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Set up Conversations for Emails

You can use Conversations to send and receive emails with leads and customers from a shared email address. As long as you have the email address for a contact, anyone on the team can send an email to that customer from your centralized Conversations and keep message history in one shared place.

Sender, Reply, and Forwarding settings for email in Conversations​

Conversations Email Sender Address​

Conversations uses a shared email address to keep all customer conversations in one place. When you send a message, it appears to come from your business's assigned email (like reply+xxxxx@businessapp.io), but the sender's name and signature are visible to the customer. This helps your team collaborate without confusion over who sent what.

Conversations Email Reply-to Routing​

The reply-to feature ensures that responses from customers are automatically directed back to the shared Conversations thread. When a customer replies, their response lands in the same conversation where any team member can continue the discussion.

Conversations Email Forwarding Settings​

By setting up email forwarding, you can receive incoming messages from your existing business email (e.g., team@yourcompany.com) directly into Conversations. Use the tabs below for detailed setup instructions per provider.

You can use the instructions below to get you started on forwarding emails from your email provider.

Gmail Forwarding to Conversations​

  1. Go to Gmail > Settings > Forwarding > POP/IMAP.
  2. Add your Conversations forwarding address and confirm the request.
  3. Enable forwarding and save changes. Optionally, set filters to forward selected emails only.

Sending emails using Conversations​

  • Click New Message in Conversations.
  • Enter the recipient’s email address.
  • Write your message, then select Email in the Send via dropdown menu.
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Your choices available in this menu depend on what contact information you have, and which channels you have connected to Conversations.

  • Click Send to send your message. Let'

Getting Replies in Conversations​

  • Customer replies automatically route back to your shared Conversations.
  • The "reply-to" is set to your reply+xxxxx@businessapp.io, so all responses land in the same thread.

FAQs About Email Messaging in Conversations​

Can I use a branded email address for sending and replying to emails to clients?

Not currently. All emails are sent from an assigned unique email address, that has the following format reply+xxxxxxxxxxx@businessapp.io.

Can each user get their own email address?

Not currently. The business uses one shared email address and Conversations. But when a message is sent, the name of the user that sent the email is visible as the Sender details and within the Signature.

I see an area in my settings called “email configuration” – is this where I manage my email for Conversations?

No, not currently. The email configuration area in settings is for managing email that’s sent from Campaigns Pro and Reputation AI Premium.