Use a Redirect Rule at Amazon WorkMail

This article describes how to create a redirect rule in the Amazon WorkMail Web Application to move your email into Help Scout. Note that this is different than a forwarding rule in Amazon WorkMail. The redirect rule insures that Help Scout is able to properly process your email. 

Note: Once you've enabled the redirect rule, you should be completely hands-off in Amazon WorkMail. Do not reply to or modify any conversations in Amazon WorkMail, as this will break the Help Scout conversation link. Replies or updates might go missing if you're not working exclusively from Help Scout.


First things first: Make sure you have followed the first steps in Connect Your Custom Address and you have your Help Scout Inbox Address ready. 

Click on the gear icon in the upper right-hand corner to open the Settings pages. 

Click Email rules in the left side navigation menu, then + New to start a New email rule. 


Give your rule a name. Select is sent to... from the Conditions dropdown list, then click Select recipient(s) and select your Inbox address from the Amazon WorkMail Global Address List. Click the To button at the bottom to populate your Inbox address in the box, then click Ok


Select Redirect the message to... from the Actions dropdown list, then click Select recipient(s) and paste in the Help Scout forwarding address you copied in Step 2. Click the To button for Amazon WorkMail to validate the address (you will see a green check mark appear before the forwarding address), then click Ok


Click Ok to close the Email rule window, then click Save changes to save your rule.


That will do it - head back into Help Scout to see your emails in your Inbox! 

Next steps: Set up DKIM to allow Help Scout servers to send email on your behalf, or set up a Custom SMTP server to have your email sent from your own provider.

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