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Connect email via forwarding (SES)

Use this path when OAuth is not available. Customers still email your normal support address; your mail server forwards a copy to a unique Fiko inbound address.

When to prefer OAuth instead

Gmail and Microsoft OAuth keep the same From address for replies without forwarding rules. Choose forwarding only for custom mail servers or when OAuth is blocked by IT policy.

How it works

Customer → [email protected]

↓ (forwarding rule on your mail server)

→ [email protected]

↓ (Fiko ingests via SES)

→ Chat in Fiko inbox

↓ (agent reply)

→ From: [email protected] (Reply-To routes back to inbound token)

Before you start

Fiko admin access

Permission to add email channels.

Access to mail server or admin console

To create a forwarding rule (Gmail settings, Google Workspace admin, M365 Exchange, cPanel, etc.).

Public support address

The address customers already use (e.g. [email protected]).

Email forwarding enabled on your Fiko account

Contact Fiko support if the forwarding option is unavailable in Apps → Email.

Fiko generates your unique inbound address during setup. If email forwarding is not available, contact Fiko support.

How to connect via forwarding

Setup time: 10–20 minutes

Step 1 — Start setup in Fiko

  1. 1Sidebar → Apps → Email → Add new.
  2. 2On "How do you want to connect email?", click Any email (forwarding).
    • Subtitle: "Forward support@ to Fiko. Works with any mail provider — no DNS required."
    • Do NOT choose Connect mailbox unless you want OAuth
  3. 3Click Next.

Step 2 — Enter mailbox details

  1. 4Fill in the form:
    • Support email address — e.g. [email protected] (required)
    • Display name (optional) — e.g. ABC Support (shown on outbound replies)
  2. 5Click Next.

    Expected result

    Fiko generates a unique Fiko inbound address on the inbound domain (e.g. [email protected]).

Step 3 — Configure forwarding on your mail server

  1. 6On the forwarding step, copy the address labeled Fiko inbound address (paste this into your mail forwarding settings).
  2. 7Select Where is this mailbox hosted? — Gmail, Outlook, or Other — to see the matching guide in the UI.
  3. 8Follow the in-app steps. Example for Gmail:
    • Open Gmail Settings → Forwarding and POP/IMAP
    • Add a forwarding address → paste Fiko inbound address
    • Confirm via Gmail confirmation email/link
    • Choose "Forward a copy of incoming mail to" the Fiko address → Save
  4. 9Example for Outlook:
    • Outlook mail settings → Mail → Forwarding
    • Turn on forwarding → paste Fiko inbound address
    • Optional: keep a copy in Outlook
  5. 10Check the box: I have enabled forwarding to the Fiko address above.

Step 4 — Test configuration

  1. 11Fiko automatically runs Test configuration when you reach this step.

    Expected result

    Status changes from "Testing email configuration..." to green success, or shows an error you can fix.
  2. 12Send a test email to [email protected] (your public address, not only the inbound address).
  3. 13If test fails, click Test again after fixing forwarding.

    Expected result

    Success toast: Email configuration validated successfully.Next button becomes enabled only when test passes AND checkbox is checked.
  4. 14Click Next.

Step 5 — Review and finish

  1. 15Set channel name and group access on the review step.
  2. 16Click Connect.

    Expected result

    Toast: Email channel connected. Send a test email to your support address and check the inbox in Fiko.
  3. 17Open Chats and confirm the test conversation appears.

Check forwarding status later

After setup, open channel details → Email forwarding card:

  • Receiving mail — Fiko has received at least one conversation; forwarding works
  • Waiting for first email — no conversations yet; verify forwarding rule and send another test
  • Show setup guide — reopens the forwarding instructions from setup

Troubleshooting

Test passes but no chats

Verify forwarding targets the exact inbound address from Fiko. Test by emailing the public support address.

Gmail forwarding not confirmed

Gmail sends a confirmation email when you add a forwarding address. You must click the link or enter the code before forwarding works.

Replies go to spam

Contact your Fiko administrator or Fiko support to verify SPF, DKIM, and DMARC on your reply domain.

← Email integration overview
Connect Email via Forwarding (SES) — Email Integration