[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:es":36,"kb:categories:1:es":37,"kb:brandArticles:1:0:es":38,"kb:articleDetails:71:es":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":56,"category":60,"relatedArticles":63,"relatedTagsArticles":84},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":19,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":53,"updatedBy":54,"tags":32,"includeForAi":19,"authorName":55},71,5,"Setting up inbound emails","\u003Cp>An inbound email address is an existing mailbox your customers already use to contact you, such as \u003Ccode style=\"background-color: rgba(129, 139, 152, 0.12);\">support@yourcompany.com\u003C\u002Fcode>. Once it is connected, every email sent to that address is forwarded into Pleased and automatically becomes a ticket in your helpdesk.\u003C\u002Fp>\u003Cp>Each brand can have multiple inbound email addresses.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>The Channel Settings > Email Edit permission.\u003C\u002Fli>\u003Cli>Access to your email provider's forwarding settings, usually with administrator rights.\u003C\u002Fli>\u003Cli>An existing support email address that customers write to.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Step 1 — Open Email Setup\u003C\u002Fh2>\u003Col>\u003Cli>Go to Settings.\u003C\u002Fli>\u003Cli>Under Channels, select Email Setup.\u003C\u002Fli>\u003Cli>Find the brand you want to configure and select Set up emails.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>If your workspace has several brands, each one is listed separately with its own email addresses underneath.\u003C\u002Fp>\u003Ch2>Step 2 — Add the inbound address\u003C\u002Fh2>\u003Col>\u003Cli>Select Add emails.\u003C\u002Fli>\u003Cli>Open the Type dropdown and choose Inbound.\u003C\u002Fli>\u003Cli>Select Proceed.\u003C\u002Fli>\u003Cli>Enter the email address your customers already use.\u003C\u002Fli>\u003Cli>Select the language associated with the address.\u003C\u002Fli>\u003Cli>Select Save.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The language you choose is used for automated emails sent by ticket triggers and automations — it does not change the language agents type in. It matters most when your plan includes multiple languages.\u003C\u002Fp>\u003Cp>After you save, Pleased generates a unique forwarding address for this mailbox.\u003C\u002Fp>\u003Ch2>Step 3 — Turn on automatic forwarding\u003C\u002Fh2>\u003Cp>\u003Cstrong class=\"ql-size-large\">Google Workspace\u003C\u002Fstrong>\u003C\u002Fp>\u003Col>\u003Cli>Copy the Pleased forwarding address.\u003C\u002Fli>\u003Cli>Sign in to your Google Workspace Admin console\u003C\u002Fli>\u003Cli>On the left, select the top-level organizational unit.\u003C\u002Fli>\u003Cli>Scroll down to \u003Cstrong>Email forwarding using recipient address map\u003C\u002Fstrong>, and click \u003Cstrong>Configure\u003C\u002Fstrong> or \u003Cstrong>Add Another Rule\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>At the top of the \u003Cstrong>Add\u003C\u002Fstrong> \u003Cstrong>setting\u003C\u002Fstrong> box, enter a descriptive name for the address map.\u003C\u002Fli>\u003Cli>In step 1 of the \u003Cstrong>Add\u003C\u002Fstrong> \u003Cstrong>setting\u003C\u002Fstrong> box, click \u003Cstrong>Add\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>In the \u003Cstrong>Address\u003C\u002Fstrong> field, enter the original recipient email address. In the \u003Cstrong>Map to address\u003C\u002Fstrong> field, enter the email address you want to forward messages to.\u003C\u002Fli>\u003Cli>Under \u003Cstrong>Messages to affect:\u003C\u002Fstrong> choose an option:\u003C\u002Fli>\u003Cli class=\"ql-indent-1\">\u003Cstrong>All incoming messages:\u003C\u002Fstrong> Apply the forwarding setting to all messages received by your domain, including messages sent within your domain.\u003C\u002Fli>\u003Cli class=\"ql-indent-1\">\u003Cstrong>Only external incoming messages:\u003C\u002Fstrong> Apply the forwarding setting only to messages received from senders outside your domain.\u003C\u002Fli>\u003Cli>\u003Cstrong>Also route to original destination:\u003C\u002Fstrong> Check this box to send the message to the original recipient, in addition to the new recipients.\u003C\u002Fli>\u003Cli>\u003Cstrong>Add X-Gm-Original-To header:\u003C\u002Fstrong> Check this box to keep the original recipient information in the message header. You might want to do this if you manage any email based on message headers. Message header information can also be useful for troubleshooting email delivery.\u003C\u002Fli>\u003Cli>At the bottom of the \u003Cstrong>Add setting\u003C\u002Fstrong> box, click \u003Cstrong>Save\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Your new address map appears as a row on the \u003Cstrong>Routing\u003C\u002Fstrong> page. Each row represents one address map.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cspan style=\"color: rgb(32, 33, 36);\">Changes can take up to 24 hours but typically happen more quickly.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cstrong class=\"ql-size-large\">Individual Google Account\u003C\u002Fstrong>\u003C\u002Fp>\u003Col>\u003Cli>Copy the Pleased forwarding address.\u003C\u002Fli>\u003Cli>Sign in to the gmail account you want to connect to Pleased.\u003C\u002Fli>\u003Cli>Select Settings -> See all settings\u003C\u002Fli>\u003Cli>Open \u003Cstrong>Forwarding and POP\u002FIMAP\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Under \u003Cstrong>Forwarding\u003C\u002Fstrong>, select \u003Cstrong>Add a forwarding address\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Enter the \u003Cstrong>Pleased forwarding address\u003C\u002Fstrong> provided during your email channel setup.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Next → Proceed → OK\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Google will send a \u003Cstrong>verification email\u003C\u002Fstrong> to the Pleased forwarding address.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Forward a copy of incoming mail to\u003C\u002Fstrong> and select the Pleased address.\u003C\u002Fli>\u003Cli>Choose what should happen to Gmail's copy of the message. We recommend \u003Cstrong>Keep Gmail's copy in the Inbox\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Save Changes\u003C\u002Fstrong>.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Changes typically happen very quickly.\u003C\u002Fp>\u003Cp>\u003Cstrong class=\"ql-size-large\">Microsoft 365\u003C\u002Fstrong>\u003C\u002Fp>\u003Col>\u003Cli>Copy the Pleased forwarding address.\u003C\u002Fli>\u003Cli>Open the \u003Cstrong>Microsoft 365 Admin Center\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Go to \u003Cstrong>Users → Active users\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select the mailbox being connected to Pleased.\u003C\u002Fli>\u003Cli>Open the \u003Cstrong>Mail\u003C\u002Fstrong> tab.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Manage email forwarding\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Enable \u003Cstrong>Forward all emails sent to this mailbox\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Enter the Pleased forwarding address.\u003C\u002Fli>\u003Cli>We recommend to keep a copy in the original mailbox.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Save changes\u003C\u002Fstrong>.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>If your organisation has disabled external email forwarding, contact your Microsoft 365 administrator and ask them to allow forwarding to your Pleased email address.\u003C\u002Fp>\u003Cp>\u003Cstrong class=\"ql-size-large\">Microsoft Outlook\u003C\u002Fstrong>\u003C\u002Fp>\u003Col>\u003Cli>Copy the Pleased forwarding address.\u003C\u002Fli>\u003Cli>Sign in to \u003Cstrong>Outlook\u003C\u002Fstrong> using the mailbox you want to connect to Pleased.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Settings\u003C\u002Fstrong> in the top-right.\u003C\u002Fli>\u003Cli>Go to \u003Cstrong>Mail → Forwarding\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Turn on \u003Cstrong>Enable forwarding\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Enter the \u003Cstrong>Pleased forwarding address\u003C\u002Fstrong> provided during your email channel setup.\u003C\u002Fli>\u003Cli>We recommend to \u003Cstrong>Keep a copy of forwarded messages\u003C\u002Fstrong> if you want emails to remain available within Outlook.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Save\u003C\u002Fstrong>.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cstrong class=\"ql-size-large\">Apple Mail\u003C\u002Fstrong>\u003C\u002Fp>\u003Col>\u003Cli>Copy the Pleased forwarding address.\u003C\u002Fli>\u003Cli>Go to \u003Cstrong>iCloud.com\u002Fmail\u003C\u002Fstrong> and sign in to your Apple Account.\u003C\u002Fli>\u003Cli>Select the \u003Cstrong>Settings\u003C\u002Fstrong> button at the top of the Mailboxes list.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Mail Forwarding\u003C\u002Fstrong> from the sidebar.\u003C\u002Fli>\u003Cli>Enable \u003Cstrong>Forward my email to\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Enter the Pleased forwarding address.\u003C\u002Fli>\u003Cli>If you don't want emails retained within iCloud Mail, enable \u003Cstrong>Delete messages after forwarding\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Close Settings.\u003C\u002Fli>\u003C\u002Fol>\u003Ch2>Step 4 — Test and verify\u003C\u002Fh2>\u003Cp>Once forwarding is in place:\u003C\u002Fp>\u003Col>\u003Cli>Return to the email setup panel in Pleased.\u003C\u002Fli>\u003Cli>Select Send test email.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Pleased sends the test message itself and checks whether it arrives and creates a ticket. When the test succeeds, the address is marked Verified.\u003C\u002Fp>\u003Ch2>Understanding the statuses\u003C\u002Fh2>\u003Cdiv>Pending User Action - The address is saved and a forwarding alias exists, but the forwarding test has not been sent yet (or the address was edited and verification was reset). Provider confirmation mail, if any, does not change this.\u003C\u002Fdiv>\u003Cdiv>Pending Verification - Send test email succeeded. Pleased is waiting for that test to be forwarded back. The UI shows “Verifying now…” for up to 3 minutes.\u003C\u002Fdiv>\u003Cdiv>Verified - The forwarded test arrived, the token in the subject matched, and the address is live. Customer mail to it creates tickets.\u003C\u002Fdiv>\u003Cdiv>Failed - The test email could not be sent (SendGrid\u002Fsend error). \u003C\u002Fdiv>\u003Ch2>Editing or deleting an address\u003C\u002Fh2>\u003Cp>Open Settings > Channels > Email Setup, select the brand, then use the edit or delete icon beside the configuration. Deleting is confirmed by showing you the exact address being removed.\u003C\u002Fp>\u003Cp>Only delete an address when it is genuinely no longer in use — removing it stops Pleased receiving anything sent to it.\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>The address stays on Pending User Action. Check that the forwarding address was copied exactly, that forwarding is actually enabled at your provider, that any confirmation request was approved (it may be sitting in spam), and that you selected Send test email after finishing the forwarding setup.\u003C\u002Fp>\u003Cp>Customer replies open a new ticket instead of continuing the old one. Confirm forwarding is still active, the original inbound address has not been deleted, your outbound domain is verified, and that the customer is replying to the existing email thread rather than composing a fresh email.\u003C\u002Fp>\u003Cp>Agents cannot reply. Inbound alone is not enough — the brand also needs a verified outbound domain.\u003C\u002Fp>","2026-08-21T14:58:48.000+00:00",16,"2026-08-27T13:08:11.000+00:00",11,"Connor Paterson",[57],{"id":48,"brandId":18,"categoryId":58,"parentSectionId":32,"position":48,"title":59,"description":59,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},3,"Channel Setup",{"id":58,"brandId":18,"position":58,"title":61,"description":62,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Getting Started","Getting Started with Pleased",[64,65,68,71,74,77,80],{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":66,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":67,"titleTranslated":32,"position":66,"isDraft":43,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},72,"Setting up outbound emails",{"id":69,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":70,"titleTranslated":32,"position":69,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},73,"Setting up Telegram",{"id":72,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":73,"titleTranslated":32,"position":72,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},74,"Setting up the App Store",{"id":75,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":76,"titleTranslated":32,"position":75,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},75,"Setting up Webforms",{"id":78,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":79,"titleTranslated":32,"position":78,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},76,"Setting up X",{"id":81,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":82,"titleTranslated":32,"position":83,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},94,"Setting up Facebook",95,[]]