Channels are how customers reach your agent and how it answers back. Connect them once at the workspace level under Agent → Integrations, then assign each connection to the agent that should own it.
Splice does not read your mailbox. Instead your workspace gets a unique inbound address like ws-abc123@inbound.spliceai.co, and you forward mail to it. What forwards, forwards. Nothing else is ever visible to Splice.
The setup card walks three steps - Forward, Replies, Verify - with guides for:
| Provider | How forwarding is set up |
|---|---|
| Gmail | Settings → Forwarding and POP/IMAP → Add a forwarding address. Google emails a confirmation link. Splice catches it and shows a Verify button within about a minute. Then enable forwarding and keep Gmail's copy in the inbox. |
| Outlook | Settings → Mail → Forwarding. No confirmation code needed. On Exchange, use a Rule with 'Redirect to' instead. |
| Zoho, Yahoo, PrivateEmail | Each has its own step-by-step guide in the card. |
| Anything else | Use the generic guide - any provider that can forward will work. |
Keep a copy
Rotating the address breaks forwarding immediately
Receiving and sending are configured separately. Pick one sender per agent:
| Sender | Setup | Notes |
|---|---|---|
| Gmail (OAuth) | One-click connect and grant access. | Replies send from your Gmail address and land in your Sent folder. |
| Microsoft (OAuth) | Sign in with a work account. | Replies send from your Outlook address. |
| SMTP | Host, port, username, password - then Test connection. | For SendGrid, Mailgun, SES, Postmark, Zoho or your own server. Gmail needs an app password and port 465. Outlook SMTP uses 587. |
One sender per agent
Replies thread properly into the original conversation, and Splice never prepends "Re:" to a subject that already has one - the reply keeps the customer's exact subject line so their client groups it correctly.
WhatsApp runs on Meta's Cloud API and needs a Meta Business account plus a number that isn't already on consumer WhatsApp or WhatsApp Business.
Connect an Instagram professional account and DMs arrive in the inbox like any other channel. The same Meta messaging window applies: free-form replies inside it, nothing outside it. Instagram has no template equivalent, so an expired window means the conversation waits for the customer to write again.
Connect a number from Twilio, Plivo or Exotel and your agent can answer calls - real-time speech in, speech out - or place outbound campaign calls. Full detail is on the Voice page, including the connect wizard, voice selection and test calls.
The chat widget is a script tag on your site. It has its own page in these docs covering appearance, allowed domains, verified visitors and lead capture.
| Integration | What it unlocks |
|---|---|
| Google Calendar | The agent can check availability, book meetings and send invites during a conversation. |
| Campaign sender | A dedicated sending path for bulk email campaigns, kept separate from your day-to-day mailbox so a campaign can't damage its reputation. |
| Symptom | Likely cause |
|---|---|
| Inbound email never arrives | Forwarding isn't verified yet, or the rule filters more narrowly than you think. The card shows 'waiting for first email to verify'. |
| Replies aren't sending | No send mailbox bound to that agent - inbound and outbound are configured separately. |
| Connect says it's already in use | The connection is bound to another agent. Move it from the prompt, or pick a different one. |
| WhatsApp replies stop after a day | You're outside Meta's 24-hour window. Configure approved templates for follow-ups. |
| Everything is connected but nothing auto-replies | The agent is paused, or that channel's auto-reply toggle is off. Check the Autopilot sidebar. |