Email setup: the options at a glance
In short: Under Organisation > Channels > Mail you choose how aishaa receives and sends customer email. The wizard asks one question (Which email system do you use?), offers four choices and then takes care of the underlying settings itself. If email has already been set up, you see the Current setup overview screen instead of the question.
Where to find this
Go to Organisation > Channels > Mail. The page is called Email setup and the box at the top is called Setup Email with the explanation Choose how you want to receive and send customer emails.
Who: from the Organisation admin role. The settings apply per organisation. If you work with multiple organisations, first choose the right organisation at the top of the page. Connecting or disconnecting a Microsoft account is the only exception: that applies to the whole account and requires the Account admin role (see Connect Outlook or Microsoft 365).
The choice screen Which email system do you use? under Organisation > Channels > Mail, with the four cards Outlook / Microsoft 365, Gmail / Google Workspace, Own domain or mail server and No own email (yet).
What you see when you open the page
The wizard decides which screen you see first:
| Situation | What you see |
|---|---|
| Nothing has been set up yet (only the built-in aishaa Mail address is active) | The question Which email system do you use? |
| You previously started verifying your own domain and that has not been finished or not been activated yet | The Send from your own domain screen straight away, with the message Continuing your earlier setup for (domain). |
| A sending route is active (Outlook, Gmail, own SMTP server or own domain) | The Current setup overview screen |
The four choices
At the top of the choice screen, Currently active shows the current sending route. Below it are four cards. Click a card to continue; Back always takes you back to this screen.
| Option | Meaning | Choose this if |
|---|---|---|
| Outlook / Microsoft 365 | You sign in once with your Microsoft account for the whole account and then choose the mailbox this organisation uses. Sending and receiving then work automatically. No forwarding is needed. | Your support mailbox is in Outlook.com, Microsoft 365 or Exchange Online. Shared mailboxes are also possible. |
| Gmail / Google Workspace | You sign in with Google; sending and receiving are set up automatically. No forwarding is needed. | Your support mailbox is a Gmail address or a Google Workspace address. |
| Own domain or mail server | You send from your own email address; receiving works by forwarding to your aishaa Mail address. You get a follow-up choice (see below). | Your email runs with another provider (for example Zoho or your own mail server), or you do not want to sign in with Microsoft or Google. |
| No own email (yet) | You start straight away with the built-in aishaa Mail address. You can connect your own mailbox later. | You do not have a support address yet, or you want to try aishaa first. |
If you choose Own domain or mail server, a second choice follows:
| Option | Meaning |
|---|---|
| Send via aishaa (recommended) | No mail server needed: you verify your domain with two DNS records and aishaa sends on behalf of your address. See Send from your own domain via aishaa. |
| Via your own SMTP server | You use the mail server you already have; aishaa sends through it. See Send via your own SMTP server. |
With both variants of Own domain or mail server, receiving works through forwarding. That is why the bottom of the screen shows the Receiving: set up forwarding block, with your aishaa Mail address and short instructions for Microsoft 365, Gmail and other mailboxes. How this works is explained in Your aishaa Mail address and forwarding.
With Outlook / Microsoft 365 and Gmail / Google Workspace you see the green message No forwarding needed: sending and receiving both run through this account. instead.
The Current setup overview screen
As soon as a sending route is active, the page opens with the Current setup box. It contains:
| Item | Meaning |
|---|---|
| Sending via | The active route as a label: aishaa Mail (built-in), Outlook, Gmail, Own SMTP server or Own domain via aishaa. Next to it is the email address aishaa sends from. |
| Last received email | Date and time of the last incoming email in this organisation. If nothing has arrived yet, it says No email received yet with the tip: Send a test email to your support address and refresh to verify that receiving works. |
| Your aishaa Mail address | The built-in address of this organisation, with a copy button. Below it: Mail forwarded to this address is picked up automatically; the address always keeps working as a safety net. |
Buttons on this screen:
| Button | What it does |
|---|---|
| Refresh | Fetches the status again, for example after you have sent a test email. |
| Advanced settings | Opens the Advanced mail configuration page with endpoints, sending methods and routing rules. See Advanced: endpoints, sending methods and routing rules. |
| Change setup | Takes you back to the choice screen so you can choose a different route. |
If you send via your own domain, the Send a test email block also appears below the overview.
The Current setup overview screen under Organisation > Channels > Mail, with the Sending via line, the last received email, the aishaa Mail address and the Refresh, Advanced settings and Change setup buttons.
What the wizard arranges for you automatically
When you connect a mailbox or activate a sending route through the wizard, aishaa creates the necessary parts in the background. You do not have to manage them yourself, but it is useful to know what happens:
- aishaa creates an endpoint for the connected email address (the identity you send and receive with). Sending and receiving are switched on for it.
- aishaa creates a routing rule so that email sent to that address ends up with this endpoint. If a rule for that address already exists, the wizard leaves it alone.
- The first real mailbox becomes the default endpoint (the default sender), but only if the aishaa Mail address was still the default. The wizard never overrides a default you have deliberately chosen yourself.
- As soon as your own sending route is active, aishaa no longer sends from the aishaa Mail address. Receiving on the aishaa Mail address always keeps working.
You can view and adjust all of these parts via Advanced settings.
Good to know
- You can always change the chosen route later via Change setup. Existing tickets and messages are kept.
- If signing in to Google or Microsoft fails, you return to the email page with the message Connection failed: followed by an error code. Try again, or contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
- The Send via aishaa (recommended) option is only visible if this feature is available for your environment. If the intermediate choice is missing, the Own domain or mail server card takes you straight to the SMTP settings.
- Multiple mailboxes in one organisation are possible (for example support@ and info@). Connect the first one through the wizard and manage the rest via Manage Outlook, Manage Google or Advanced settings.
- Email that aishaa sends via your own domain or via an SMTP server is stored in aishaa and not in the Sent Items folder of your mailbox.
- Channels other than email, WhatsApp and telephony (such as a chat widget, Instagram, X or SMS) are not available in aishaa.