Forwarding your support email to Aigento

Each Aigento workspace has its own inbound email address. Email sent to it
arrives in your Aigento inbox as a ticket, and a reply joins the ticket it
belongs to. Forward your existing support address (for example
[email protected]) to it, and customer email starts arriving in Aigento.

Connecting Shopify does not do this. Shopify keeps orders and customers in
sync, but it never creates tickets. Forwarded email does.

Find your Aigento address

Copy it from any of these:

• Settings → Channels → Email, under Support address. The same
  address is on the Email row at the top of that page, with Copy.
• The setup wizard's channels step, on the Support email card.
• The Aigento app inside your Shopify admin, under Your support email.

Set up the forward

Add a forwarding rule in the mailbox your support address already uses, such
as Gmail, Google Workspace, Microsoft 365 or your mail host. Point it at your
Aigento address.

Some providers send a confirmation email to the new forwarding address before
they start forwarding. That email arrives in your Aigento inbox as a ticket.
Open it to find the code or link.

Check that it works

Send an email to your support address from a different account. It should
appear in your Aigento inbox as a new ticket.

The Set up your support channels item on your setup checklist does not
tick off until a message has actually reached Aigento. Tickets you imported
from another helpdesk do not count.

Replies

When you reply from Aigento, the customer gets your answer by email. Their
reply comes back to the same ticket.

Replies come from a default Aigento address. To send from your own domain
instead, verify the domain under Settings → Channels → Email → Outbound email
domains.