How to Set Up Email Forwarding

How to Set Up Email Forwarding

To receive customer emails in Helpium, you need to configure your email provider to forward incoming messages to your unique Helpium forwarding address. Below are step-by-step instructions for the most popular email providers.

Gmail

1. Open Gmail, click the gear icon → See all settings
2. Go to the Forwarding and POP/IMAP tab
3. Click Add a forwarding address
4. Enter your Helpium forwarding address and click Next → Proceed → OK
5. A verification email is sent to the Helpium address. This is handled automatically
6. Return to Gmail settings, refresh the page, and go to Forwarding and POP/IMAP
7. Select Forward a copy of incoming mail to and pick the Helpium address
8. Choose Keep Gmail's copy in the Inbox (recommended)
9. Click Save Changes

Note: Gmail requires verification of the forwarding address before it will start forwarding. Only one forwarding address is supported natively.

Microsoft Outlook (Outlook.com / Microsoft 365)

1. Sign in to Outlook.com (or Outlook on the web)
2. Click the gear icon (Settings)
3. Select Mail → Forwarding
4. Toggle Enable forwarding on
5. Enter your Helpium forwarding address
6. Check Keep a copy of forwarded messages (recommended)
7. Click Save

Note: Microsoft 365 administrators may need to allow external forwarding via outbound spam filter policies. If forwarding doesn't work, contact your IT admin.

Yahoo Mail

1. Sign in to Yahoo Mail, click the gear icon → More Settings
2. Select Mailboxes from the left sidebar
3. Select your primary mailbox
4. In the Auto-forwarding section, enter your Helpium forwarding address
5. Click Verify and confirm via the verification email

Note: Yahoo requires a Yahoo Mail Plus subscription for automatic forwarding. Free accounts cannot use this feature.

Verifying Your Connection

Once forwarding is configured in your email provider:

1. Go to Settings → Channels → Email in Helpium
2. Click the Send Test Email button
3. This sends a test email to your support address. If forwarding is set up correctly, the email will arrive back in Helpium and the status will change to Connected

Troubleshooting

• Forwarding not working: Double-check that forwarding is enabled and the Helpium address is entered correctly, with no extra spaces
• Gmail verification pending: Make sure you completed the verification step in Gmail. Refresh the Forwarding settings page and check for a confirmation
• Microsoft 365 blocking forwarding: External forwarding may be disabled by your organization's admin. Ask your IT department to allow forwarding in the outbound spam filter policy
• Yahoo forwarding unavailable: Auto-forwarding requires a Yahoo Mail Plus subscription. Free Yahoo accounts do not support this feature
• Emails going to spam: Check your email provider's spam or junk folder. Some providers may flag the verification or test emails