---
title: "Email: Concierge docs | Chargezen"
description: "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."
url: "https://chargezen.com/docs/concierge/channels/email"
lang: "en"
updated: "2026-10-18"
---

Canonical URL: https://chargezen.com/docs/concierge/channels/email

# Email

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

1

#### 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**.

2

#### 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.

3

#### 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**.

4

#### 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

1

#### Choose the provider

Click **Connect third-party** and pick a **Mailbox provider**: Google Workspace, Microsoft 365 or **Other email provider (IMAP/SMTP)**.

2

#### 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**.

3

#### Wait for Connected

The connection goes from **Pending authorization** to **Starting inbox watch** to **Connected**.

4

#### Assign an agent

Assign it to an agent from **Agents** when you're ready, as above.

Review before it sends

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](https://chargezen.com/docs/concierge/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**

*   [Approvals](https://chargezen.com/docs/concierge/approvals)
*   [Text messages (SMS)](https://chargezen.com/docs/concierge/channels/sms)
*   [Getting started](https://chargezen.com/docs/concierge/getting-started)

**On the product page**

*   [Email: support email answered in minutes](https://chargezen.com/concierge/channels/email)
*   [Every channel](https://chargezen.com/concierge/features/every-channel)

### Related Articles

[

#### Text messages (SMS)

Answer customer texts



](https://chargezen.com/docs/concierge/channels/sms)[

#### WhatsApp

Answer on WhatsApp



](https://chargezen.com/docs/concierge/channels/whatsapp)[

#### Approvals

Approve emails before they send



](https://chargezen.com/docs/concierge/approvals)

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