> ## Documentation Index
> Fetch the complete documentation index at: https://docs.twenty.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Email Channels

> Give your team one shared address, then add replies and campaigns when you need them.

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 | What it unlocks | What you set up | DNS changes |
| - | - | - | - |
| **1. Receive email** | A shared inbox in Twenty | A forwarding rule at your mail provider | None |
| **2. Reply** | Replies from the shared address | Five authentication records | Yes |
| **3. Send campaigns** | Campaigns from the channel's domain | Two unsubscribe records | Yes |

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](https://docs.twenty.com/user-guide/calendar-emails/how-tos/forward-a-shared-inbox-from-microsoft-365.md),
[Google
Workspace](https://docs.twenty.com/user-guide/calendar-emails/how-tos/forward-a-shared-inbox-from-google-workspace.md)
or [any other
provider](https://docs.twenty.com/user-guide/calendar-emails/how-tos/forward-a-shared-inbox-from-any-mail-provider.md).

**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.

![](https://mintcdn.com/twenty/BP3JC0f005Ct-PwL/images/user-guide/email-campaigns/sending-domain-records.png?fit=max\&auto=format\&n=BP3JC0f005Ct-PwL\&q=85\&s=4c314a6bf46fc3c3d226637a1dbf8d3f)

Your team can now reply from the shared address. For provider-specific instructions, see [Set up a sending domain](https://docs.twenty.com/user-guide/email-campaigns/how-tos/set-up-a-sending-domain.md).

> [!NOTE]
>
> 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

> **Do I need to change DNS to use a shared inbox?**
>
> No. Stage 1 only needs a forwarding rule at your mail provider. DNS records
> are only needed to send from the channel's domain.

> **Why does the Unsubscribe link stay Pending?**
>
> If you have not added the unsubscribe records, that is expected and only
> blocks campaigns. If you have added them, check that both `CNAME` records
> exist and wait up to an hour. On Cloudflare, set both records to **DNS
> only**.

> **Can I send campaigns without forwarding the inbox?**
>
> Yes. Campaigns only need stages 2 and 3. Forwarding is what brings incoming
> mail into Twenty.

> **Can I use the same domain in two workspaces?**
>
> No. A domain can be verified in one workspace only. Twenty tells you if it
> is already in use elsewhere.

## Related articles

> **[Forward a shared inbox](https://docs.twenty.com/user-guide/calendar-emails/how-tos/forward-a-shared-inbox-from-any-mail-provider.md)**
>
> Set up forwarding for any mail provider.

> **[Set up a sending domain](https://docs.twenty.com/user-guide/email-campaigns/how-tos/set-up-a-sending-domain.md)**
>
> Add and verify each DNS record, provider by provider.

> **[Email Campaigns](https://docs.twenty.com/user-guide/email-campaigns/overview.md)**
>
> Learn what campaigns can do for your sales team.

> **[Send your first campaign](https://docs.twenty.com/user-guide/email-campaigns/how-tos/send-your-first-campaign.md)**
>
> Build a list, write the email and send it.


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