> ## Documentation Index
> Fetch the complete documentation index at: https://docs.typewise.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Migrate a shared support inbox to Typewise

> Safely move from a shared support email to Typewise with minimal risk

Migrate an existing shared support inbox to Typewise: connect the channel,
create one Specialist, add minimal knowledge, test, and roll out gradually.

<Note>
  Setting up email for the first time? Start with [Set up
  email](/guides/channels/setup-email).
</Note>

## 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

## Step 1: Connect the support inbox

1. Go to [Email Channel](https://platform.typewise.app/channels/email) (Behavior
   → Channels → Email)
2. Follow the setup wizard to add your support email
3. Add required DNS records
4. Wait for verification (**Ready** status)

<img src="https://mintcdn.com/typewise/ht7a5v6EXYgQrv7K/images/documentation/channels/email/email-configuration.webp?fit=max&auto=format&n=ht7a5v6EXYgQrv7K&q=85&s=58deb5da715150d264a4bb303107f4b5" alt="Email channel connected" width="2580" height="2068" data-path="images/documentation/channels/email/email-configuration.webp" />

**Expected outcome:** Your Typewise inbox receives test emails.

See: [Set up email](/guides/channels/setup-email) for DNS details.

## 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., `support+tw@yourcompany.com`) 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.

## Step 3: Create one Specialist

Choose your highest-volume question category.

1. Go to [Specialists](https://platform.typewise.app/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

<img src="https://mintcdn.com/typewise/ht7a5v6EXYgQrv7K/images/documentation/behavior/specialists/specialist-form.webp?fit=max&auto=format&n=ht7a5v6EXYgQrv7K&q=85&s=9453af84d99fc090649af0aa8b236374" alt="Specialist configuration" width="2160" height="1822" data-path="images/documentation/behavior/specialists/specialist-form.webp" />

**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](/documentation/behavior/specialists)

## Step 4: Add minimal knowledge

Add one FAQ or help document.

1. Go to [Knowledge Hub](https://platform.typewise.app/knowledge-hub) (sidebar →
   Knowledge)
2. Click **Add source**
3. Add your FAQ page or authoritative document
4. Wait for processing

<img src="https://mintcdn.com/typewise/ht7a5v6EXYgQrv7K/images/documentation/knowledge/introduction/add-text-source.webp?fit=max&auto=format&n=ht7a5v6EXYgQrv7K&q=85&s=e09f4648517117cea2629f6303a90a46" alt="Knowledge source added" width="1806" height="2438" data-path="images/documentation/knowledge/introduction/add-text-source.webp" />

**Expected outcome:** The AI Agent can reference your knowledge.

See: [Knowledge](/documentation/knowledge/overview)

## Step 5: Test in the Simulator

Test before going live.

1. Go to [Simulator](https://platform.typewise.app/simulator) (sidebar →
   Simulator)
2. Click **+ New Conversation**
3. Select your Specialist and Email channel
4. Type realistic customer messages

<img src="https://mintcdn.com/typewise/7smR80F1uCxda2L3/images/guides/migrate-to-typewise/migrate-shared-inbox-to-typewise/simulator-conversation.webp?fit=max&auto=format&n=7smR80F1uCxda2L3&q=85&s=6409ae039e5eb3e4f2ea80d82b45c5b3" alt="Simulator test conversation" width="2688" height="2402" data-path="images/guides/migrate-to-typewise/migrate-shared-inbox-to-typewise/simulator-conversation.webp" />

**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](/documentation/testing-and-feedback/simulator)

## 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.

## Step 7: Roll out gradually

Increase traffic incrementally.

| Phase | Traffic | Duration | Success criteria   |
| :---- | :------ | :------- | :----------------- |
| 1     | 5-10%   | 1 week   | No major issues    |
| 2     | 25%     | 1 week   | Consistent quality |
| 3     | 50%     | 1 week   | Team comfortable   |
| 4     | 100%    | Ongoing  | Migration complete |

**Monitor:**

* Resolution rate (AI vs. handed off)
* Customer satisfaction
* Response accuracy
* Handoff appropriateness

**Expected outcome:** Verified performance at each stage.

## 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](https://mxtoolbox.com/)
* Monitor bounce rates

**Archiving:**

* Verify tickets in [All Tickets](https://platform.typewise.app/tickets) with
  full history
* If connected to CRM, confirm sync

**Expected outcome:** Reliable delivery and recording.

***

## 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

## Next steps

* Add more Specialists for other categories
* Expand knowledge based on gaps
* Connect
  [Parcel Tracking](/documentation/integrations/supported/parcel-tracking)
* Configure [User Management](/documentation/settings/user-management)