Email forwarding

Email forwarding brings your existing support address into Conversations. Customers keep writing to support@yourcompany.com like they always have, and their messages land in the same inbox as conversations started from the widget.

There are no DNS changes involved. You create an address in UserJot, then set up forwarding from your existing mailbox in Gmail, Google Workspace, Outlook, or wherever your mail lives.

Create a forwarding address

The generated address cannot be changed later, so pick a prefix you like. During the beta, each workspace gets one forwarding address, and all forwarded mail lands together in one inbox.

Setting up your mail provider

Every provider does step 4 a little differently. One thing that trips people up: when a provider sends a verification email to your new address, that email arrives as a conversation in your inbox. Open it there to get the link or code.

Gmail — Gear → See all settings → Forwarding and POP/IMAP → Add a forwarding address. Gmail emails a verification link to the UserJot address; open that conversation, click the link, then go back to Gmail, refresh, and turn on Forward a copy of incoming mail to. To forward only some mail, verify the address first, then use a filter with Forward it to instead.

Google Workspace — Individual users follow the Gmail steps above, but an admin has to allow forwarding first (Admin console → Apps → Google Workspace → Gmail → End User Access → Automatic forwarding). To forward a whole mailbox without touching the user's settings, an admin can use Gmail's Routing page and the recipient address map — no verification needed, though changes can take up to 24 hours.

Microsoft 365 and Outlook — Settings → Mail → Forwarding, turn on Enable forwarding, and keep a copy. The catch: Microsoft blocks automatic external forwarding unless an admin has allowed it. The default policy value, Automatic - System-controlled, originally meant on, but Microsoft has since changed it to mean off. When forwarding is blocked, the mail bounces back to the original sender with error 5.7.520 — if a customer reports that, have an admin set the anti-spam outbound policy's automatic forwarding rules to On - Forwarding is enabled in the Defender portal. If you use inbox rules instead, pick Redirect, not Forward — Forward rewrites the sender, so every conversation would look like it came from you.

Cloudflare Email Routing — Add the UserJot address as a destination address, click the verification email that lands in your inbox, then create a routing rule pointing your support address at it. Only an option when your domain's mail is actually routed through Cloudflare.

Fastmail — Settings → Filters & Rules → Create rule → All messages → Send a copy to. No verification step; it works as soon as you save.

Zoho Mail — Settings → Mail Accounts → your address → Forwards. Zoho sends a verification code instead of a link: copy it from the conversation in your inbox and paste it into Zoho's Verify field.

How replies work

When you reply from the dashboard, the customer gets a normal email from your forwarding address, with your name in the From line. They just hit reply in their mail client, and their response threads back into the same conversation.

Replies you send to a widget-started conversation also go out by email when the customer has an address on file, so nobody misses an answer because they closed the tab. Those come from UserJot's own messages@ address rather than your forwarding address, since the thread did not start over email.

What gets filtered

UserJot quietly keeps junk out of the inbox. Auto-replies, out-of-office messages, delivery failure notices, and obvious marketing blasts are either skipped or held in the Spam view. Automated notifications like receipts are delivered without waking Juno. The filter leans toward delivering when in doubt, but it is a classifier, not a guarantee: a genuine customer email that reads like a newsletter or list mail can occasionally land in Spam, so glance at that view now and then.

Pause or rename an address

Each address row has a menu with Rename and

Pause receiving. Renaming only changes the label, never the address. Pausing stops new mail from entering Conversations while keeping the address and all existing history; resume any time.

Not the same as Email to Feedback

UserJot also has an Email to Feedback integration that turns forwarded emails into feedback posts on your boards. That is a separate feature with a separate address. Use email forwarding here when you want two-way support conversations, and Email to Feedback when you want emails to become board submissions.

If mail is not showing up

Check the usual suspects: the forwarding address is paused, forwarding was never finished on the mail provider side, or the message was an auto-reply that got filtered. One more subtle case: manually forwarding a single email makes you the sender, so the conversation starts with you rather than the customer. Automatic forwarding preserves the original sender.