Once you set up your support email in your Freshchat account, you will have to connect it with your mailbox to make sure all incoming and new emails get converted into conversations in your chat inbox.


Here's how you can set up a forwarding rule in:

Gmail forwarding

  • Open the Gmail account you want to forward emails from. You can only forward messages to a single Gmail address, and not an email group or alias.
  • Towards the top-right of the screen, click on the gearbox icon and select Settings from the drop-down list.


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  • Click the Forwarding and POP/IMAP tab.
  • In the 'Forwarding' section, click Add a forwarding address.


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  • Enter the Forwarded to email address from under Admin > Email.
  • Click Next > Proceed > OK.


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  • A verification message would be sent to the address. Click the verification link in that message. 


Note: Since Google uses a no-reply email address the activation code often gets caught in the spam folder of your Freshchat account.


  • Go back to the Settings page of the Gmail account you want to forward messages from and refresh your browser.
  • Select 'Forward a copy of incoming mail to', choose if you wish to Keep Gmail's copy in the Inbox (recommended), and Save Changes.


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Office 365 forwarding

  • Log in to your Office 365 portal as an administrator.
  • Go to Admin > Exchange.
  • Select Mail Flow from the left menu.
  • Click the '+' button to create a new rule.
  • Name the rule, e.g., 'Freshchat forwarding rule.'
  • Under "Apply this rule if," choose "The recipient is" and specify your support email address (e.g., [email protected]).
  • Choose 'Redirect the message to' and enter the provided Freshdesk email address (e.g., [email protected]).
  • Click "Check names" to confirm the address.
  • Click OK to save and then click Save on the previous page.
  • Ensure other users haven't set up conflicting forwarding rules in their Outlook 365 accounts.


Note : When you setup your team inbox, the verification email does not reach your connected emails inbox. You will be able to find it in Freshsales under Connversations > Team inbox