Setting up the Email Channel

Text App allows you to convert incoming emails into support tickets and manage them seamlessly within the platform. It’s an efficient way to centralize your communication and streamline your workflow.

Setting up forwarding

To begin handling customer emails in Text App, you’ll first need to set up email forwarding. This process automatically redirects emails from your inbox to Text App, where your team can view and respond to them as tickets.

When you first open the Email section (Settings → Channels → Email), you'll see that a default forwarding address has already been generated for you. To continue with the setup, click the Read instructions button next to the address and select your email provider from the list to follow the configuration steps.

Once you choose your provider, you’ll be shown detailed, step-by-step instructions specific to that platform (e.g., Gmail, Outlook). Follow those steps within your email provider’s settings to enable forwarding.

After forwarding is set up, you can test the connection by sending an email to the address you configured. If everything is working correctly, the message will appear in your Text App inbox as a new ticket.

Managing the Reply Address

Text App also comes with a default reply address already configured. This is the email address from which your responses to customers will be sent.

If you'd like to customize how your emails appear to customers — for example, by using your company’s name — you can easily change the display name:

1. Go to Settings → Channels → Email and open the Reply Address tab. 

2. Locate the default reply address.

3. Click the three-dot menu next to it and select Edit.

4. In the modal that appears, update the Display Name to whatever you’d like customers to see in their inbox.

5. Click Save to apply your changes.

By connecting your email channel to Text App, you centralize all customer communication in one place, making it easier to track, assign, and respond to messages as support tickets. Setting up forwarding ensures that every email reaches your team, while customizing your reply address helps maintain a professional brand presence.

With everything managed in a single platform, your team can respond faster, stay organized, and deliver a more consistent and efficient support experience