Digital Worker Email

A Digital Worker can handle customer email two ways — by connecting an email account over OAuth, or by forwarding support mail to it (or both at once). This guide covers when to use each, how the options appear on the worker, how to set them up, how to reply from a different address, and what the full flow looks like.

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The two modes

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Which should you use?

• Connect an email account when the worker should work a specific, real mailbox and reply from that exact address — a named or shared mailbox you can authorize over OAuth (read + send). No DNS setup is required; replies come from the connected mailbox itself.
• Use forwarding when you have a shared support inbox (like support@acme.com) that you’d rather forward than connect directly, and you want replies to go out from your own verified domain. This needs a verified sending domain (DNS) and a forwarding rule in your mail system.
• If your support address is a group or distribution list (for example, a Google Group), use forwarding — a group has no mailbox to connect over OAuth.
• You can run both — for example, connect one mailbox directly and forward another.

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How the email options appear on the worker

Open Digital Workers, select your worker, and go to the Email tab. Turn on the master Email toggle to reveal three sections: Scan connected mailboxes, Receive forwarded email, and Auto-reply on hold (an optional acknowledgement sent in-thread when a reply is held for a human).

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Prerequisites

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Option 1 — Connect an email account

The worker watches a mailbox you connect and replies from the address each email arrived at.

1. On the Email tab, turn on Email, then turn on Scan connected mailboxes.
2. Under Monitored mailboxes, click Add mailbox.
3. In the picker, choose an already-connected mailbox, or use Connect a new Gmail mailbox / Connect a new Microsoft 365 mailbox to authorize one (a Google or Microsoft sign-in opens; this OAuth step happens in Statisfy). Only mailboxes connected with both read and send permission appear here — each is shown with Reads / Sends tags (see the Email tab above).
4. If a mailbox shows “Missing read and/or send permission — reconnect to update,” reconnect it with both permissions.

How replies work. When mail arrives at a monitored mailbox and resolves to a customer, the worker replies from that same mailbox — the address the email arrived at. If that mailbox can’t send, the reply is held in the worker pool for a teammate instead.

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Option 2 — Forwarding

You forward your shared support inbox (for example, support@acme.com) to a unique Statisfy address, and the worker replies from your own domain.

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Step 1 — Verify your sending domain (DNS)

Replies go out from your own domain, so Statisfy only sends from a verified domain. Until you have at least one, the Receive forwarded email toggle stays locked.

1. Go to Settings → DNS.
2. Add your domain (for example, acme.com) and copy the generated Type / Host / Value records into your DNS provider.
3. Click Verify. Verification can take up to ~24 hours; the domain shows Verified when it completes.

For the full walkthrough, see DNS Setup.

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Step 2 — Set the company address

On the Email tab, turn on Receive forwarded email, then set the company address — your shared support inbox, the address you forward mail from.

1. In Company address (required), type the local part (for example, support).
2. Pick one of your verified domains from the dropdown.
3. Confirm the summary line — for example, “Replies will come from customersuccess@sentriq.site.”

When the worker replies on its own, it sends as this address. (When a teammate sends a reply from a different mailbox, your company address is added to CC so it stays on the thread — see Replying from a different address.)

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Step 3 — Copy your forwarding address

In the Forwarding address box, click copy. The address is unique to your workspace and looks like dw-<your-workspace-id>@dw.statisfy.dev.

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Step 4 — Set up the forwarding route

Create a forwarding rule so mail that arrives at your support inbox is also delivered to the forwarding address, keeping delivery to the original inbox so your team still sees it.

Google Workspace (Gmail)

Set the route up in the Google Admin console:

1. Go to Apps → Google Workspace → Gmail → Routing (admin.google.com/ac/apps/gmail/routing).
2. Under Email forwarding using recipient address map, click Add and map your support address (customersuccess@sentriq.site) → the Statisfy forwarding address (dw-…@dw.statisfy.dev).
3. Set Messages affected to All incoming messages, and keep Also route to original destination checked.
4. Click Save.

Microsoft 365 / Outlook

Set up a mail flow rule in the Exchange admin center:

1. Go to the Exchange admin center → Mail flow → Rules.
2. Add a new rule (Create a new rule).
3. Condition — The recipient is your support address.
4. Action — Bcc the message to (or add a copy to) the Statisfy forwarding address. Using Bcc/copy rather than a plain redirect keeps the mail flowing to your team as well.
5. Save and enable the rule.

Microsoft 365 blocks automatic external forwarding by default. An admin may need to allow it for the forwarding address (in the outbound spam / remote-domain settings) before mail will leave your tenant.

How replies work. The worker replies as your company address over a verified domain. If the company address is unset or its domain isn’t verified, the reply is held for a human rather than sent.

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Replying from a different address

Autonomous replies always use the mode’s default sender (the arrival mailbox for a connected account; the company address for forwarding). To send from a different address, a teammate opens the held conversation in the worker pool, where a From picker appears:

• The From dropdown (“Select a From address”) chooses the sending address.
• For forwarded mail, the default is your company address (labeled “(company address)”).
• You can switch to any connected send-capable mailbox — a Gmail address, or an Outlook one (labeled “(Outlook)”).
• The Send button reflects the choice: Send via Gmail, Send via Outlook, or Send. Pick a From address first, or you’ll see “Choose a From address before sending.”
• For forwarded mail, if you send from a mailbox other than the company address, the company address is added to CC so the thread stays on your shared inbox.

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Watch conversations in the worker pool

To see every conversation your Digital Workers are managing, open the Digital Workers tab in the top navigation (next to Dashboard) — this is your worker pool. Open a conversation to read the thread and see its Status (for example, NEEDS RESPONSE when a reply is waiting on a human, or IN PROGRESS), Assignee, and Digital owner (the worker). This is also where held replies are reviewed and sent.

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See it end to end

Here’s what each mode looks like in practice, using a worker named Rosie. This is also how you test the setup — send a message from an external address (ideally a synced customer domain) and follow it through.

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Forwarding

A customer emails your shared support inbox (customersuccess@sentriq.site): The message shows up in the worker pool. If it’s held for review, a teammate opens it, picks the From address, and sends (see Replying from a different address). The reply is delivered from your company address:

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Connected mailbox

A customer emails a monitored mailbox (navin@sentriq.site): The worker drafts a reply in the worker pool. A teammate reviews it and clicks Send via Gmail (the button matches the mailbox’s provider): The reply is sent as a real email from that mailbox — it lands in the customer’s inbox and in the mailbox’s Sent items:

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Troubleshooting

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