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Forward incoming mail from your company address to the Agent email shown in Settings → Email. Keep that page open while configuring your provider so you can copy the exact destination and verify the rule afterward. Forwarding setup does not enable AI replies. Enable them in the email channel after checking your plan and credit balance; automatic email replies require Hobby or above. A typical route is customer → support@example.com → your generated agent address. Forward the original message automatically. Manually forwarding a copy from your own mailbox does not prove that future customer mail will follow the rule.

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Google Workspace

Use Default routing in the Google Admin console when you administer a Workspace domain. Routing can accept a support address without creating a separate user mailbox for it.
  1. Sign in to the Google Admin console as an administrator.
  2. Open Apps → Google Workspace → Gmail → Default routing.
  3. Choose Configure or add another rule.
  4. Match the envelope recipient to the company address, such as support@example.com.
  5. Choose Change envelope recipient, then Replace recipient. Enter the generated agent address copied from Centillion.
  6. Apply the rule to non-recognized and recognized addresses if the support address should work whether or not a Workspace mailbox exists for it.
  7. Save the rule.
  8. Return to Centillion, choose Verify automatic forwarding, and check again after the verification message arrives.
Google routing changes can take up to 24 hours. Scope the rule to the support address you are adding; a domain-wide rule would redirect other company mail too.

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Gmail mailbox forwarding

Use mailbox forwarding if you manage an individual Gmail inbox instead of domain routing. For a Google Workspace address, your administrator may need to allow forwarding first.
  1. In Gmail on the web, open Settings → See all settings → Forwarding and POP/IMAP.
  2. Choose Add a forwarding address and enter the generated agent address.
  3. Google sends a confirmation to that address. Open the corresponding conversation in Centillion and use its code or confirmation link.
  4. Return to Gmail and select Forward a copy of incoming mail to the verified destination. Choose whether to keep a copy in Gmail.
  5. Save the changes. Adding and confirming the address alone does not turn forwarding on.
  6. Return to Centillion and run the forwarding verification.
See Google’s forwarding instructions for the current interface and account restrictions.

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Messages in Gmail spam

Gmail does not automatically forward messages it marks as spam. If a customer’s message is absent from Centillion, check Gmail’s Spam folder first. For a dedicated support inbox that should forward every incoming message, you can add a Gmail filter under Filters and Blocked Addresses. A size rule of less than 200 MB matches incoming Gmail messages. Select Never send it to Spam, then create the filter. This changes Gmail’s spam handling for that inbox; turn on Centillion’s spam detection if you want suspected spam held for review after forwarding. For a shared personal or mixed-purpose mailbox, use a filter limited to the support recipient instead. Keep the original mailbox available while you test that important customer messages reach Centillion.

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Outlook and Microsoft 365

For Outlook on the web or new Outlook, open Settings → Mail → Forwarding, enable forwarding, and enter the generated agent address. Save the setting and keep a copy of forwarded mail if your team needs one in Outlook. Classic Outlook can use a rule instead. Follow Microsoft’s automatic-forwarding instructions for your version. Prefer a server-side rule that continues to run when Outlook is closed.

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Allow external forwarding for a work account

Microsoft 365 can block external automatic forwarding even when the mailbox setting is enabled. A Microsoft 365 administrator must allow the support mailbox to forward to the generated agent address.
  1. Sign in to the Microsoft Defender portal.
  2. Open Email & collaboration → Policies & rules → Threat policies → Anti-spam.
  3. Open the outbound spam policy that applies to the support mailbox.
  4. Edit its protection settings and set Automatic forwarding rules to On: Forwarding is enabled.
  5. Save the policy and confirm that the mailbox is included in its scope.
  6. Return to Centillion and run the forwarding check again.
A custom outbound policy can allow forwarding only for the support users or groups. If your organization also restricts forwarding through Exchange remote domains, ask the administrator to allow the generated address’s domain there as well. A remote-domain exception does not override an outbound spam policy that blocks forwarding. The error 5.7.520 Access denied, Your organization does not allow external forwarding means the organization is blocking the rule. Check the sender’s non-delivery report and ask the administrator to review the effective policy. See Microsoft’s external-forwarding policy guide.

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Yahoo Mail

Automatic forwarding availability depends on your Yahoo account and plan. Follow Yahoo’s forwarding guide.
  1. Open Yahoo Mail’s mailbox settings and locate forwarding.
  2. Enter the generated agent address as the destination.
  3. Complete any destination confirmation Yahoo sends. The confirmation arrives in your agent’s conversations.
  4. Enable and save the rule, then run Centillion’s forwarding check.
If the forwarding control is unavailable, review the account’s plan eligibility or use a company mail provider that supports automatic routing.

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Proton Mail

Follow Proton’s forwarding guide for plan requirements and current restrictions.
  1. Open Proton Mail’s settings and find Forwarding and auto-reply.
  2. Add a forwarding rule with the generated agent address as its destination.
  3. Complete the destination confirmation sent to your agent’s conversations.
  4. Enable the rule and save it.
  5. Return to Centillion and complete its forwarding verification.
Review Proton’s explanation of encryption when forwarding outside Proton. Use a supported company address for a custom sender; a proton.me address does not give you control of that domain’s DNS. A Centillion Owner or Member must run the forwarding check in the agent settings. Access to your mail provider alone does not grant permission to change Centillion settings. See workspace roles.

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Finish in Centillion

Provider confirmation and Centillion verification are separate steps. First confirm and enable the provider’s rule. Then use Verify automatic forwarding in Settings → Email so Centillion can check that a message reached the agent. After forwarding passes, authenticate the domain and choose the address in the email channel. Each additional address needs its own forwarding rule and check, even on an already authenticated domain. Test a forwarded message with an attachment as well as a plain-text message. Forwarded files use the email attachment limits, and files the agent cannot read need your team’s review. For human handoff, open Tools and create or edit a Create ticket action. Include Email in its channels and save and enable it. If your team answers in Zendesk, follow Zendesk email handoff to connect that destination and test ticket creation and replies.

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When verification does not pass

  • Copy the generated destination again and check for a typo or an old agent address.
  • Confirm the rule is enabled, not just saved as a possible destination.
  • Approve any verification message from the provider in the agent’s conversations.
  • Check rules that move, delete, or reject messages before forwarding.
  • For Gmail, inspect Spam. For Microsoft 365, check the external-forwarding policy.
  • Allow time for provider changes, then start a fresh check if the previous one expired.
Do not forward the generated agent address back to the company mailbox. That creates a loop. The company address should forward into Centillion, and Centillion sends the reply to the customer.
Last modified on October 13, 2026