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Open your agent and go to Settings → Email. Centillion prepares its inbox when an Owner or Member first opens this page, including for existing agents. If prompted to retry setup, choose Enable email channel. This page holds the generated agent address and the company addresses you want to use for replies. Configure how the agent answers in Channels → Email. Automatic email replies require Hobby or above and spend message credits. Helpdesk tools require Standard or above. Check the workspace’s plan and balances before testing the full reply flow. You need access to the support mailbox or its mail routing rules and to the DNS provider for the company domain. If different teams manage them, share the forwarding guide with your mail administrator and the DNS guide with your domain administrator. Adding, editing, verifying, or removing addresses requires the Owner or Member role in Centillion. Viewers can read the settings. See workspace roles.

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The generated agent address

Copy the Agent email shown on the page. It belongs to this agent and is the destination for your forwarding rules. Use the address displayed in your account rather than an address from an example. When the email service is available, Centillion provisions the generated address automatically and prepares Helpdesk for incoming email. Its automatic replies start paused. Enable them when you are ready to test. You cannot remove this address. If you previously disabled Helpdesk, choose Enable email channel to enable it again. Opening this page does not turn a disabled Helpdesk back on. You can send a test message directly to the generated address before setting up a company domain. To have customers see support@example.com as the sender, complete the custom address setup below and select it in the email channel.

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Add an email address

  1. In Email configuration, choose New email address.
  2. Enter the full company address, such as support@example.com.
  3. Choose Continue to save the address and open the forwarding step.
Centillion takes the domain from the address. A workspace can have up to 3 custom domains, with up to 20 email addresses per domain. Different agents in the same workspace share these limits. Use a domain your organization controls. You cannot authenticate a public provider’s domain, such as gmail.com or outlook.com, as your company domain. You can authorize an existing Google or Microsoft inbox through Connect email instead.

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Verify automatic forwarding

Forwarding delivers incoming customer messages to Centillion. Domain authentication alone does not deliver mail.
  1. Copy the generated agent address in the setup drawer.
  2. Open your mail provider and forward the company address to that exact destination.
  3. Complete any confirmation the provider requires. A provider may send a confirmation email to the generated address; open the conversation in Centillion to find the code or confirmation link.
  4. Return to the drawer and choose Verify automatic forwarding.
  5. Wait for the verification message to pass through your forwarding rule, then check forwarding again.
Centillion sends a verification message to the company address and waits for the same message to arrive at the generated address. Entering the address or sending an unrelated message does not complete this check. A check expires after 30 minutes; start a new one if it expires before the rule is ready. Use Google Workspace, Gmail, Microsoft 365, Yahoo, or Proton instructions to configure the provider. Verify every address you add. Forwarding working for support@example.com does not prove that billing@example.com forwards too.

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Authenticate the domain

After forwarding is verified, continue to Authenticate domain. Centillion shows the DNS records that let it send from your company address.
  1. Copy each record’s type, name, value, and priority when shown.
  2. Add the records at the DNS provider that hosts this domain.
  3. Return to the setup drawer and choose Validate.
  4. Check the result for each record. Correct any invalid record and validate again.
DKIM signs messages, SPF authorizes the sending infrastructure, and DMARC sets the domain’s authentication policy. Copy the actual values shown in Centillion; the record type and destination depend on the mail service. DNS changes may take 24 to 48 hours to propagate. A pending record immediately after saving is not proof that the value is wrong. The DNS guide explains how to check records and avoid common provider mistakes. Authentication belongs to the domain. When you add another address on a domain that is already authenticated, you still verify its forwarding, but you do not need to publish a second set of domain records.

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Understand the status table

The Email configuration card groups addresses by domain. The domain heading shows its authentication state. Each address has its own automatic-forwarding state. An address with a configuration warning should not be used as a custom sender until the failing checks are resolved. Review status again after a mail provider migration or DNS change.

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Edit or remove an address

Use the edit control on an address to reopen its setup steps, check forwarding, or inspect the domain’s records. Use the delete control to remove an address. Removing the last address on a domain across the workspace also removes that domain from the configuration and frees its domain slot. A domain used by another agent keeps its slot. Update any forwarding rule that still points to the generated address when you no longer want mail imported. Removing an address from Centillion does not remove a mailbox, provider rule, or DNS record. Review your channel and Helpdesk sender selections after removal.

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Test the complete route

  1. Choose the verified address in Channels → Email → Manage, then enable replies.
  2. Send a new email to the company address from another account.
  3. Confirm it appears under Conversations.
  4. Check the reply in the sending account. Confirm the From name, sender address, signature, and disclaimer.
  5. Reply again and confirm that the existing conversation receives the message.
  6. Take over in Helpdesk and send a manual reply. Confirm that it reaches the same thread and does not carry the AI composition disclaimer.
The Playground Email preview checks formatting. It does not generate email answers or replace this delivery test.
Last modified on October 13, 2026