Set Up Shared Inbox Email

Shared Inbox Email brings support emails into Jardine. For a stable launch, both domain verification and forwarding must be correct.

Before You Start

Confirm:

1. Domain is verified in Overview -> Channels -> Email Inbox.
2. Knowledge and routing basics are already configured.

Setup Steps

1. Confirm your domain status is verified.
2. Copy the managed Jardine inbox address.
3. Set forwarding from your support mailbox to that address.
4. Send test emails: routine, unclear, and sensitive.
5. Confirm threads appear in Conversations.
6. Keep auto-send off until quality is stable.

How To Know It Is Working

You should see steady inbound delivery, clear ownership, and sensible escalation on sensitive cases.

If Something Is Off

Domain is verified but emails do not arrive

Check forwarding target and provider forwarding rules.

Emails arrive but no replies are sent

Check send settings and whether threads are on human ownership.

Escalation is too high

Check source content and routing strictness first.

Next Step

Continue with Email Domain Verification.