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Outlook AliasUpdated a month ago

If you're using an Outlook Alias email address, this guide will help you set up forwarding for it - you'll need to be logged into Gorgias as an Admin and be logged into the Outlook inbox for the alias you're trying to integrate.

An alias is an alternative email address that feeds into a primary inbox - if you have one inbox but can send and receive emails from multiple addresses, one or more of these are most likely to be an alias.

If you're using an alias and want to:

  • Integrate all emails with Gorgias we recommend using the forwarding setting in Outlook. You'll also need to set up integrations in Gorgias for each email address.
  • Only integrate one of these addresses, we recommend using the rules setting in Outlook. You'll only need to create an integration for the email you wish to connect to Gorgias.

If you're integrating an Alias address [email protected] which is also flowing into your main inbox [email protected], you'll receive emails sent to the alias only and you will only be able to respond from the alias address. The main inbox [email protected] in this case is a standalone email address and should be integrated into Gorgias using a direct email integration.

If you integrate [email protected], you'll also receive all emails sent to [email protected] in Gorgias as well, however, you'll only be able to respond from [email protected].

If you want to set up Rules and Views only for your alias [email protected] and not to use that email address to reply to emails, you can always set up forwarding from Gorgias' end only, and leave it unverified - that way, you won't receive duplicated tickets, only the ones sent to [email protected], but you'll be able to filter out emails sent to the alias address.


1. Navigate to Settings -> Channels -> Email.

2. Click on Add Email Address in the top right corner.

3. Click on Connect Other Email Provider.

4. Enter your information into the designated fields - you'll be entering the email address of the Alias as the email address here.

5. Click on Connect This Email Account.

6. Copy the Gorgias default address that's displayed on your screen (it'll look like a long email with a bunch of numbers and letters).

7. Open your Outlook inbox

8. Click on Settings -> View all Outlook Settings.

9. Click on Rules -> Add New Rule.

10. Set up your rule parameters and save your changes:

  • Add a name
  • Add a condition (To -> enter the email address you wish to integrate)
  • Add an action (Redirect to → enter your Gorgias default email)

11. Save your changes.

12. Navigate back to your Gorgias account and wait 30 seconds for the verification process to complete - if the page doesn't change, try refreshing your page.

13. If nothing happens, feel free to click Re-Send Verification

Domain Verification

All forwarding integrations require domain verification, to ensure maximum deliverability of emails - please check out our dedicated article and go through the steps there.

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