Moving your existing support inbox to AcornReply

Switching to AcornReply doesn't mean changing your support address or telling customers anything new. You point your existing email at AcornReply, and everything keeps working — the change is invisible to the people writing in.

The key idea: forwarding

Every workspace has its own inbound address, based on your slug — something like [email protected]. Instead of replacing your public support address, you forward it here. Customers keep emailing [email protected]; those messages flow into AcornReply, and your replies go back out under your own name and address.

Setting up the forward

Find your inbound address under Settings → Channels (or Settings → Workspace).
In your email provider, add a forwarding rule to it:
- Gmail: Settings → Forwarding and POP/IMAP → add the address.
- Outlook: Inbox → Rules → forward to the address.
- Most other providers have an equivalent "forward all mail" setting.
If your provider sends a verification email, it lands right in your AcornReply inbox — confirm it there, then switch the rule on.

From that point, new customer emails appear as conversations in AcornReply.

What customers see

Nothing changes for them. Replies are sent from your workspace's address using the From display name you set in Settings → Workspace, so it reads as a normal email from your team — not from AcornReply. When they reply, it lands back in the same conversation automatically.

Bring your existing answers

If you already have a help center or a spreadsheet of common answers, import them so the AI can start drafting from day one. AcornReply supports CSV import and Crisp import under Settings → Knowledge. See Importing your existing content.

Changed your mind about the slug later?

You can rename a workspace without breaking anything. AcornReply remembers every slug a workspace has used, so the old forwarding address and old contact URL keep routing to the same inbox — update your forwarding rules whenever it's convenient.

Next steps

Add a few teammates in Settings → Members.
Turn on notifications so nothing slips by while you're getting used to the new inbox.
Consider connecting a contact form or chat widget as a second channel — see How customers reach you.