How to Connect Your Shopify Store via Email Forwarding

Time-Saver Benefit

Keep using your brand's support email while centralizing your team's workflow. Email forwarding routes your storefront customer emails into Engage. Support agents can collaborate on tickets from one dashboard, while customers receive replies directly in their personal inboxes.

Step 1: How Email Forwarding Works

Under this setup, your customer email flow is simple:1. Customers send support requests to your usual address (e.g., support@yourstore.com).2. Your email hosting provider forwards these emails automatically to your unique Engage address (platform.UserID@whatsales.com).3. Agents reply inside Engage, and the customer receives the response directly in their inbox.

Step 2: Shopify Setup Options

There are two options to choose from:Option 1: Change Store Contact EmailIn your Shopify Admin, go to Settings → Store details, and change the contact email to your Engage forwarding address. Best for new stores or dedicated support setups.Option 2: Email Forwarding (Recommended)Keep your current contact email on Shopify, and set up a redirect or forwarding rule in your email hosting provider (such as Gmail, Outlook, or cPanel) to forward all incoming emails to your Engage forwarding address. Best for existing stores.

Step 3: Replying to Customers

Once forwarding is configured, all customer storefront emails will generate tickets inside Engage.Support agents can assign, tag, and reply to these tickets using canned templates and attachments.Customers will see replies sent back to their email inbox normally, keeping their experience seamless.

You're all set! As soon as email forwarding is configured, storefront customer emails will automatically populate your Engage tickets inbox.