Connect email

You keep the mailbox you have. Braid issues you a forwarding address, and a rule in your mail provider sends support mail to it. Replies go out signed as your own domain.

1 · Add your support address

Channels → Email → Set up. Enter the address customers already write to — for example support@yourcompany.com.

Braid issues two things:

• a forwarding address at in.getbraid.ai, unique to your workspace and never reissued
• a fallback sender, used until your own domain is verified

2 · Forward your mailbox

In your mail provider, forward the support address to the forwarding address Braid gave you.

• Google Workspace — Gmail settings → Forwarding and POP/IMAP → Add a forwarding address, then confirm the verification mail Braid receives for you.
• Microsoft 365 — Exchange admin centre → the mailbox → Mail flow → Forwarding.
• Anywhere else — look for "forwarding" or a mail-flow rule.

Keep a copy in the original mailbox if you want an archive. Braid does not need to be the only recipient.

3 · Verify your domain

So replies come from your address rather than the fallback, add the DNS record Braid shows you — a single CNAME for DKIM.

Braid displays the exact record and its current status. DNS can take up to a few hours to propagate; the card updates itself when the record is visible, and Recheck forces a look.

Until verification completes, Braid still receives and answers mail — it just sends from the fallback address rather than yours.

4 · Test it

Send a message to your support address from an outside account. It appears in Inbox within a minute or so, and the agent answers if it is live.

If nothing arrives, check the forwarding rule is active and that mail is not being caught by a spam filter ahead of it.

How threading works

An exchange is one conversation in the inbox rather than a pile of separate messages, so a person taking over sees the whole history the way the customer does.