FROGED | Connect email channel

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Connect email channel

Connect your business email addresses to the FROGED inbox to centralise conversations and send mass communication campaigns.

The following email channel settings can be configured in Settings < Channels < Email:

Sync company email addresses
Customise email domain
Link email addresses to work teams in inbox
Add an external page for customers who unsubscribe from email communications

Important: Administrator access to the email provider and domain settings is required for automatic forwarding and domain configuration.

Sync email addresses

First, you must sync your company's email addresses with the FROGED inbox. Select the sync email button in the settings and follow the 3 steps:

Copy the email address from the FROGED workspace
Paste the email address into the forwarding settings in your email provider. This ensures that emails entering the provider's inbox are forwarded to the FROGED inbox.
Add your company's email address (for example: support@company.com)

In the settings, you can delete the addresses synchronised with FROGED in the trash, but to complete the process, you must access your email provider and cancel the forwarding.

Customise the domain

When you create a workspace and connect the email channel, an email address is generated with the shared FROGED domain (froged-mail.com). Although this address can be used without any problems, we recommend using a custom domain. Authenticating the domain will reduce bounce rates, prevent emails from ending up in the spam folder, and ensure that your customers always recognise your email address.

To use your custom domain in FROGED, you must request this change from our technical support team.

When the domain change is made, it will be reflected in the email settings. For any changes or updates, please resubmit a request to the support team.

Link email addresses to teams

When you have a custom email domain, you can link different addresses to work teams. This way, outgoing emails from a team in the FROGED inbox will have a company email address as the sender (from) rather than an agent's email address (for example: Support team → support@company.com).

Remember that to link email addresses to teams, they must match the email domain, which must be customised; it cannot be used with the shared FROGED domain.

It is not required for each work team to have a linked email address, as they may not use this communication channel or may have other needs. To disable this feature, simply uncheck the switch.

Add an unsubscribe page

If a customer wants to unsubscribe from email communications from the FROGED inbox, they can click the Unsubscribe button.

From the email settings, you can add a link to the button to open a page, site or survey with the aim of collecting customer feedback, measuring actions, giving rewards, etc.

Introduction to FROGED omnichannel inbox

Email conversations in inbox

Send an email campaign

Senders, signatures and email performance

Before changing outgoing email, distinguish three elements: the address shown as sender, the agent's display name and the address receiving the recipient's replies (Reply-To).

Outgoing email by team

In Settings > Channels > Email, review teams' outgoing email configuration. When a conversation has a team with a configured address, that address is used for sending. If there is no valid team configuration, the agent's address on the workspace domain is used.

A configured team signature takes priority; otherwise the agent's signature may be used. Check a test reply after changing teams to make sure the sender and signature are as expected.

Configuring Reply-To does not necessarily change the visible sender address. Test the complete flow: send an email to a test mailbox and reply from it to verify where the response arrives.

Channel performance

The panel shows sent email volume and its deliverability indicator. Do not interpret delivered as read or confuse this channel indicator with a specific campaign report.

When investigating a problem, compare the same period and sending scope. Keep the conversation or campaign reference so support can review the correct case.

Dedicated domain

Follow the domain connection procedure in this article and contact support when needed. Do not change domain records or deactivate an address in use without checking the team's impact.

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