Email support, answered as conversations
Kommio turns your support mailbox into a shared email inbox: one thread per customer, one owner, in the same list as every other channel, and nobody digging through a shared Outlook to find out who replied.
One conversation model, whatever the channel.
Email conversations sit in the same list as every other channel, with one owner and one history, so nobody asks the customer to repeat themselves.
What your agent sees
Each email thread is one conversation with an owner, tags, priority and private notes. Replies go out from the mailbox's own address, and bounces and auto-replies are recognised instead of reopening the thread.
What your customer sees
Nothing changes for them. They email support@ as before and get a reply from the same address, in the same thread. With surveys on, one short message after a resolution asks how it went.
Assignment and automation apply
Rules on events and time, SLA policies, assignment by team or inbox, agent bots and the AI agent apply as on any channel; a chatbot flow's choices arrive as numbered text.
Reports count it
Every email conversation counts in volume, first response, resolution and satisfaction, with the inbox as a filter and email as its own slice of the channel mix.
The facts that matter for Email.
Sign in with Microsoft 365 or Google
No mailbox password is stored. Kommio keeps the sign-in encrypted, renews it by itself and uses it only with Microsoft's or Google's own servers. It is the only way into Exchange Online now that Microsoft has turned basic authentication off, and the recommended way for Gmail and Google Workspace.
Shared mailboxes on Microsoft 365
A shared mailbox such as support@ has no password of its own. A person with Full Access and Send As on it signs in, and the inbox answers as the shared mailbox. One sign-in can serve several shared mailboxes.
Any other provider
IMAP and SMTP with a password or an app password. A stored password is only ever used with the server it was entered for; changing the server means entering it again.
The mailbox stays as it is
Kommio reads new mail without moving, deleting or marking anything and threads it into conversations by the headers mail clients already set. With IDLE, new mail arrives within seconds and the inbox shows "Live"; the poll is then only a safety net.
Hardened against real mail
The parser is tested against a corpus of real-world messages; HTML bodies are sanitized when they are stored and again when they are shown. Every inbound email is also kept as it arrived, 90 days by default, for a dispute or a second look.
Moving from Chatwoot
An imported inbox that used Microsoft or Google sign-in arrives paused and waits for you to sign in at the cut-over; a password inbox resumes as it was.
What you need to connect Email.
An administrator does this from Settings. Nothing to install on your side beyond what the channel's own platform asks for.
Choose how to sign in
Settings › Inboxes › Add inbox › Email offers Microsoft 365, Google Workspace and Other IMAP/SMTP. The Marketplace lists the two sign-in variants too.
Sign in or enter the servers
Sign in with the account that owns the mailbox, or has Full Access to the shared one, or type the IMAP and SMTP hosts and the password. Kommio tests the connection before the inbox is created.
Pick the agents and send a test
Name the inbox, choose who answers it and send yourself a test email. Business hours, a signature and the survey are settings on the inbox.
Step by step, with the exact fields and what to do when something does not arrive: Email inboxes: setup, shared mailboxes and what the mailbox needs.
Coming from another help desk? Kommio as an alternative to Chatwoot, Zendesk, Intercom, Freshdesk or Help Scout, and what free help desk software really means.
Other channels
Ready to give your team one calm inbox?
Create a free workspace, connect one channel, and feel the difference on your own conversations today.