ConnectWiz for Email
Retire the shared password. Keep the shared inbox.
support@ deserves better than five people logged into one Gmail. ConnectWiz turns email threads into routed conversations — with real threading, your own sending identity, AI drafts, a proper mail client on desktop and mobile, and the honest limits written where you can read them.
Getting on
Two ways in today, a third being enabled — and one identity rule
Gmail, by OAuth
Sign in with Google and the mailbox connects — and stays genuinely two-way: archive, star, mark-read and trash actions in ConnectWiz reflect into the real mailbox.
Anything, by IMAP/SMTP
Custom domains, legacy hosts, weird setups — if it speaks IMAP and SMTP, it connects with credentials. Sent copies are even filed into the mailbox’s real Sent folder, discovered by standard, not guessed by name.
Outlook Being enabled
The Microsoft 365 integration — read, write and send through Graph — is code-complete and being switched on. Until it’s live for everyone, this badge stays; Outlook mailboxes connect via IMAP today.
Reply as the mailbox — or as you
An admin policy decides whether replies go out as the shared channel address or as the replying agent’s own mailbox — one interface, both identities, no forwarding theater.
Threads → conversations
Real threading, not subject-line guessing
Every outbound mail carries a proper minted Message-ID with In-Reply-To and References pointing at the customer’s mail — so their reply stitches back into the same conversation by standard, not by "Re: Re: Re:" pattern-matching.
Threads become conversations
Incoming mail maps onto the right conversation and contact automatically — no more "see forwarded thread below" archaeology, and the email history sits beside the same person’s chat and call history.
Attachments, both ways
Inbound files persist on the conversation; outbound compose carries attachments under your workspace’s limits. The corrected invoice actually arrives.
Reply, reply-all, forward
Full To/CC/BCC control, subject overrides and HTML bodies — the email verbs your team actually uses, recorded on the conversation.
Routing on arrival
Piping rules clean up subject delimiters, land mail in the right department and auto-apply tags — support@ and billing@ can share one workspace without sharing one pile.
Sent copies, with receipts
On IMAP mailboxes the sent copy is filed into your real Sent folder — and each message records whether that filing happened, was skipped or failed. A delivered mail is never re-labelled a failure because a copy couldn’t file.
The email knows about the WhatsApp
Email is a view of the same customer timeline as every other channel — so nobody asks the customer to re-summarize what they already said in chat last week.
The mail client
A real mail surface — not a chat bubble wearing a tie
Email has its own shape: folders, long threads, rich text, recipients. ConnectWiz ships an actual mail client for it — on desktop and as a first-class queue in the agent mobile app.
Folders & threads
Mailbox folders, threaded reading, and search across your mail — the mental model your team already has, inside the workspace they already use.
Rich-text composer
Formatting, recipient chips, attachments and drafts — email that looks like email when it lands, without leaving the desk.
Mail on mobile
The agent app carries mail as its own queue beside chats, calls and comments — the invoice question gets answered from the train, not "when I’m back at my desk".
Teamwork on top
Assignment, internal notes and departments work on email exactly as on every channel — ownership is explicit, so two agents never answer the same thread twice.
AI & campaigns
Drafts on demand. Newsletters through your own provider.
AI Write
Wiz drafts replies from your knowledge base, adjusts tone and translates — inside the composer, with a human always holding the send button.
Campaigns via your ESP
Newsletters and lifecycle mail send through your own connected provider — Resend, Brevo or Mailchimp — to audience segments, with consent honored automatically. Your list, your provider relationship, your deliverability.
Replies come home
Campaign replies land back in the shared inbox as conversations — because a newsletter answer is a sales conversation, and blast tools drop exactly those.
The honest fine print
What email sync really is — stated before you buy
Five-minute polling
Mailboxes are checked every five minutes — there’s no push. Email is the channel where minutes are fine; when seconds matter, that’s what your chat channels are for.
One desk, not two
Replies written in Gmail’s or Outlook’s own interface don’t flow back into the ConnectWiz thread — mailbox APIs don’t expose them reliably. Teams that answer from ConnectWiz get one complete history; split teams get split histories.
A seven-day reading window
The importer reads recent mail (the last week) with duplicate protection — connect the mailbox and keep it connected; a mailbox left dark for weeks can’t be back-read.
No signature manager yet
Outbound identity is address-level (From, Reply-To, CC/BCC) — a per-agent signature library isn’t built yet. We’d rather tell you here than let you discover it in week two.
Standard channel
What it costs
ConnectWiz side
- Email is a standard channel: one of your plan’s included picks, or $9/month as an add-on
- Multiple mailboxes can feed one workspace
- AI Write draws on your plan’s normal AI allowance
Sending side
Support replies go out through your own mailbox or SMTP — no per-message toll from us. Campaign sending bills through your own ESP account (Resend, Brevo, Mailchimp) at your negotiated rates; we add no markup on your traffic.
support@ can be a system, not a stress test.
Connect your mailbox and give email the same superpowers as your chat.