Letterbook Docs
Set up forwarding addresses
Forward support mail into Letterbook while keeping your customer-facing email address.
Last updated June 17, 2026
What this guide covers
Forwarding lets you keep an existing address like support@company.com or help@company.com while routing new support mail into Letterbook.
Setup steps
- Create or copy the Letterbook forwarding address
- Add a forwarding rule in the current email provider
- Confirm any verification email the provider sends
- Send a test customer email
- Confirm the conversation appears in Letterbook
- Disable auto-replies or old helpdesk routing that could double-reply
Provider notes
- Gmail and Google Workspace usually send a verification email before forwarding is enabled.
- Microsoft 365 and Outlook may require an admin to allow external forwarding.
- Previous helpdesks should stop receiving new forwarded tickets before Letterbook becomes the primary queue.
- DNS-hosted forwarding services can work, but test sender preservation before using them in production.
- Catch-all and alias addresses should be tested with real customer-style messages.
Troubleshooting
- Forwarding verification email did not arrive
- Messages show the forwarding mailbox instead of the customer
- Attachments are missing
- Threading is split across multiple conversations
- Both Letterbook and the old inbox are sending replies