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Migrate an existing shared support inbox to Typewise: connect the channel, create one Specialist, add minimal knowledge, test, and roll out gradually.
Setting up email for the first time? Start with Set up email.

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Prerequisites

  • Access to your email provider and DNS manager
  • Permission to add forwarding rules and update DNS records
  • A test cohort (internal addresses or sub-alias) for validation

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Step 1: Connect the support inbox

  1. Go to Email Channel (Behavior → Channels → Email)
  2. Follow the setup wizard to add your support email
  3. Add required DNS records
  4. Wait for verification (Ready status)
Email channel connected Expected outcome: Your Typewise inbox receives test emails. See: Set up email for DNS details.

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Step 2: Set up safe forwarding

Route only test traffic to Typewise while keeping your existing inbox operational. Option A: Alias-based routing (recommended) Create a test alias (e.g., [email protected]) and forward only that alias. Test without affecting production. Option B: Percentage-based routing If supported, forward 5-10% of traffic to Typewise. Option C: Internal-only testing Forward only emails from internal addresses. Expected outcome: Test emails arrive in Typewise; production continues to existing inbox.

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Step 3: Create one Specialist

Choose your highest-volume question category.
  1. Go to Specialists (sidebar → Specialists)
  2. Click + Create Specialist
  3. Configure:
    • Name: e.g., “Order Status Inquiries”
    • When to use: “Customer asks about order status, shipping, or delivery”
    • Instructions: Steps for handling the request
  4. Add handoff triggers for edge cases
Specialist configuration Example instructions: 
1. Greet the customer and ask for their order number
2. Look up the order status using @Order Lookup
3. Provide status and expected delivery date
4. If delayed, apologize and explain
5. Hand off to a human agent if:
   - Customer requests cancellation
   - Order is missing or damaged
   - Issue can't be resolved
Expected outcome: One Specialist ready to handle inquiries. See: Specialists

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Step 4: Add minimal knowledge

Add one FAQ or help document.
  1. Go to Knowledge Hub (sidebar → Knowledge)
  2. Click Add source
  3. Add your FAQ page or authoritative document
  4. Wait for processing
Knowledge source added Expected outcome: The AI Agent can reference your knowledge. See: Knowledge

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Step 5: Test in the Simulator

Test before going live.
  1. Go to Simulator (sidebar → Simulator)
  2. Click + New Conversation
  3. Select your Specialist and Email channel
  4. Type realistic customer messages
Simulator test conversation Test scenarios:
  • Straightforward question the Specialist should handle
  • Edge case that should trigger handoff
  • Question requiring knowledge lookup
Check:
  • Does it cite correct knowledge sources?
  • Does it hand off when appropriate?
  • Are responses accurate?
Expected outcome: Specialist handles common cases and hands off appropriately. See: Simulator

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Step 6: Configure handoff triggers

Route sensitive cases to human agents.
  1. In Specialist instructions, define handoff conditions
  2. Common triggers:
    • Refund or cancellation requests
    • Complaints or escalations
    • Questions outside scope
    • Customer requests human agent
Example: 
Hand off to a human agent immediately if:
- Customer expresses frustration
- Refund over $100
- Requires internal system access
- Customer asks for human assistance
Expected outcome: Clear boundaries between AI and human handling.

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Step 7: Roll out gradually

Increase traffic incrementally.
PhaseTrafficDurationSuccess criteria
15-10%1 weekNo major issues
225%1 weekConsistent quality
350%1 weekTeam comfortable
4100%OngoingMigration complete
Monitor:
  • Resolution rate (AI vs. handed off)
  • Customer satisfaction
  • Response accuracy
  • Handoff appropriateness
Expected outcome: Verified performance at each stage.

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Step 8: Verify deliverability and archiving

Confirm emails deliver and are tracked. Deliverability:
  • Send test emails, verify arrival (not spam)
  • Check SPF/DKIM/DMARC with MXToolbox
  • Monitor bounce rates
Archiving:
  • Verify tickets in All Tickets with full history
  • If connected to CRM, confirm sync
Expected outcome: Reliable delivery and recording.

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Checklist

  • Email channel verified (Ready status)
  • Test forwarding working
  • One Specialist configured with handoff triggers
  • Knowledge source added and processed
  • Simulator tests passed
  • Gradual rollout plan in place
  • Deliverability verified (SPF/DKIM/DMARC)
  • Archiving confirmed

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Next steps