Forward any email address into Konvo

Konvo gives your organization one address to receive mail. Forwarding is the rule you create at your own email provider that sends everything written to your support address into your Konvo inbox.

Forwarding brings mail in, DNS gets your replies out

Two separate jobs, and they fail in different ways, so it pays to keep them apart in your head.

• Forwarding is inbound. Broken forwarding means nothing arrives.
• Domain authentication (SPF, DKIM, Return-Path, DMARC) is outbound. Broken DNS means mail arrives fine and every reply you send quietly lands in spam.

Verified forwarding tells you nothing about your replies. Do both before you tell customers to write to you.

Start in Konvo, then go to your provider

The whole setup lives in one panel, and today it runs in a fixed order: connect the address, set up forwarding, authenticate the domain.

Nothing reaches your inbox until verification passes, and nothing sends from your own address until the DNS records are live.

How to set up your different providers

Authenticate your domain so your replies land

Forwarding gets mail in. Sending as your own domain is what makes replies arrive in an inbox rather than a spam folder, and that needs four DNS records: SPF, DKIM, a Return-Path CNAME for bounces, and DMARC. Konvo shows you the exact records to add.

• If your domain is on Cloudflare, GoDaddy or Namecheap, Konvo detects it and offers to install the four records for you in one click.
• On any other DNS host you copy them across by hand. This is a normal path, not a fallback: plenty of customers use it.
• Konvo checks the records in the background, and Check now re-checks them on demand. Status moves to connected once they are live.

Give it time. DNS changes are not instant, and a record that is not live yet looks identical to a record you typed wrong. Wait before you assume you made a mistake.

If the records change or disappear later, Konvo sees the send failure, alerts you and prompts you to fix them. You can keep replying in the meantime, but those replies go out from the Konvo address until the records are back.

Verify it, then send a real email

Click Verify automatic forwarding in the setup panel. Verification looks at whether mail forwarded to your Konvo address actually reaches us, so it can only pass once your rule has forwarded something. If it fails on the first attempt, send yourself a test email at your support address, wait a minute, and check again.

A verified rule and a working channel are close but not the same thing. The proof is a real email: write to your support address from an outside account and watch the conversation open in Konvo. Then reply from Konvo and confirm the reply reaches that outside account rather than its spam folder.

What forwarding does not work with

• Mailing lists and groups, Google Groups and its equivalents. They rewrite the headers Konvo uses to identify the customer and the receiving address, so conversations arrive attributed to the list instead of the person who wrote in.
• Chained forwarding, where A forwards to B and B forwards to Konvo. The original recipient is lost along the way.
• The same mailbox on both paths. If an address is already connected by signing in with Google, do not also forward it. Every message arrives twice.
• Catch-all forwarding, unless you really do want every address on the domain in your inbox. It brings the domain's spam with it.

Turning your agent on for email

Connecting the channel does not put your AI on it. Open your agent, tick Email in its channel list, then make sure Agent is live. From that point new email conversations go to your agent first.

After you connect

• Replies show a name, not an address. Your agent's name when it answers, your teammate's when a person does, never a raw support@ string.
• A closed conversation reopens for 7 days. A customer replying inside that window continues the same thread. After it, their message starts a new one.
• More addresses are quicker. A second address on a domain you already authenticated needs forwarding only, no DNS step.

When something is wrong

Nothing arrives at all. Check the Konvo address for a typo first, character by character: it is a random string, and one wrong character fails silently. Then confirm the rule is saved and enabled at your provider, and that the provider allows external forwarding. On Microsoft 365 that is the outbound anti-spam policy above; on Google Workspace, check the rule applies to recognized addresses.

It arrives, but from the wrong sender. A rule using forward instead of redirect, or a mailing list in the middle. Both rewrite the sender.

Some messages arrive, others do not. Look at what the missing ones have in common. Very large attachments and messages your own provider filed as spam before the rule ran never get forwarded, so check the spam folder in your own mailbox, not only in Konvo.

It worked and then stopped. Forwarding rules attached to a personal mailbox are the usual cause. A password change, a security review or a provider policy update can switch them off without telling you. Reopen the rule, confirm it is still enabled, and send a test email.

The same email opens two conversations. Two rules are forwarding the same message, often one in the admin console and an old one inside the mailbox. Remove the one you do not need.