Connect your support address, for example support@yourcompany.com, so every email becomes a ticket in your shared inbox and your replies go back to the customer by email.
How it works
Kora Reply gives each email inbox its own private forwarding address. You keep your existing mailbox and simply forward its mail to that address. Customers keep writing to the address they already know.
Set it up
- In your workspace, open Email channel in the sidebar and click Create forwarding address. Owners and admins can do this; the Free plan includes one email inbox.
- Copy the forwarding address (it looks like in-...@korareply.com). Keep it private: anyone who knows it can create tickets. You can replace it at any time from the same page.
- In your email provider (Google Workspace, Microsoft 365 or another host), set up automatic forwarding from your support address to the forwarding address. Some providers ask you to confirm the forwarding address first: the confirmation email arrives in your Kora Reply inbox as a ticket.
- Send a test email to your support address from a personal account. It should appear in the inbox as a new ticket within a minute or two.
Replies and threading
- When you reply to an email ticket, the customer receives your reply by email from "Your workspace via Kora Reply". Sending from your own domain is not available yet.
- Every ticket has its own reply address, and the subject carries the ticket number, for example [#12]. When the customer answers, the message joins the same ticket instead of creating a new one. Kora Reply also follows the standard email reply headers.
- If the customer writes again after a ticket was closed, a new follow-up ticket is created and linked to the old one.
- Attachments up to 10 MB each are kept and can be downloaded from the ticket. Program files such as .exe or .js are not stored, and the ticket shows why.
- Internal notes are never included in emails.
- Automatic replies (out-of-office messages, mailing lists) are recognized and labeled auto-reply. Kora Reply never answers them automatically, so they cannot start reply loops. Mail that fails sender checks (SPF, DKIM, DMARC) is labeled spam-suspected and goes to the Spam folder in the sidebar, together with mail from senders you blocked. Forwarded mail with a valid DKIM signature stays in the inbox.
- Spam folder and blocked senders: open a conversation in Spam and choose Not spam to move it to the inbox, or Block sender on any email ticket (in its details). Owners and admins manage the blocked addresses and domains under Email channel. Nothing in Spam gets an automatic answer or a response target.
Sending limits
Outbound email has a daily limit per plan: 20 per day on Free, 200 on Starter and 500 on Team. Account emails such as invites and password resets are always sent first, then replies from your team, then AI assistant answers, then the optional daily digest (Notifications page). If you go over the limit, extra replies are queued and sent when the next day starts, and nothing is lost. See Plans and limits.
Before you start
You need a confirmed email address on your Kora Reply account to send email replies to customers.
Troubleshooting
- Test email did not arrive: check that forwarding is switched on and points to the exact forwarding address shown in your inbox settings.
- Replies land in the customer's spam folder: tell us at hello@korareply.com and we will check the delivery for your workspace.