Turn it on and take the address
Channels → Email switches it on and shows you the address. You can hand that address out directly — on a contact page, in a signature — or, more usefully, forward the support address your customers already write to.
The address is minted on first use rather than reserved at sign-up. Resuming a half-finished setup does not quietly create a public-facing address behind your back.
Forward your support inbox
Forwarding is one setting in your mail provider, and the channels page spells it out for Google Workspace, Outlook and Zendesk. Your customers keep writing to the address they always have; the agent picks it up and replies within minutes rather than within a day.
Forward rather than replace, and keep a copy in your own inbox while you are getting comfortable. Reading what the agent said next to what came in is the fastest way to learn what your knowledge is missing.
Copy the agent's address
From Channels → Email on the agent.
Add it as a forwarding address
In Google Workspace, Outlook or Zendesk — the exact path for each is on the channels page.
Verify, if asked
Gmail and Google Workspace send a confirmation code to the forwarding address. The agent's inbox catches it and we email the code to the workspace owner.
Send yourself a test
Write to your support address from a personal account and read the reply as a customer would.
When an email needs a person
Email handoff works like chat: the agent flags the conversation, it appears in the dashboard, and whoever takes it over writes the next reply. The agent stops replying the moment a person joins and picks up again when the conversation is handed back, which happens by itself after half an hour of silence from that person.
Replies record who wrote them, so a thread that passed between the agent and two people reads as a conversation with your company rather than a jumble of anonymous messages.