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An email channel gives your workspace a shared address, like sales@yourcompany.com. Mail sent to that address has to reach Twenty somehow. On Google Workspace that address is almost always a Google Group. You connect it by adding Twenty’s private forwarding address as a member of the group. Every message the group receives is then copied to Twenty, and your team continues to receive it as before.
This applies to new mail only. Twenty will not see messages the group received before you set this up.

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Before you start

You need two things:
  • Access: you must own the group, or be a Super Admin or Groups Admin in Google Workspace.
  • A group that accepts outside addresses: Twenty’s forwarding address is external, so the group has to accept external members and accept mail from outside your company. Part 2 covers both.

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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 group address, for example sales@yourcompany.com.
  2. In Display Name, type the name recipients see.
  3. Click Save.
  1. Twenty now shows a Forwarding address. It looks like ch_2cd282d193b5@inbound.twenty.com. Click Copy.
Each channel gets its own forwarding address. Never point two groups at the same one, or their mail will land in the same place.

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Part 2: Check the group’s settings

Two settings decide whether this works at all. Set them correctly before you continue.
  1. Open Google Groups and click your group.
  2. Click Group settings in the left sidebar.
  3. Find External members and turn Allow external members on.
Google turns this off for the whole organization by default, so expect it to be locked the first time. If you see the notice shown above, only a Workspace admin can unlock it, by allowing group owners to add external members across the organization. Ask them, then return here.
  1. Scroll down to Who can post and drag the slider all the way to the right, onto the globe. That is Anyone on the web.
Without this, mail from outside your company never reaches the group, so it never reaches Twenty either. This is also blocked across the organization by default, and again only an admin can change it.
  1. Click Save changes.
If the group carries Google’s Security label, stop here. Google does not allow non-Google accounts in a security group, and the label is permanent once applied. Create a new group without it.

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Part 3: Add Twenty to the group

  1. Click Members in the left sidebar.
  2. Click Add members.
  1. Paste the forwarding address you copied from Twenty into Group members.
  2. Leave Subscription on Each email. This is what makes Google send every message through.
  3. Leave Directly add members ticked, so Google adds the address rather than sending an invitation that cannot be accepted.
  4. Click Add members.
That completes the setup. Twenty is now a member of the group like any other.

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If you do not have a group yet

  1. In Google Groups, click Create group.
  2. Fill in the Group name and the Group email prefix.
  1. Click Next twice, then Create group.
  2. Now follow Part 2 and Part 3.

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Part 4: Test it

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

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Troubleshooting

The group does not accept external members. Return to Part 2, step 3. If the setting is locked, only a Workspace admin can unlock it.
Open the member in the group and check its subscription is Each email, not No email, Digest or Abridged.
Who can post is not set to Anyone on the web. See Part 2, step 4.
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.
Using a different provider? See Microsoft 365 or any other mail provider.