# Connect your support email to the Inbox

> Add an email inbox in Channels, then forward your support address to the Line address. Your team then reads and answers email in the shared Inbox.

Source: https://useline.io/help/messaging/email-channel  
Section: Messaging channels  
Last updated: 2026-11-05  
Roles: Owner, Admin

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.

## Related articles

- [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it.
- [Use message templates](https://useline.io/help/messaging/message-templates.md): Save replies you send often as templates in Channels > SMS > Templates, then insert them in the Inbox. WhatsApp templates also need Meta approval.
- [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text.
- [Send and reply to text messages](https://useline.io/help/messaging/send-sms.md): Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment.