Get customer emails into Nemma

How it fits together

You do not switch email provider, and your support address stays where it is. You set up forwarding so that a copy of every customer email also lands on your unique Nemma address. From there, Nemma creates a case in your Inbox - with an AI draft ready if the category is on Draft or Auto-send.

Find your Nemma address

The address is your own and cannot be guessed. You can find it in two places:

• In setup, in the step Receive messages from your customers
• Under Settings → Channels → Email, in the The Nemma address card

In both places the address sits on its own line with a Copy button. Use it, so the address is copied exactly.

Set up forwarding in Gmail

1. Copy your Nemma address.
2. Open Gmail for your support address, click the gear at the top right and choose See all settings.
3. Open the tab Forwarding and POP/IMAP.
4. Click Add a forwarding address, paste the Nemma address and click Next, Proceed, OK.
5. Google now sends a confirmation email to the Nemma address. It shows up in Nemma - see the next section.
6. Confirm in Gmail: paste the code under Forwarding and POP/IMAP and click Verify. You can also open the link in the email - copy it into your browser.
7. If the options are greyed out, click Refresh your browser. Then choose Forward a copy of incoming mail to your Nemma address, and choose keep Gmail's copy in the Inbox in the dropdown next to it. That way you lose nothing.
8. Scroll down and click Save Changes.

A Gmail account can only forward to one address.

If you use Google Workspace and forwarding is blocked, your administrator has to allow Automatic forwarding in the Admin console: Apps → Google Workspace → Gmail → End User Access. It is on by default.

Where is Gmail's confirmation code?

The confirmation email does not land in your own inbox. It is sent to the Nemma address, so Nemma shows it to you. The email contains both a link and a code.

Stay on the step Receive messages from your customers. While you wait, it says Waiting for the first email. When Google's email lands, it switches to First email received, and you can see the content of the email. The code is picked out automatically and shown with a Copy code button.

The step looks for Google's confirmation email among the newest emails that have arrived at the address. That also applies if customer emails are already coming in - you still get Google's email with the code shown. If Google's email has not arrived yet, the step shows the newest email instead, so you can see that mail is actually coming in.

The same guides are under Settings → Channels → Email if you need to set up a forwarding later. The guide stays open as long as the card shows Waiting for the first email. If the channel is already receiving emails, it is collapsed behind Show the forwarding guide. There you choose your email provider (Gmail, Outlook, Simply or one.com), and Google's confirmation email appears in your Inbox as an ordinary case instead of on the page. Open it, copy the code and paste it into Gmail.

Other email providers

Outlook / Microsoft 365

1. Open Outlook on the web, click the gear (Settings) and choose Mail → Forwarding.
2. Switch on Enable forwarding, paste the Nemma address and click Save.

No code is needed here. Under Settings → Channels you can also connect the mailbox directly with the Microsoft 365 channel - see below.

Microsoft 365 for business blocks automatic forwarding to external addresses by default. Emails are then rejected with "5.7.520 Access denied, Your organization does not allow external forwarding". The administrator fixes it in Microsoft Defender: Email & collaboration → Policies & rules → Threat policies → Anti-spam → Anti-spam outbound policy (Default) → Forwarding rules → set Automatic forwarding rules to On - Forwarding is enabled.

For a shared support mailbox, the administrator sets up forwarding in the Exchange admin center: Recipients → Mailboxes → choose the mailbox → Mailbox → Email forwarding.

Simply.com

1. Go to Control panel → E-mail → Domain settings → Forwardings.
2. Add a forwarding from your support address (E-mail address) to the Nemma address (Forward a copy to).

One.com

1. Go to Control panel → E-mail, click the three dots next to the mailbox and choose Forwards.
2. Add the Nemma address.
3. One.com sends a confirmation email with a link to the Nemma address. It shows up in Nemma in the same way as Gmail's email. Open the link - copy it into your browser.

Microsoft 365 and Facebook/Instagram

Under Settings → Channels, each channel has its own card: Email and, once Nemma has opened them up, Microsoft 365 and Facebook and Instagram. Only the owner can connect them.

• Microsoft 365 - instead of a forwarding, you connect the support mailbox with Connect Microsoft 365. Nemma only asks to read email, and replies are still sent from your Nemma address. Once the mailbox is connected, remove any forwarding from it to the Nemma address. Otherwise every email comes in through two doors and becomes two cases. The card only exists once Nemma has opened up the Microsoft 365 connection. If it is missing, use forwarding as described above.
• Facebook and Instagram - click Connect Facebook and log in with the Facebook account that manages the shop's page. Instagram comes along if the account is linked to the page. Choose the page and click Connect the page. Messages from Messenger and Instagram land in your Inbox. Replies are sent back in the customer's own thread. Meta allows replies for 24 hours after the customer's latest message; after that you can only reply when the customer writes again. The card only exists once Nemma has opened up the connection. See the full walkthrough in Messenger and Instagram.

Check that it works

Send a test email to your support address. Under Settings → Channels, the Email card shows a status line. It changes from Waiting for the first email to Receiving emails as soon as the first email has landed, and the email shows up in your Inbox at the same time.

To see the setup again, look under Getting started in the menu (the Set up Nemma group). Once setup is completely finished, Getting started is hidden in the menu. Then the address and the forwarding guide are under Settings → Channels → Email.