Your aishaa Mail address and forwarding

In short: Every organisation in aishaa has a built-in email address: the aishaa Mail address. It works straight away, without any setup. You can give it directly to customers, or forward your own mailbox to it. All mail that arrives at this address automatically becomes a ticket. Even if you later use Outlook, Gmail, your own domain or an SMTP server, this address keeps working as a safety net.

Where to find this

Go to Organisation > Channels > Mail. The address appears in three places:

• on the choice screen, under the card No own email (yet) (Start right away with the built-in aishaa Mail address; you can connect your own mailbox later.);
• in the Current setup overview, next to Your aishaa Mail address, with a copy button;
• in the Receiving: set up forwarding block for the routes Send via aishaa (recommended) and Via your own SMTP server.

Who: from the Organisation admin role. The address applies per organisation; each organisation has its own address.

What the address looks like

aishaa creates the address automatically from the name of your organisation, followed by aishaa’s fixed mail domain. You cannot choose or change the address yourself. There is always a copy button next to the address; after clicking it you see Copied.

The No own email (yet) screen in the email wizard under Organisation > Channels > Mail, with the aishaa Mail address, the copy button and the green message saying the address works straight away.

Getting started without your own mailbox

If you do not have your own support address yet, or you want to try aishaa first:

1. Go to Organisation > Channels > Mail and click No own email (yet).
2. The screen shows your aishaa Mail address with the message that the address works straight away: you can give it to your customers or use it as a forwarding target.
3. There is nothing else to set up. Put the address on your website or give it to your customers.

In this situation aishaa also sends replies from the aishaa Mail address. In the Current setup overview, Sending via then shows the label aishaa Mail (built-in).

Forwarding your own mailbox to aishaa

If you use your own mail server or send via your own domain, aishaa receives your customer email through forwarding. The Receiving: set up forwarding block explains: In your current mailbox, set up automatic forwarding to this address: followed by the address and the Copy button.

How to set up forwarding:

Then:

1. Send a test email to your own support address (the address you are forwarding).
2. In aishaa, click Refresh. As soon as the forwarded email has arrived, the block reports that the first email has been received, with the date and time. Until something has arrived, it says Then send a test email to your support address and click refresh.

The Receiving: set up forwarding block, with the aishaa Mail address, the Copy button and the three instruction lines for Microsoft 365, Gmail and other mailboxes, and the message that the first email has been received.

What aishaa does with forwarded email

• aishaa looks at the original address the email was sent to (for example support@yourcompany.com) and uses the inbound routing rules to place the email with the right endpoint. If no rule matches, the email goes to the endpoint of the aishaa Mail address. See Advanced: endpoints, sending methods and routing rules.
• The customer does not notice the forwarding: the reply is sent from the sender address of your active sending route.
• Customer replies to earlier emails from aishaa arrive through the same forwarding and are linked to the existing conversation. How aishaa decides this is explained in How aishaa links emails to the right conversation.

Forwarding a customer email by hand

If a colleague forwards a customer email to aishaa (for example with Forward in Outlook), or a mailbox rule forwards mail from info@ to your support mailbox, the ticket is created in the name of the original sender. The customer is then the person who wrote the email, not your colleague or your own mailbox. Your reply goes to the customer.

aishaa only does this if all of these conditions are met:

• The subject starts with a forwarding prefix, such as FW:, Fwd: or Doorst:. A reply (RE:) does not count.
• The email starts directly with the forwarding header (the From, Sent, To and Subject lines your email program puts above it). If there is text of your own above it, the colleague remains the sender: that is a discussion between colleagues.
• The email was forwarded by your own organisation: one of your mailboxes, an address on a domain of your organisation, or a user of your account. If someone else forwards an email, that person remains the sender.
• The forwarding header contains exactly one email address, and it is not an address of your own organisation.

The customer card on the ticket then shows a forwarding arrow. Hover over it for This mail was forwarded by your own organisation; the original sender is the customer. and Forwarded by: with the address of whoever forwarded it.

The address as a safety net

The Current setup overview puts it like this: Mail forwarded to this address is picked up automatically; the address always keeps working as a safety net. In practice:

• Receiving on the aishaa Mail address is always on, whichever route you choose. Even with Outlook or Gmail connected, you can send (or have others send) email to this address.
• Sending from the aishaa Mail address switches off automatically as soon as you activate your own sending route (Outlook, Gmail, own domain or SMTP). If the last of your own routes disappears, the aishaa Mail address takes over sending again. You do not need to do anything for this.
• The address exists for as long as the organisation exists.

Good to know

• If you only use the aishaa Mail address, customers see that address as the sender of your replies. If you want to reply from your own address, choose one of the other routes in Email setup: the options at a glance.
• Forwarding is not needed with Outlook and Gmail: those connections read the mailbox directly. The screen says so with No forwarding needed: sending and receiving both run through this account.
• Only forward your support mailbox, not your personal mailbox. Every forwarded email becomes a ticket.
• Addresses of free email services (such as Gmail or Outlook.com) never count as a domain of your organisation. If a colleague forwards from such a private address, aishaa only recognises the customer if that address is a user of your account.
• Email that you send yourself from the mailbox you are forwarding (so outside aishaa) does not end up in aishaa. Forwarding only applies to incoming email.
• If the message No email received yet remains after a test email, check whether forwarding is really active in your mailbox and whether the email is stuck in your mailbox’s spam folder. See also Email not arriving or not being sent.

Related

• Email setup: the options at a glance
• Send from your own domain via aishaa
• Send via your own SMTP server
• Advanced: endpoints, sending methods and routing rules
• Email not arriving or not being sent