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Twenty receives shared inbox mail by having your provider send a copy of every incoming message to a private address that Twenty generates for you. Once that is in place, the inbox appears in your workspace. Microsoft 365 and Google Workspace each have their own guide: This page covers every other provider.

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Part 1: Create the channel in Twenty

  1. Go to Settings → Communication.
  2. Click Add email channel.
  1. In Source Email Address, type the shared address you want to receive mail at, for example contact@yourcompany.com.
  2. In Display Name, type the name recipients see.
  3. Click Save.
  1. Twenty now shows a Forwarding address. It ends in @inbound.twenty.com. Click Copy.
Each channel gets its own forwarding address. Never point two mailboxes at the same one, or their mail will land in the same place.

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Part 2: Choose the right kind of forwarding

Most providers offer more than one way to pass mail on, and only one of them works here. Twenty reads the From header of each message it receives to determine who wrote it. That is how a message is linked to the right person and company.
  • Automatic forwarding on the mail server leaves the original sender in place. Your customer remains the sender, the message is linked to their record, and replies go back to them. Some providers call this Redirect, others call it Forwarding. This is the option to use.
  • Forwarding as an attachment, or any rule that composes a new message, replaces the sender with your own address. Every conversation then appears to come from you, and no message is matched to a contact.
Use the automatic forwarding setting in your mail account or on your mail server. Do not use a rule that resends the message as a new email.
Also avoid rules that strip attachments or convert messages to plain text. Twenty stores each message exactly as it arrives.
Where the option exists, choose the one that keeps a copy in the original mailbox, so your team can continue to use the inbox as before.

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Part 3: Find your provider

Follow your provider’s instructions, using the forwarding address you copied in Part 1 as the destination. If your provider is not listed, you can still connect it. In almost every mail product the setting appears under a name such as Forwarding, Redirect, Forwarders, Aliases, Rules or Filters, in either the mailbox settings or the domain settings.

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Part 4: Test it

Send an email from an outside address (a personal Gmail works) to contact@yourcompany.com. It should appear in Twenty within a minute or two.

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Troubleshooting

Compare the forwarding address character for character with the one in Twenty. A single wrong character means the mail goes nowhere and is silently dropped.
The rule is rebuilding the message rather than passing it along, so your address ends up in the From header. Switch to your provider’s plain forwarding or redirect setting, and turn off any option that forwards as an attachment.
Your provider blocks automatic forwarding to outside domains. Look for a security or anti-spam setting that allows external forwarding, and enable it for this mailbox only.
The rule moves messages on rather than copying them. Change it to keep a copy, or add a second rule that delivers to the inbox.
Receiving and sending are separate. Sending requires your domain to be verified under the channel’s Sending domain section, which means adding the DNS records Twenty lists there.