Help

Forwarding your support email

Forward your support address to Swaru, and each email arrives in your inbox with a reply suggested from your docs.

What happens to each email

Your company has its own forwarding address, shown on the Email page under Support email. Once your support address (such as support@yourcompany.com) forwards to it, each email:

• gets a suggested reply drafted from your docs, when your docs answer it confidently;
• arrives in your Inbox as a conversation within a minute;
• is sent to your team email with the suggestion. Replying to that email answers the customer from your own mailbox.

The AI never writes to your customers itself. Replies sent from your own mail app don't show in the inbox conversation; replies sent from the inbox do.

Set it up

1. Copy the forwarding address from the Email page.
2. In your email provider, forward your support address to it. There are guides for Gmail and Google Workspace and Microsoft 365 and Outlook.
3. Under Your support address on the Email page, an admin enters the address your customers write to and presses Save, then Send the check. We email that address a code. When your forward brings it back here, the section says Checked, usually within a minute: refresh the page.
4. Send a test email from an address outside your company, such as a personal one, and check Support email on the Email page. The test shows there with its state.

Replies from the inbox, the automatic reply and sending from your own address all need the checked support address: it proves the address is yours and that its mail reaches you here.

Use forwarding that keeps the customer's address as the sender. Swaru treats the email's sender (or its Reply-To) as the customer, so a forward that sends each message on from your own address makes you the "customer".

The states on the Email page

• Reply suggested: your docs answered it.
• Needs an answer: there is no suggestion, because your docs didn't answer it confidently or no AI answer was available for it.
• Forwarding check: Gmail's confirmation of your forward. See Gmail and Google Workspace.
• Skipped: not treated as a customer's email (below). Skipped mail doesn't reach your inbox.

What is skipped

• Mail from your own website's domains and their subdomains (the websites in Websites allowed to embed), so your team's own mail isn't treated as a customer's. Test from an outside address.
• Bulk mail and newsletters, automatic replies such as out-of-office messages, and no-reply senders.
• Mail marked as spam.
• Notices Swaru sent, if they come back through your forward.

Limits

• The AI reads at most 5 emails a day from one sender. Later ones that day arrive without a suggestion.
• Your team email gets at most 150 email notices in any 24 hours. Past that, new email still arrives in the inbox, without a notice.
• Each email the AI reads counts as one of your month's AI answers. See Plans, limits and billing.
• While your company is paused, forwarded email isn't received.

A new forwarding address

An admin can press Give it a new forwarding address on the Email page. The old address stops working at once, so update your forward straight away. Do this if someone who knew the address leaves your team.

No team email yet?

If your company has no team email, the notices aren't sent. Every email still arrives in the inbox.

Other providers

Most email providers can forward a mailbox, an alias or a domain's mail to another address. Whatever you use must send a copy of each message to the forwarding address and keep the customer as the sender. Swaru passes on Gmail's forwarding confirmation only. If another provider asks you to confirm the forwarding address by email, write to hello@getswaru.com.

Still stuck? Write to hello@getswaru.com.