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Overview

To receive customer emails in Weav, you forward messages from your support address (e.g. support@yourdomain.com) to your Weav inbox address (e.g. @weav-mail.com). Weav then turns those emails into conversations in your inbox. What you need:
  1. Your Weav inbox address – You get this in Weav under Settings → Email. Add your support email address, then open Setup inbound messaging by clicking on the Verify button in the incoming column and copy the address shown (it looks like workspace@weav-mail.com).
  2. Admin or mailbox access at your email provider so you can change forwarding or routing rules.
  3. After configuring forwarding at your provider, return to Weav and use Send test email so Weav can verify that forwarding is working.
Use the instructions below for your provider. For Google Workspace and Microsoft 365, we include step-by-step guidance. For other providers (e.g. Gmail, Outlook.com, iCloud), we summarize options and limitations.

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Configure email forwarding in Google Workspace

This method is recommended for Google. It uses routing rules instead of a single mailbox, so it avoids per-user rate limits and you don’t need to create a dedicated mailbox. You need: Administrator access to Google Workspace.

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Step-by-step

  1. Log in to the Google Workspace Admin Console at https://admin.google.com/ with an admin account.
  2. Go to Apps → Google Workspace → Gmail.
  3. In the Gmail settings, find Default routing and click Configure to add a new routing rule.
  4. When adding the rule:
    • In Envelope recipient, enter the support address that should be forwarded (e.g. support@yourdomain.com).
    • Under the envelope recipient option, choose Change envelope recipient and in Replace recipient enter your Weav inbox address (the one you copied from Weav, e.g. yourworkspace@weav-mail.com).
    • Save the rule in the Admin Console.
  5. Edit the rule you just created and in Options set:
    • Perform this action on non-recognized and recognized addresses.
  6. In Weav, go to Settings → Email, open the inbound setup for that address, and click Send test email to verify forwarding.
  7. Check: In Gmail settings, ensure the option to disable forwarding is not turned on for the affected address, or it can block messages from reaching Weav.
Note: Changes in Google Workspace can take up to 24 hours to apply, though they often work sooner.

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Configure email forwarding in Microsoft 365

You need: Access to the Microsoft 365 Admin Center (admin or appropriate permissions).

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Step-by-step

  1. Log in to the Microsoft 365 Admin Center at https://admin.microsoft.com/ with your admin account.
  2. Choose the mailbox you want to forward:
    • Shared mailbox: Go to Teams & groups → Shared mailboxes, select the mailbox, then in Email forwarding click Edit.
    • User mailbox: Go to Users → Active users, select the user, open the Mail tab, and in Email forwarding click Manage email forwarding.
  3. Turn on Forward all email sent to this mailbox and enter your Weav inbox address (the one you copied from Weav). Save and exit the Admin Center.
  4. In Weav, go to Settings → Email, open the inbound setup for that address, and click Send test email to verify forwarding.
Important:
  • Configure forwarding in the Microsoft 365 Admin Center, not in Outlook on the web (OWA).
  • If you see “Your organization does not allow external forwarding”, your admin must allow external forwarding (e.g. in the Microsoft Defender portal under anti-spam outbound policy). Changes can take up to an hour to apply.
  • If your organization uses strict outbound policies, ensure automatic forwarding is allowed in the relevant anti-spam/outbound policy before verifying in Weav.

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Configure email forwarding in other providers

These methods work for low volume only. Provider rate limits can delay or block messages if you exceed them.

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Gmail (personal or non–Google Workspace)

  • Use Settings → Forwarding and POP/IMAP and add a forwarding address. Enter your Weav inbox address.
  • Be aware: Gmail limits how many messages you can send per day and how many recipients per message; forwarding counts toward those limits.
  • Avoid using Google Groups as the forwarding step if it changes the From header; that can break threading and identification in Weav. Prefer direct mailbox forwarding or, for higher volume, Google Workspace routing (see above).

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Outlook (outlook.com / personal)

  • Prefer redirect over forward when your provider offers both. Redirect keeps the original sender, so replies and threading in Weav stay correct. Forward can make messages appear “from” the mailbox and may break threading.
  • Configure in the web Outlook settings (e.g. Mail → Forwarding) and enter your Weav inbox address.

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iCloud Mail

  • Use Settings → Mail → Forwarding (or the equivalent in your iCloud Mail settings) and add your Weav inbox address.
  • Suitable for low volume; watch for any iCloud sending or forwarding limits.

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General recommendation

  • Use a direct mailbox for forwarding when possible so the original sender and headers are preserved.
  • Avoid setups that change or strip the From header (e.g. some Google Groups configurations). Use Google Workspace Default Routing for higher volume with a Gmail/Workspace address.