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ClickFix

Channels

Email channel

Connect your support mailbox to ClickFix by forwarding or over IMAP and SMTP, and verify your sender domain.

The email channel turns mail sent to your support address (e.g. support@yourcompany.com) into inbox conversations. Your replies reach the customer as email and stay in the same thread.

There are two connection methods:

MethodWhen
ForwardingYou forward your support address to a routing address unique to you. Recommended.
My own mailbox (IMAP + SMTP)ClickFix reads your mailbox over IMAP and sends replies over SMTP. Use it when you can't set up forwarding.

Connect with forwarding

  1. Choose Channels → Add channel → Email and set Connection method to Forwarding.
  2. In Routing address, enter the first part of the address (3-64 characters: lowercase letters, digits, dots or dashes). Leave it empty to have one generated.
  3. Fill in From address and From name. If the from address is empty, replies go out from the routing address.
  4. After Connect, the screen shows your routing address.
  5. In your mail provider (Google Workspace, Microsoft 365, Yandex, etc.) create a rule that forwards mail sent to your support address to that routing address.

The Reply-To address is always the routing address, so customer replies come back to ClickFix even before you set up forwarding.

Verify your sender domain

To send replies from your own domain (@yourcompany.com), verify it:

  1. In the channel settings, enter your domain under Sender domain and click Register.
  2. Add the DNS records listed on screen at your DNS provider.
  3. Click Verify. Once the status is Verified, replies are sent from your domain.

DNS changes can take from a few minutes to a few hours to propagate. If the status is Pending verification, try again later.

Your own SMTP server

Choose My own SMTP server as the sending provider to send replies through your SMTP server. You'll need the SMTP host, port, username, password and TLS mode.

Connect over IMAP and SMTP

  1. Set Connection method to My own mailbox (IMAP + SMTP).
  2. Under Incoming mail (IMAP) enter the IMAP host, port, username, password, TLS mode and the folder to read.
  3. Under Outgoing mail (SMTP) enter the SMTP details. The From address is usually the mailbox's own address.
  4. Optional settings:
    • Initial sync (days): how many days of mail to import on first connect (1-365, default 3).
    • Move after import: a folder imported messages are moved to.
    • Mark imported messages as read.
  5. Check the details with Test connection, then save.

For Gmail, Outlook and Yandex use an app password instead of your account password.

TLS mode can be Automatic (by port), SSL/TLS or STARTTLS. Passwords are stored encrypted; leave a password field empty when editing to keep the stored password.

How it works

  • Messages are threaded into the right conversation using the References, In-Reply-To and Message-ID headers.
  • Quoted history and signatures are stripped so you see the visible reply. CCs and attachments are kept.
  • Automatic replies (out-of-office, mailing lists) are ignored to prevent loops.
  • Bounced mail marks the related message as failed.