Two ways, one result
In Miko every email becomes a conversation and lands in the same inbox as web chat and WhatsApp. Your customers keep writing to the address they know. Settings › Channels › Email offers two ways to connect it; pick whichever suits you.
Way 1: Forwarding
This is the quickest. Miko gives your workspace an inbox address, and you forward your support address's mail to it.
- Copy your workspace's inbox address from Settings › Channels › Email.
- In your mail provider (Gmail, Outlook or your hosting panel), forward your support address to it. The screen shows step-by-step forwarding guides for the common providers.
- Send yourself a test email; when it appears in the inbox as a conversation, forwarding works.
Way 2: Connecting the mailbox over IMAP and SMTP
If you can't set up forwarding, or want sent mail to leave from your own server, connect the mailbox itself: Gmail, Outlook or your own mail server. Miko reads new email and sends replies through the same mailbox.
Replies from your own domain
If you connected by forwarding, add the DKIM and return-path records from the Domains and addresses section to your DNS, so replies leave your domain trusted. The screen checks the records for you and shows which one is missing.
A DMARC record tells mail providers what to do with unsigned mail. If you don't have one yet, starting in monitoring mode (p=none) is a common and safe first step.
DNS changes can take from a few minutes to a few hours to spread; the screen checks the records again.
Once it's connected
- Topics and assignment rules apply to email too: billing questions go to accounts, returns to the returns team.
- Miko AI can answer email from your knowledge base as well; you turn it on for email separately. When it isn't sure, the conversation stays with your team.
- Cue drafts a reply for your agent from the same knowledge; the agent edits it and sends.