Getting Started with Canary for Support (Web App) - Help

The Canary Web App for Support allows users to access their shared inbox account and manage customer emails efficiently via the web. Follow this guide to set up and start using the web app.

Requesting Access

To use the Canary Web App for Support, you must first request access. Please fill out the Request Access form, and our team will provide the necessary details.

Step 1: Sign In

After receiving access, open the web app and sign in with your account.
If you use Gmail, select ‘Sign in with Gmail.’
If using any other provider, enter your email, and you’ll receive an activation link in your inbox. Click the link to proceed.

Step 2: Enter Details & Continue

Enter your details and select ‘Continue’.

Step 3: Connect Your Shared Inbox

Click ‘Continue’ to connect your shared inbox.
If you encounter issues, use the ‘Book a meeting’ option to get assistance from our team.

Step 4: Choose Your Email Provider

If the account you want to connect is Gmail, select ‘Gmail’.
If not, choose ‘Other email account’.

If you selected Gmail, click ‘Sign in with Gmail’ and grant the necessary permissions.
When prompted with ‘Select what Canary Mail can access’, choose ‘Select all’ and then click ‘Sign in with Google.’

Step 5: Finalize Shared Inbox Setup

Edit the ‘Inbox Name’ (this will be visible to your team members).
Select a color for your inbox (this color will appear in the Canary in-app mail list).
Your shared inbox is now successfully connected!

Step 6: Invite Your Team

Add the email addresses of your teammates to send them an invitation.
Alternatively, you can invite them later.

Step 7: User Invitation Email

Invited users will receive a ‘Getting Started’ email with instructions on how to access the Shared Inbox.

Step 8: You’re All Set!

Your shared inbox is ready for use.
To manage team access and settings, use the Admin Console (details provided upon access).
If you also need to set up the macOS app, refer to this guide.

Managing Shared Inbox via Admin Console

Admin Console Features

1. Inbox Settings

Change the Inbox Name, Color, and Access Permissions.
Use Folders to map the Inbox Path and Sent Path.
If syncing issues arise, use the refresh icon to Force Sync folders

2. AI Chatbot

Train the chatbot by adding URLs, sitemaps, and text-based materials.
Under Chat Sources, view details of what the bot has been trained on.

3. Automations

Set up automated responses for:
- New Tickets
- Pending Tickets (configure when and how reminders should be sent)
- Solved Tickets (send CSAT surveys for user feedback on support quality)

4. Analytics

Track team performance.
Monitor individual contributions.
Analyze overall support efficiency.

Need Help?

If you face any issues, feel free to reach out to us at hey@canarymail.io or book a meeting with us for further assistance.