> ## Documentation Index
> Fetch the complete documentation index at: https://docs.useboom.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Receive email replies

> Let customers reply to your emails and land in Boom's inbox, with the agent drafting answers your team approves.

By default, email from Boom is one-way: a customer's reply goes to whatever
Reply-To address your template uses, outside Boom. With **email replies** on,
replies come back into the same conversation in Boom's inbox, threaded with the
email they answer, and your team (or the agent, as a draft) can answer from
there.

> [!NOTE]
>
> Email replies are opt in. They're available on request: ask Boom and we turn
> them on for your workspace, then connect a mailbox in **Settings → Email →
> Inbound**.

## Connect your mailbox

1. Open **Settings → Email → Inbound** and click **Connect inbound email**. Only
   people who can change settings see the button.
2. Boom gives your organization its own address, for example
   `acme-k7q2x9@reply.useboom.ai`. Copy it.
3. Choose which sender replies go out from. Replies are sent from your verified
   email domain, never from Boom's.

From now on, every email Boom sends for you carries a private reply address, so
a customer who hits **Reply** lands back in the right conversation. A template
that sets its own Reply-To keeps it.

## Forward your support address (optional)

If customers already write to an address like `support@acme.com`, forward it to
your Boom address so those emails reach Boom too, and still arrive in your own
inbox. Enter that address under **Forwarding from** on the same screen; the
**Inbound** tab shows step-by-step instructions for each provider.

> [tab] Gmail
>
> 1. In Gmail, open **Settings → See all settings → Forwarding and POP/IMAP**
>    and click **Add a forwarding address**. Paste your Boom address.
> 2. Gmail emails a **confirmation link** to that address. It arrives in Boom,
>    not in your inbox: open **Settings → Email → Inbound**, where an admin
>    sees **Open confirmation link**. Click it to approve the forward.
> 3. Leave "Forward a copy of incoming mail" off if you only want some email
>    in Boom, and instead create a filter (for example on the `To:` address)
>    with **Forward it to** your Boom address.
> 4. Also tick **Never send it to Spam** on that filter. Gmail does not
>    forward mail it puts in spam, so a customer's email could otherwise stop
>    before reaching Boom.

> [tab] Google Workspace
>
> A Workspace admin can forward a group or user address in the **Admin
> console** (routing or the group's settings), or each user can set up
> forwarding in Gmail as above. Some organizations block automatic forwarding
> to outside addresses: if the forward never verifies, ask your admin to
> allow it for your Boom address.

> [tab] Microsoft 365
>
> Microsoft 365 **blocks automatic forwarding to outside addresses by
> default**. An admin must allow it in the Defender **outbound spam policy**
> (set automatic forwarding to **On** for the mailbox or a group that
> contains it), then add a forwarding rule in Outlook or the Exchange admin
> center to your Boom address. Without that policy change, forwarded mail
> bounces.

Boom confirms the forward with its daily check email (below): once one comes
back through it, the screen shows that forwarding is working, and replies to
your emails use your own address (for example `support@acme.com`) as the
Reply-To, so they reach your inbox and Boom. If you forward with a filter, make
sure the filter also matches the check email, or Boom keeps using its private
reply address.

## Daily forwarding check

A forward can stop working without anyone noticing: an admin changes a policy,
a rule is deleted, or a spam filter catches it. Boom sends a short check email
to your forwarded address once a day, titled **Boom forwarding check**; you can
filter it out of your inbox. As soon as one check doesn't come back, replies to
your emails switch back to Boom's private reply address, so no reply is lost
while the forward is broken. If two checks in a row don't come back:

* the mailbox shows **Forwarding stopped** in **Settings → Email → Inbound**, and
* your organization's admins get one email about it.

When a check comes back again, everything returns to normal on its own.

## What the agent does with email

The agent never sends an email by itself. For a customer's email it writes a
**draft** in the conversation, and someone on your team clicks **Approve**,
**Edit** or **Discard**. Approved replies go out as one email in the same thread,
with a short line saying the reply was drafted with AI assistance.

The agent does not answer automatic replies (out-of-office, bounces, mailing
lists), and it does not reply to Gmail's forwarding confirmation.

## Unverified senders

Anyone can type any address into the From line of an email. Boom checks each
email's sender (SPF, DKIM and DMARC) and marks those it cannot confirm as
**Unverified sender** in the inbox. For those emails the agent will not share
account details and cannot use tools that read customer data, so a forged
email can't get information out of it. Your team can still read and answer
them.

## Attachments

PDFs, images, Word, Excel and PowerPoint files, and plain text or CSV files
appear on the email in the inbox, and the text of PDFs is available to your
team. Archives, programs, HTML and SVG files are not stored; the email lists
them as skipped. Email that the receiving service flags as a virus or spam is
not delivered to Boom.

## Journeys

With email replies on, a journey's **Send email** step can be followed by
**Wait for reply** or **Manage conversation**: a customer's reply to that email
wakes the journey, just like a WhatsApp reply.


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