Docs / Conversations / Getting started

Connect email, SMS and social

Put your mailbox, SMS number and social inboxes into the same thread as your calls and chats.

Which channels can I connect?

Every credential you enter is encrypted before it is stored. You can disconnect a channel at any time and nothing is sent from it again.

  • Email, using your own mailbox over SMTP for sending and IMAP for receiving.
  • SMS, using your own Twilio number.
  • WhatsApp, Facebook Messenger and Instagram direct messages.

How do I connect a mailbox?

Replies come back into the same conversation rather than a separate inbox, so the whole exchange is on the contact.

  1. Open Settings and choose Channels.
  2. Pick Email and enter your SMTP and IMAP details, or sign in if your provider supports it.
  3. Send yourself a test message to confirm both directions work.

What happens when someone replies?

The reply lands in Conversations against that contact. If an automation was waiting for a reply, it wakes immediately and carries on. If a teammate is watching the thread, they can take over from the agent at any point and type themselves.

Still stuck? Email hello@workflowhq.co - a real person replies, usually within a few hours.