Connect your support email to the Inbox

Line puts your customer email in the shared Inbox. You add an email inbox in Line, then forward your support address to the Line address. Line does not need access to your mailbox.

Before you start

• You need the Owner or Admin role to add or change an inbox. Every member can read and answer email.
• You need access to the forwarding settings of your mailbox.

Add an email inbox

1. Go to Channels, then open Email.
2. Select Add an inbox.
3. In Support address, type the address that customers write to, for example help@yourbusiness.co.uk.
4. In Send-as name, type the name that customers see. Leave it empty to use your workspace name.
5. Select Continue.
6. Line shows Forward your mail to Line and a new Line address. Select the address to copy it.
7. Select Done.

Forward your mail to Line

Set your mailbox to forward a copy of each email to the Line address. Line shows steps for Gmail, Microsoft 365 and Other providers.

Gmail

1. In Gmail, open Settings, then See all settings, then Forwarding and POP/IMAP.
2. Select Add a forwarding address and paste the Line address.
3. Gmail sends a confirmation code. The code arrives in your Line Inbox. Enter it in Gmail.
4. Select Forward a copy of incoming mail, then save.

Microsoft 365

1. Open the Microsoft 365 admin center, then Users, then Active users.
2. Select the mailbox, open Mail, then Email forwarding.
3. Turn on forwarding and paste the Line address.
4. Keep a copy of forwarded mail in the mailbox, then save.

Other providers

1. Open the forwarding settings of your email provider.
2. Add the Line address as a forwarding address.
3. If the provider asks you to confirm, the confirmation email arrives in your Line Inbox.
4. Send a test email to your support address.

The inbox status shows Waiting for first email until the first email arrives. It then changes to Connected.

Answer email

1. Open Inbox. To see only email, select Email under Views.
2. Select the conversation.
3. Type your reply and select Send.

You can attach files to an email reply. A customer reply to your email goes into the same conversation.

Replies leave from a Line address, not from your support address. Customers see your send-as name. When they reply, the reply comes back to the Line Inbox.

Start a new email

1. Open Inbox.
2. Select New email in the header bar.
3. In From, select the inbox.
4. Type the address in To, then a Subject and a Message.
5. Select Send.

New email shows only when your workspace has an inbox that can send.

Change or turn off an inbox

Open Channels > Email and select the inbox.

• Details — change the Support address or the Send-as name, then select Save.
• Connection — shows the Line address, the status and the time of the first email.
• Handled by — shows the workflows that run for each email. Select Edit workflow to change them.
• Turn off this inbox — select Turn off. Line then ignores new mail to the inbox, and you cannot send from it. Existing conversations stay in the Inbox.

Common problems

The status stays at Waiting for first email. Forwarding is not on, or your provider waits for confirmation. Look for the provider's confirmation email in the Line Inbox. Then send a test email to your support address.

New email is not in the header bar. No inbox can send. Check that an inbox exists and is not turned off.