Connect and set up your mailbox in Conversations

With the Chat Free plan, you can connect only one mailbox. To access more features and connect more than one mailbox, upgrade to Chat Pro plan.

Connect your mailbox to Conversations to manage all your conversations in one place: chat, social (Facebook Messenger, Instagram Direct, WhatsApp), and emails. With the email integration, you can reply to your clients' emails directly from Conversations with the same functionalities as in your email provider interface such as email signature, forward emails, and add recipients and files ...

You can connect a Google, Microsoft, or another email provider mailbox to Conversations!

Before you start

To connect your mailbox to Conversation, read the general specifications that apply to Google, Microsoft, and other providers. If your email provider is different than Google or Microsoft, check as well the Other provider specifications:

General specifications Other provider specifications
  • Conversations is not an email provider. To connect your mailbox to Conversations, you need a Google (gmail.com), Microsoft (outlook.com), or another email provider mailbox. 
  • Connect to your mailbox from Google, Microsoft, or your email provider. 
  • Only sent and received messages are synchronized with Conversations. Actions performed in Conversations such as deleting or archiving an email, or blocking a contact will not be reflected in your mailbox. We recommend that you perform those actions in your email provider interface.

Good to know

Receive your email notifications directly on your phone thanks to the Conversations app! To learn more, check our dedicated article Discover the Conversations mobile app.

🚰 Part 1: Select your email provider and filter for incoming emails

To receive your emails in Conversations, you first need to choose the email provider you use for the email address you want to connect and choose which emails you want to receive in Conversations:

  1. Go to Conversations > Settings > Email and click Connect a mailbox.
  2. Select the tile corresponding to your email provider: Google, Microsoft, or Other provider.
    conversations_choose-provider_EN-US.png 
  3. Click Continue
  4. Depending on your email provider, you can choose between different filtering options to only display the emails you want in Conversations:
    Google Microsoft Other provider
    conversations_google-filtering_EN-US.png
    📧 All emails
    You will receive in Conversations all the emails sent to the connected inbox.
    Emails received from new contacts will automatically create and add these contacts to a separate Brevo contact list without subscribing them to your marketing communications. Mass mailing emails will be automatically discarded from your Conversations. This mass mailing filter can be edited later in the mailbox settings.
    🗃️ Only emails from Brevo contacts
    You will receive in Conversations only the emails sent from contacts stored in your Brevo account. You can still access emails from other contacts directly in your email provider interface.
    💌 Only emails from selected categories
    You will receive in Conversations only the emails from the Google categories you have selected such as Primary or Promotions. If you choose this option, select from the list the categorie(s) from which you want to receive your emails in Conversations. 
    Emails received from new contacts will automatically create and add these contacts to a separate Brevo contact list without subscribing them to your marketing communications. You can still access emails from other contacts directly in your email provider interface.
  5. Click Connect to start the mailbox connection process ⬇️.

🔌 Part 2: Connect your mailbox to Conversations

Depending on the email provider you chose above, the procedure differs:

Google Microsoft Other provider

conversations_gmail-tile_EN-US.png

  1. After clicking Connect, you are redirected to the Google single sign-on. 
  2. Choose the Google account you want to connect to Conversations. 
    conversations-emails_choose-account_En-US.png
  3. Allow Brevo to access your Google account. 
    conversations-email_allow-sib-google_EN-US.png

Congratulations! 🎉 Your mailbox is now connected to Conversations. You can find your connected mailboxes and set up their settings in Settings > Email

conversations_emails-connected-accounts_EN-US.png

⚙️ Part 3: Set up your mailbox settings

Emails can require extra customization such as email signatures or filters. Each of your connected mailboxes has its own settings that need to be set up separately. 

To edit your mailbox settings, go to Settings > Email and click Settings next to your mailbox name:

conversations-email_edit-settings_EN-US.png

Your email address cannot be edited and is the one you connected by default. However, you can:

🗣️ Rename the mailbox

If the automatically generated name for your mailbox doesn't suit you, you can rename it. The mailbox name only appears to you and helps you easily differentiate it with other mailboxes you have connected to Brevo. For example, if you have connected your support@companyname.com and booking@companyname.com, you can rename them Support team and Booking team.

To rename your mailbox, click the text field next to the mailbox 📪 icon and enter the desired name:

conversations_renmae-mailbox_EN-US.gif

🔖 Edit your sender name
❗️ Important
The sender name for Microsoft mailboxes cannot be edited from Conversations. Access your Microsoft mailbox settings to edit it.

Enter the name you want to display to your recipients when they receive your emails. Add any info related to your job or company and use our predefined placeholders to automatically populate your agent name and title. You can set up your agent name and title from your Chat profile settings. The preview gives you an idea of how your sender name will appear to your recipients ⬇️. 

conversations-email_sender-name_EN-US.gif

✍️ Append a signature to all your outgoing emails

Check this box to set up a signature at the end of all your emails sent through Conversations.

Add any info related to your job or company and use our predefined placeholders to automatically populate your agent name, title, and mailbox address. You can set up your agent name and title from your Chat profile settings. Use the same formatting options as in the chat to add bold or italics for example. The preview gives you an idea of how your signature will appear to your recipients ⬇️.

conversations-email_signature_EN-US.gif

💡 Good to know
If you connected a Google mailbox to Conversations, you can check Use my default Gmail signature to retrieve the email signature from your Gmail account settings. It will be automatically applied to all your emails sent from Conversations.
If you edit your signature in your Gmail account settings, click update-icon.png Update my signature to retrieve its latest version.
🤖 Apply an auto-reply filter

This filter will automatically discard all emails that are explicitly marked by the sender as automatic replies from Conversations, such as out-of-office or deactivated account messages. You will still be able to view auto-reply messages in your email provider interface. 

conversations-emails_autoreply_En-US.gif

📥 Apply a mass mailing filter

This filter will automatically discard all emails that are explicitly marked by the sender as mass mailing emails from Conversations, such as newsletters or bulk emails. You will still be able to view mass mailing messages in your email provider interface. 

conversations-email_mass-mailing_EN-US.gif

🗑 Disconnect your mailbox

Click the Disconnect mailbox button 3 times to disconnect your mailbox from Conversations. You will no longer receive your emails in Conversations, but you can still access them from your email provider interface. 

conversations-emails_disconnect-account_En-US.gif

📧 Part 3: Recognize and reply to your email messages in Conversations

Now that you've connected and set up your mailbox on Conversations, you can receive and answer your customers' emails directly in Conversations in the same way as in the chat and use the Saved replies, Agents, and Groups features.

❗️ Important
Only sent and received messages are synchronized with Conversations. Actions performed in Conversations such as deleting or archiving an email, or blocking a contact will not be reflected in your mailbox. We recommend that you perform those actions in your email provider interface.

You can access your emails under the Email tab of Conversations. To access all your messages from the different platforms, go to Conversations > All.

There are five ways of recognizing an email in Conversations:

  1. The Email tab is selected.
  2. Email logo next to the sender name.
  3. Email logo next to the time the message was sent.
  4. Email address and info next to the sender profile picture.
  5. Email logo and account name under the Channel section. 

conversations-emails_recognize-email_EN-US.png

🤯 Troubleshooting errors with email forwarding for other providers

If you were not able to connect your mailbox to Conversations, follow the instructions below: 

  1. Ensure that you have correctly set up email forwarding in your email provider settings: 
    1. Check your mailbox to see if your email provider sent a verification code or link to confirm the email forwarding. If you have received one, follow the instructions provided inside.  
    2. Check that you have set up the forwarding to the correct brevo-mail.com email address provided during the setup of your mailbox.
      conversations_brevo-mail_EN-US.png
  2. Check the spam folder of your mailbox to see if you received our setup verification email. If you do, mark it as Not spam and add noreply@sendinblue.com to your Brevo contacts. 
    conversations_report-not-spam_EN-US.png
  3. After making the necessary changes, click Re-send verification email to restart verification. 
    conversations_resend-verification-email_EN-US.png
  4. If you still have trouble connecting your email provider to Conversations, contact our support team

⏭ What's next?

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo expert partner.

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