# A shared email inbox, alongside your WhatsApp messages

> The WYP.chat email channel works by forwarding: your contact address automatically forwards its emails to the receiving address WYP.chat gives you, and the team replies from WYP.chat. Emails arrive in the shared inbox alongside WhatsApp, Instagram, Messenger, Telegram and website chat, and the customer gets the reply in their usual mailbox, in the same conversation.

At a glance

- Your contact address stays the same
- Set up with a simple forward
- Replies stay in the customer’s thread
- Included in every plan, Free plan too

## An info@ address the whole team can handle

Quote requests, questions, attachments: the contact address often gets the most important messages, and it is the one nobody watches. With WYP.chat it joins the team inbox.

### An enquiry with attachments

The text arrives without the long quoted thread or the signature, and each attachment becomes its own message, opened in the thread.

### A reply that stays in the thread

Your reply goes out as “Re:” to the last email: the customer finds it in the same conversation in their mailbox, and their answer comes back into WYP.chat.

### Same customer, email and WhatsApp

When a WhatsApp record has the same email address, WYP.chat suggests merging the two, so the customer’s whole history sits in one place.

Available

## What WYP.chat does with your emails

Each forwarded email is read, tidied up and filed in the customer’s conversation, just like a WhatsApp message.

- **Clean reading**: The quoted previous email and the signature are removed, including Gmail’s, Outlook’s and “Sent from my iPhone”. Links are kept.
- **Attachments**: Each attachment becomes a message in the thread, up to 10 per email (beyond that, the thread says how many were not imported). Signature logos are ignored.
- **Replies in the thread**: Your reply goes out under the name you chose, with a “Re:” subject and the received email’s references, so it stays in the same conversation for the customer.
- **Less noise**: Auto-replies, mailing lists and bounce messages are ignored: they do not open a conversation.
- **Delivery tracked**: A double tick shows that the customer’s mail server accepted your reply; otherwise the thread says why. An address that doesn’t exist is suspended, and the contact card explains it.
- **No imposed deadline**: Unlike WhatsApp, Instagram and Messenger, email has no [24-hour window](https://wyp.chat/en/glossary#fenetre-24h): reply whenever you like.
- **Numbered choices**: A message with buttons goes out as a numbered list, asking the customer to reply with the number they choose.

## A shared info@ inbox, before and with WYP.chat

Many teams share the contact address password, or everyone is copied in. Here is what changes.

| Need | Shared password | With WYP.chat |
| --- | --- | --- |
| Who replies | Whoever opens the email first | Conversation assigned, visible to everyone |
| Knowing it is done | Searching the sent folder | Reply and status in the thread |
| Talking to colleagues | Forwarding the email internally | Internal notes in the thread |
| WhatsApp and social media | In other apps | In the same inbox |
| Response time | Not tracked | Target set, alert before it is missed (Team and Pro) |

How it works

## How forwarding works

WYP.chat does not connect to your mailbox or read your other emails: it only receives the emails you forward to it.

- **Your address stays the same**: Customers keep writing to info@yourbusiness.com. Your email provider, whichever it is (Gmail, Microsoft 365, OVH, Infomaniak and so on), forwards a copy to WYP.chat’s receiving address.
- **You reply from WYP.chat**: Replies carry the display name you choose. They go out from a WYP.chat sending address, then from your own address (info@yourbusiness.com) once your domain name is verified. When the customer replies, their email comes straight back into the conversation.
- **Keep a copy if you like**: In Gmail, for example, forwarding can keep the original email in your inbox.

## Connecting your contact address

Allow five minutes: one address to create in WYP.chat, one forward to set up with your provider.

An owner or an admin of the workspace creates the channel. You can connect several addresses (info@, orders@…): one channel per address.

1. **Create the channel**: In WYP.chat, open Channels, Add a channel, then the Email card. Enter the name customers will see, such as your shop’s, and click Create the address.
2. **Copy the receiving address**: WYP.chat shows the address that will receive your emails. Copy it with the Copy the address button.
3. **Set up forwarding**: With your provider (Gmail, Microsoft 365 and so on), automatically forward your contact address to the receiving address.
4. **Test it**: Send yourself an email from another address: it appears in the inbox, ready for a reply.

## What the email channel does not do

So you know what to expect before forwarding your address:

- No direct connection to your Gmail or Outlook mailbox: WYP.chat only reads forwarded emails, never the rest of your mailbox.
- Sending an attachment from WYP.chat is not yet possible: you receive files and reply in text.
- One conversation per customer and per address, not one thread per subject.
- Only forwarded emails arrive: emails you send from your usual mailbox do not appear in WYP.chat.
- No email campaigns: WYP.chat campaigns go out on WhatsApp. A Brevo integration is planned.
- The WYP.chat AI agent does not answer emails: it answers on WhatsApp, Messenger, Instagram, Telegram and website chat.

Plan

## Email is included in every plan

The Free plan covers 50 conversations a month across all channels, with unlimited users. To route by team and track response times, move to Team (€99 a month excl. VAT), the same price however many people use it. 14-day trial, no card needed (Solo if you work alone, Pro as a team).

[Compare plans](https://wyp.chat/en/pricing)

## Frequently asked questions

### Do I need to change my email address?

No. Customers keep writing to your usual address; you only set up an automatic forward to WYP.chat’s receiving address.

### Can I connect Gmail or Outlook directly?

Connecting a Gmail or Outlook mailbox directly is not offered today. In your mailbox settings, you set up an automatic forward from your contact address to WYP.chat’s receiving address; Gmail and Microsoft explain how in the pages listed under Sources. Forwarding works with any email provider (Gmail, Microsoft 365, OVH, Infomaniak and so on), and WYP.chat never has access to your mailbox: it only reads the emails you forward.

[Setting up forwarding, step by step](https://wyp.chat/en/help/connecter-messenger-instagram-email)

### Which address do customers see when I reply?

Your own address, for example info@yourbusiness.com, once your domain name is verified: one line to add with your domain provider, then “Verify”. Until then, the display name you chose with a WYP.chat sending address. A Gmail, Outlook or other free webmail address cannot be used as the sending address: you need an address on your own domain name. Either way, the customer’s reply comes back into the same conversation.

### Do emails stay in my mailbox?

That depends on how you set up forwarding with your provider. Gmail, for example, lets you keep the original email in the inbox.

### Is there a size limit?

An email over 25 MB is refused. Up to 10 attachments per email are imported; beyond that, the thread says how many were left out.

### Do I have to reply within 24 hours, as on WhatsApp?

No, email has no 24-hour window. The response time you set for the team still applies, so no customer is left waiting.

## Which industries it suits

The industries where this helps most, and why.

### [WhatsApp for hotels and travel agents](https://wyp.chat/en/industries/hospitality)

Booking emails in the same history as WhatsApp.

### [WhatsApp for B2B services](https://wyp.chat/en/industries/b2b-services)

A lead by email and on WhatsApp, one record.

### [WhatsApp for online shops](https://wyp.chat/en/industries/ecommerce)

Order questions by email, handled by the same team.

## How to do it in WYP.chat

Help centre articles that walk through each setting, screen by screen.

- [Connect Messenger, Instagram and your email address](https://wyp.chat/en/help/connecter-messenger-instagram-email)
- [Send from your own email address](https://wyp.chat/en/help/envoyer-depuis-votre-adresse)
- [Group a customer who uses several channels](https://wyp.chat/en/help/doublons)
- [See who is replying to the customer](https://wyp.chat/en/help/qui-repond)

- [Every channel in the shared inbox](https://wyp.chat/en/channels)
- [Every WYP.chat feature](https://wyp.chat/en/features)
- [WhatsApp Business guides, one question at a time](https://wyp.chat/en/guides)
- [The whole WYP.chat help centre](https://wyp.chat/en/help)

**Guides**

- [WhatsApp Business with multiple users](https://wyp.chat/en/guides/whatsapp-business-multiple-users)

**Pages**

- [Website chat](https://wyp.chat/en/channels/website-chat)
- [Instagram](https://wyp.chat/en/channels/instagram)
- [Messenger](https://wyp.chat/en/channels/messenger)
- [WhatsApp CRM](https://wyp.chat/en/features/whatsapp-crm)
- [Channels and integrations](https://wyp.chat/en/integrations)
- [Pricing](https://wyp.chat/en/pricing)

### Sources

1. Gmail, automatically forwarding messages: [support.google.com/mail/answer/10957?hl=en-GB](https://support.google.com/mail/answer/10957?hl=en-GB)
2. Microsoft, automatic forwarding in Outlook: [support.microsoft.com/en-gb/outlook/mail/turn-automatic-forwarding-on-or-off-in-outlook](https://support.microsoft.com/en-gb/outlook/mail/turn-automatic-forwarding-on-or-off-in-outlook)

Pages accessed on 10 October 2026.

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Source: https://wyp.chat/en/channels/email · Updated on 12 October 2026