Connecting Email

Overview#

Email is the most common support channel for B2B teams. Klyra lets you forward emails from your existing support address (e.g., [email protected]) into a unified inbox where your team can respond, assign, and track conversations.

Step 1: Create an email inbox#

1. Go to Settings > Inboxes
2. Click Create Inbox
3. Select Email as the channel type
4. Enter a name (e.g., "Support Email")
5. Click Create

Step 2: Set up email forwarding#

After creating the inbox, Klyra generates a unique forwarding address like:

[email protected]

You'll need to forward emails from your support address to this Klyra address.

Gmail / Google Workspace#

1. Open Gmail > Settings (gear icon) > See all settings
2. Go to the Forwarding and POP/IMAP tab
3. Click Add a forwarding address
4. Enter the Klyra forwarding address
5. Google will send a verification email — check your Klyra inbox and confirm
6. Back in Gmail, select Forward a copy of incoming mail to and choose the Klyra address
7. Choose "Keep Gmail's copy in the Inbox" to maintain your email records

Microsoft 365 / Outlook#

1. Go to Outlook > Settings > Mail > Forwarding
2. Enable forwarding
3. Enter the Klyra forwarding address
4. Optionally check "Keep a copy of forwarded messages"
5. Click Save

Custom mail server#

Add a forwarding rule that sends a copy of all incoming mail on your support address to the Klyra forwarding address. The exact steps depend on your mail server (Postfix, Sendgrid, etc.).

Step 3: Send a test email#

1. Send an email from a personal account to your support address (e.g., [email protected])
2. It should appear in your Klyra inbox within a few seconds
3. Reply from Klyra — the customer will receive the reply from your support address

How email threading works#

Klyra uses standard email threading headers (In-Reply-To, References) to keep conversations grouped. When you reply from Klyra:

• The customer sees the reply as a normal email from your support address
• All replies stay in the same conversation thread in Klyra
• If the customer replies again, it's added to the existing conversation

Handling multiple email addresses#

You can create multiple email inboxes for different purposes:

Each inbox can have its own assignment rules, SLAs, and AI agent configuration.

Troubleshooting#

Emails not appearing in Klyra:

• Verify forwarding is set up correctly in your email provider
• Check that the forwarding address matches exactly (no typos)
• Some providers require verification — check for a confirmation email in your Klyra inbox
• Allow up to 2 minutes for the first email to process

Replies not reaching customers:

• Check that your email inbox has a valid "From" address configured in Settings > Inboxes
• For Gmail/Microsoft, you may need to grant Klyra permission via OAuth (Settings > Inboxes > Configure)

Next steps#

• Set up live chat for real-time website conversations
• Connect Slack for B2B shared channel support
• Configure the AI agent to help with email responses