Skip to main content
An email channel connects a shared address, such as support@yourcompany.com, to your workspace. Every message it receives is linked to the right people and companies, so your whole team sees the full conversation.

​
How email channels work

You set up a channel in up to three stages. Stage 1 gives you a shared inbox. Stages 2 and 3 are optional and only needed if you want to send from the channel’s domain. Stage 3 builds on stage 2. Stage 1 is independent: you can send campaigns from a domain without forwarding its inbox to Twenty.

​
Before you begin

Make sure you have:
  • The Workspace settings permission in Twenty.
  • Access to the forwarding settings at your mail provider, such as Microsoft 365 or Google Workspace, for stage 1.
  • Access to your DNS provider, such as Cloudflare or GoDaddy, for stages 2 and 3.

​
Stage 1: Receive email

Your mail provider forwards a copy of every incoming message to a private address that Twenty creates for the channel.
1

Create the channel

Go to Settings → Communication and click Add email channel. Enter the shared address and the display name people see, then click Save.
2

Copy the forwarding address

Twenty shows a Forwarding address ending in @inbound.twenty.com. Click Copy.
3

Turn on forwarding at your mail provider

Follow the guide for Microsoft 365, Google Workspace or any other provider.
4

Send a test email

Send a message to the shared address from an outside account. It appears in Twenty within a couple of minutes.
Your shared inbox is ready. If you only need to read and track conversations, you can stop here.

​
Stage 2: Reply from the shared address

Gmail, Outlook and other providers only deliver mail sent on behalf of your domain once you prove you own it. You do that by adding DNS records.
1

Open the sending domain

In Settings → Communication, open the channel and scroll to Sending domain.
2

Add the authentication records

At your DNS provider, add the records listed under Domain authentication: three CNAME records ending in ._domainkey, plus an MX and a TXT record on twenty-bounce. If Twenty also suggests a DMARC record, add it too.
3

Verify

Click Check verification. Domain authentication changes to Verified once Twenty finds the records, usually within an hour and at most 48 hours.
Your team can now reply from the shared address. For provider-specific instructions, see Set up a sending domain.
Not planning to send campaigns? Skip stage 3. The Unsubscribe link row stays Pending, which has no effect on replies.

​
Stage 3: Send campaigns

Every campaign includes an unsubscribe link. Twenty hosts the unsubscribe page on your own domain, such as unsubscribe.yourcompany.com, so recipients see your brand rather than ours.
1

Add the unsubscribe records

In the same Sending domain section, add the two CNAME records listed under Unsubscribe link: one on unsubscribe and one on _acme-challenge.unsubscribe.
2

Verify

Click Check verification. Unsubscribe link changes to Verified, usually within an hour. It can take a little longer than stage 2 because Twenty also issues a security certificate for the page.
Twenty only sends a campaign once both Domain authentication and Unsubscribe link show Verified.

​
Frequently asked questions

No. Stage 1 only needs a forwarding rule at your mail provider. DNS records are only needed to send from the channel’s domain.
Yes. Campaigns only need stages 2 and 3. Forwarding is what brings incoming mail into Twenty.
No. A domain can be verified in one workspace only. Twenty tells you if it is already in use elsewhere.

Forward a shared inbox

Set up forwarding for any mail provider.

Set up a sending domain

Add and verify each DNS record, provider by provider.

Email Campaigns

Learn what campaigns can do for your sales team.

Send your first campaign

Build a list, write the email and send it.