method and follow its article:

• Sign in with Microsoft - Microsoft 365 and Outlook mailboxes, including shared mailboxes. Microsoft 365 mailboxes
• Password or app password - Gmail, Google Workspace, Zoho, Yahoo, iCloud, Yandex and any mail host with IMAP. Gmail and IMAP mailboxes
• Forwarding - works with any provider that can forward mail; also the only way to send newsletters. Email forwarding

Microsoft 365 addresses are offered Sign in with Microsoft and Forwarding only (Microsoft has switched off password sign-in over IMAP). Every other provider is offered Password or app password and Forwarding.

How your replies are sent (Reply-To)

• Microsoft 365 and IMAP: the reply is sent by your own mailbox, from your address, as a reply in the customer's thread. The customer answers your mailbox as usual, and OmniBrand picks the answer up into the same conversation.
• Forwarding: the reply is sent by OmniBrand's mail service under your Sender name, with Reply-To set to the account's private forwarding address, so the customer's answer comes straight back into the same conversation.
• Incoming mail from website contact forms and booking systems often comes from a no-reply address with the real customer in Reply-To. OmniBrand treats the Reply-To person as the customer, so each form submission is its own conversation and your answer goes to the person, not the form robot. This applies when the sender is plainly a robot (a no-reply, forms, WordPress or bookings address, or a form service) or when sender and Reply-To share one domain; from anyone else the mail stays in the sender's own conversation, so nobody can write into another customer's thread by naming them in Reply-To.
• Changing the subject when you reply starts a new email thread rather than continuing the old one.

Good to know

• New mail is checked every minute (forwarded mail arrives as soon as it is forwarded).
• Each account can have a Signature, added under every reply.
• One address = one account. Connect each shared or personal mailbox separately.