Managing mailboxes, brands, or languages using inboxes

An Inbox represents a brand, a mailbox or a team of people. Each inbox has it's own configuration and team members.

Managing inboxes

You can add and update inboxes from the setting tab.

From the bottom left corner of the screen, click the cog icon on app navigation bar.

From the sidebar on the left, click on Inboxes option under the Product section:

Create a new inbox

From the top right of the inboxes page, click the Add Inbox button.

From here, you can set inbox name, sending address, and add users who should have access to it. Once, you click save, the system will guide you through the next steps, such as setting up forwarding, email verification etc.

Adding or removing users from an inbox

When editing an inbox, select Permissions on the sidebar.

Then, click Add User in the Users section and select a user.
To remove a user, click the remove link beside the user's name.

From the same permissions page, you can also choose whether the non-admin users should be allowed to edit the private notes after saving them.

General Inbox Settings

Whenever a user sends a reply in Enchant, the system uses the email settings of the inbox the ticket is associated with.

Email Address

The emails address that your customers will see in the "From" field for all emails they receive from this inbox.

User From Name

This controls what name your customers will see in the "From" field when a user sends an email from the system.

Placeholders that are available for the User From Name field:

  • {{user.first_name}}: First name of the user

  • {{user.last_name}}: Last name of the user

  • {{user.first_initial}}: First initial of the user

  • {{user.last_initial}}: Last initial of the user

In the default configuration, Enchant uses placeholders to insert the user's full name. If you prefer to only show your company name in the "From" field, you can update the value of this field to your company name.

System From Name

This controls what name your customers will see in the "From" field when an automated email (like an auto reply) is sent by the system.


Each Inbox comes with a language that is used to translate all the customer visible interfaces such as satisfaction rating forms, messenger interface, and knowledge base website. We provide built-in support for 20 languages.

Receiving Email

Enchant provides a forwarding address for each email address (eg: help@your-domain.com) that you manage using Enchant. To get your email into Enchant, you would setup your email address to automatically forward to the corresponding forwarding address.

If you have additional email addresses that get delivered to the same inbox, you should setup aliases for these in the Forwarding Addresses section of the Sending / Receiving tab:

Sending Email

Enchant can either send email through it's own servers or through your SMTP servers.

If sending through Enchant's email servers, we recommend adding an SPF record to your domain's DNS settings that says that we'll be sending email on your behalf. Specifically, add the following TXT record:

v=spf1 include:enchanthq.net ~all

Changing the order of your inboxes

The inboxes appear in the same order for all the users that belong to them. You can change the order of the inboxes clicking on the Sort button.

A sort popup is shown with the inboxes that can be re-ordered by simply dragging and dropping them.