Have Concierge answer support email: send from your own domain with Chargezen Email, or connect Google Workspace, Microsoft 365 or any IMAP and SMTP mailbox.
Last updated: 2026-10-18
Support inboxes fill up with order questions. With the Email channel, a Concierge agent reads each customer email, does what it asks within your rules and replies from your address. There are two ways to connect, both from Concierge > Deploy > Channels > Email:
- Chargezen Email: send and receive on your own domain, for example support@reply.yourbrand.com, with Chargezen handling delivery.
- Connect third-party: connect the mailbox you already use in Google Workspace, Microsoft 365 or any provider with IMAP and SMTP.
Set up Chargezen Email
Connect your domain
Click Chargezen Email. Under Connect Domain, enter your Brand domain, a Concierge sender domain (for example reply.brand.com), your Physical address and Privacy policy URL. Click Configure custom domain.
Add the DNS records
Under Verify DNS, use Copy to copy each record into your domain's DNS settings at your registrar or DNS host. Then click Check DNS. DNS changes can take a while to show up.
Create an address
Once the domain is verified, go to Email Addresses, enter the Local part (the part before @) and Display name, choose the Domain, and click Create address.
Assign an agent
In Concierge > Deploy > Agents, configure the agent that should answer email and tick the Email channel under Channels and replies. Click Save Agent.
Until your domain is verified, Chargezen shows a Chargezen managed fallback address you can use.
Connect your own mailbox
Choose the provider
Click Connect third-party and pick a Mailbox provider: Google Workspace, Microsoft 365 or Other email provider (IMAP/SMTP).
Sign in or enter the server details
For Google Workspace or Microsoft 365, sign in to the mailbox in the window that opens and allow access. For IMAP/SMTP, fill in Mailbox, Incoming mail and Outgoing mail, then click Connect mailbox.
Wait for Connected
The connection goes from Pending authorization to Starting inbox watch to Connected.
Assign an agent
Assign it to an agent from Agents when you're ready, as above.
When an email needs a person's OK before it goes out, it waits in the conversation's details panel as an Email Approval card with Approve & send and Reject. See Approvals.
Troubleshooting and FAQ
Check DNS keeps failing
Make sure each record is added exactly as shown, on the sender domain you entered, with no extra quotes or the domain name repeated. Wait and check again; some DNS hosts take hours.
I can't click Create address
It's turned off until your domain is verified.
The mailbox says Authorization expired or Needs attention
Reconnect the mailbox: sign in to Google Workspace or Microsoft 365 again, or check your IMAP/SMTP password.
Which email providers work?
Google Workspace, Microsoft 365, and any mailbox that supports IMAP and SMTP. Or use Chargezen Email on your own domain.
Related
Guides
On the product page
Related Articles
Need more help? Contact support