Set up conversations

Set up conversations when you want Spark to send and receive customer messages from Conversations. Choose or manage the sending address in Settings > Messaging, then use Conversations as the inbox and reply workspace.

Choose how email should send

Use a Spark mailbox when you want Spark to manage the address for you. Use Connect existing email when you want outbound templates, campaign messages, and replies to come from an address your clients already know.

Supported linked-email options start with:

• Google Workspace or Gmail.
• Microsoft 365 or Outlook.
• IMAP/SMTP for other mailbox providers when app passwords or equivalent credentials are available.

Choose the Spark mailbox name

1. Open Settings > Messaging.
2. Enter the mailbox name you want to use.
3. Check whether the name is available.
4. Review the full address preview so you know what clients will see.
5. If Spark offers suggestions, choose one if it fits your business better.

The mailbox uses Spark’s provider mail domain, such as pro.mimbbo.com in production or the matching environment domain outside production.

Connect an existing email address

1. Open Settings > Messaging.
2. Find linked email sender setup.
3. Select Google, Microsoft 365, or IMAP/SMTP.
4. Complete the provider authorization or credential setup.
5. Make the connected address the default sender.

After the address is connected, Spark sends email templates, campaign messages, and conversation replies from that linked address. Spark also keeps its own conversation copy so the inbox, client history, campaign results, and Auni context continue to work even if the provider mailbox changes later.

Fix common setup issues

• If the field is blank, Spark will not continue.
• If the name is unavailable, choose a different one before you enable conversations.
• If Spark blocks a restricted term, remove it from the mailbox name.
• If the mailbox is not configured yet, email replies stay unavailable.

Enable conversations

1. Review the From and Reply-to preview in Messaging settings.
2. Enable conversations.
3. Wait for Spark to finish the setup.

What happens next

• Conversations becomes available for normal inbox work.
• New email threads use the selected Spark mailbox or linked email address.
• Replies to customer emails come back into Conversations when Spark receives or syncs them.
• If SMS is enabled in your workspace, it is available as a separate channel.

Linked email analytics limits

Linked email does not use Spark’s SES delivery pipeline, so some message telemetry is limited.

• Spark records queued, sent or provider-accepted, failed, inbound received, and replied events.
• Spark stores the rendered outbound subject and body, sender account, recipients, provider message id when available, attachments metadata, and conversation timestamps.
• Delivery, bounce, complaint, open, and click tracking may be unavailable unless the linked provider exposes it or Spark can infer it from mailbox replies.
• Spam, virus, SPF, DKIM, and DMARC verdicts are not available from Spark’s SES receipt rules for linked-account inbound mail.