Introduction
Once the Email channel is created, its configuration is edited from the channel view without recreating it. This guide covers what can be changed, what effect each change has, and what cannot be modified.Changes are applied to the connected bot, so they affect new tickets. Open tickets keep the team and the configuration they had when they were created.
Open the channel configuration
1
Go to Channels
In the side panel open Channels and find the Email channel in the list.
2
Open the channel
Click the channel. The edition view opens with its current configuration.
What you can edit
Support teams
Determines which teams the new tickets opened by the channel are assigned to.- With one team, every ticket goes to that team
- With several, the ticket becomes available to the operators of those teams
Reply signature
Defines the name replies from the channel are signed with:Ticket expiration
The hours of inactivity after which a ticket closes automatically. Closing triggers the channel’s close flow.Expiration counts from the ticket’s last message, not from its creation.
Blocked addresses
A list of addresses whose mail the channel discards without opening a ticket. Useful for automated senders that create noise, such as system notifications or newsletters.What you cannot edit
To change any of these fields you have to create a new channel and move the forwarding to its inbound address.
Check the channel is ready
The channel view shows its readiness status with the warnings that prevent it from working correctly:Next step
- If you need to change how replies are sent: Authorize sending from your domain or Verify an address without touching DNS
- If the channel receives no mail: check the forwarding from your mailbox