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Connect your support channels

Connect a dedicated support email, an SMS number, and a website chat widget so Customer Service can answer on every channel.

Customer Service answers across three channels: email, SMS, and website chat. Connect the ones you use in Customer Service → Settings. You can start with just email and add the others later.

Dedicated support inbox

Connect a mailbox used only for support, like support@yourbusiness.com. It stays separate from your personal Inbox, and Customer Service watches it on its own.

  1. In Settings, find Dedicated support inbox.
  2. Enter the support address and its app password. An app password is a special password your email provider creates for connected apps, not your normal login password. The in-product guide walks you through generating one for Gmail or Outlook step by step.
  3. If your provider needs manual settings, open Advanced: custom server settings to enter them.
  4. Click Connect support inbox.

Under Mailboxes to watch, you can let it watch all connected mailboxes or pick specific ones. A support mailbox is labeled so it is easy to spot.

Support SMS number

To answer texts, connect your own Twilio account first (in your CRM settings), then add a dedicated support number, separate from the number your regular inbox uses.

  1. In Settings, find Customer service SMS number.
  2. Enter your support number in full international format (for example, +1 415 555 0123).
  3. Follow the on-screen note to set that number's inbound webhook in Twilio so texts reach Customer Service.

Texts to this number are drafted by Customer Service and follow the reply mode you choose.

Website chat

Let Customer Service answer visitors right on your site, grounded in your knowledge library.

  1. In Settings, turn on Handle website chat.
  2. Click Create a chat widget and set its name, the business name shown to visitors, a welcome message, and a brand color.
  3. To put it on your site, copy the embed code and paste it just before the closing </body> tag on your pages (or into your site builder's custom-code area).
  4. Prefer a link? Turn on the hosted chat page and share its link, a full-page chat with no embedding needed.

You can create more than one widget, edit a widget's look anytime, and enable or disable each one. Chat conversations are answered the same way as email and SMS.

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