Disable email auto-forwarding

Overview

Each Ortto account includes a Talk inbox where emails forwarded from an external address are received. These emails appear as conversations in the agent UI, allowing users to manage customer queries efficiently.

If you no longer want to forward emails from your connected email address to Ortto, you need to:

1. Disconnect the email address in Ortto.
2. Disable email forwarding with your email provider.

Disconnect the email address in Ortto

To prevent forwarded emails from reaching your Talk inbox, follow these steps to disconnect your email address in Ortto:

1. Go to Settings > Inbox > Email addresses.
2. Find the relevant email address and click the … (more menu).
3. Select Disconnect from the options.
4. A confirmation popup will appear. Make sure to also disable email forwarding with your email provider.
5. Check the box to confirm, then click Disconnect.

Once disconnected, the email address will be removed from your list.

Disable email forwarding from your email provider

When you disconnect an email address in Ortto, make sure to disable email forwarding with your email provider. Here are guides for popular providers:

• Google Workspaces.
• Google Groups.
• Microsoft Outlook.
• DNS email forwarding.

Google Workspaces

1. Log in to admin.google.com as the Workspace administrator.
2. Go to Admin console > Apps > Google workspace > Gmail > Default routing.
3. Find the relevant rule and click Disable or Delete.

Google Groups

1. Log in to admin.google.com as the Google workspace administrator with access to Google groups.
2. Click on Groups.
3. In the groups list, click on the name of the specific group.
4. In the group dashboard, go to Members.
5. Select the checkbox next to the member using the orttotalk email address
   1. (e.g., "inbox@youraccount.orttotalk.com").
6. Click Remove member.

Microsoft Outlook

1. Open Microsoft outlook and ensure you are in the mailbox where automatic email forwarding is set up.
2. Go to the Home tab.
3. Click on Rules > Manage rules and alerts.
4. In the Rules and alerts window, go to the Email rules tab.
5. Select the rule you wish to delete.
6. Click Delete > OK or Yes to confirm.

DNS email

Setting up email forwarding via DNS (Domain Name System) varies by provider, but typically involves configuring an email alias with your Ortto Talk inbox address. Here’s how you can disable DNS email forwarding with popular providers:

Google Domains:

1. Log in to your Google domains dashboard.
2. Navigate to Email > Email forwarding.
3. Remove the Ortto Talk inbox email alias.
4. Refer to Google’s Forward your emails from email aliases article for detailed instructions.

Namecheap:

1. Sign in to your Namecheap account.
2. Go to Domain list > Manage.
3. Locate your Email alias under the Domain tab and click the X to remove it.
4. Check Namecheap’s How to set up free email forwarding article for assistance.

CloudFlare:

• Refer to Cloudflare’s article Disable Email Routing for instructions on how to disable email routing.