Email is one of the most used Customer Care channels in eCommerce, and that's why edrone's Inbox allows you and your agents to manage your store's email conversations without leaving your Workspace.
How to set up your Inbox
To begin, enter your Workspace and select INBOX from the main menu. When accessing this section for the first time, you will see this message:
Click on the GO TO SETTINGS button.
Step 1: Company name
Type in your store's name – without using any punctuation or special characters such as ä, ç, è. The edrone system will create a unique email address, which will be used for integrating the Inbox with your store's email address later on.
NOTE: This can't be changed later, so use real data and double-check to make sure there are no mistakes.
When you're ready, click on the CONFIRM AND CONTINUE button.
Step 2: Emails (optional)
Your unique email address will have been created by the edrone system, and that's the email address you need to automatically forward your emails to in order to manage them inside your Inbox.
NOTE: this email address will no be visible to your customers. It is only for integration purposes.
Integrating Inbox with email
If you wish to use your Inbox to manage email conversations – which we highly recommend –, click on the COPY button to copy it to your clipboard. Now you just need to set up automatic forwarding to this email address.
The automatic forwarding process will be different for each email service provider. See below a list of tutorials for the most popular ones: |
Click on the CONTINUE button for the final step in your Inbox settings.
Step 3: Agents (optional)
In this final step, you will be able to determine whether you'd like to assign all new messages to a specific agent. This step is optional, and you can change this setting at any time.
Step 4: Email account configuration
Now we will cover how to integrate your store's email address with edrone Inbox. We will use Gmail as an example, but the process will be similar in other email service providers.
NOTE: even if you don't use Gmail, we strongly suggest you read the step by step tutorial below and then check how to set up automatic forwarding on your email service provider.
Keep in mind that you will need to repeat this procedure for every email account you wish to integrate with the INBOX. We recommend doing this especially for accounts used as senders of transactional emails and newsletters.
How to set up automatic forwarding in Gmail
To begin, go to your Gmail account and click on ⚙️ > Settings.
Go to the "Forwarding and POP/IMAP" tab and click on the Add a forwarding address button.
Type in the email address generated by edrone's system on the previous step and click on the Next button.
Clique on the OK button and keep this tab open. We'll come back to it shortly.
On another tab, go to your Dashboard's INBOX. You should have received an email with a numeric confirmation code. Copy the confirmation code and go back to the Gmail tab.
On the "Forwarding and POP/IMAP" tab, go to the "Forwarding" section and paste the confirmation code.
Still on the "Forwarding" section, select "Forward a copy of incoming mail to [integration email address]" and "Keep Gmail's copy in the Inbox".
On the "IMAP Acess" section, select Enable IMAP.
Click on Save changes.
That's it! From now on, every email that arrives on your Gmail inbox will also appear in your edrone Inbox, and you can keep the conversation going from there.
Keep up the good work!
Need more help?
If you have any further questions about integrating your Inbox with an email, please do not hesitate to contact us at hello@edrone.me