The support mailbox is where Avvi sends anything escalated from a conversation. When a client’s own staff member asks Avvi for something it cannot do, this is the address that receives the request.

Leaving it unset removes that route entirely. The user is told to contact their administrator directly, and nothing tells you the attempt happened.

The same address also receives the daily summary, so an unset mailbox quietly stops that too.

Before you begin

You need global or master administrator access to save this. The card appears for everybody and only refuses when you save.

Have a mailbox that can receive mail. Avvi sends to it and does not create it.

Use a shared mailbox rather than an individual’s. Requests going to somebody on holiday is the failure this avoids.

Set the mailbox

1. Open Settings and find the Support mailbox card.
2. Turn on Send support email. Leaving it off stops all outbound support mail regardless of the address.
3. Enter the address in the Mailbox field.
4. Select Save mailbox. The message “Mailbox saved” appears once it has been stored.

The value stays after a reload once it has saved.

Good to know

A user reporting that support is not configured for their organisation, or that a request went nowhere, is describing this setting being unset.

Turning Send support email off and saving stops all outbound support mail, and it also clears the stored address. Note the address down before you do that, because you will have to enter it again.

Changing the delivery method only changes the route the mail takes. It does not silence anything.

Verify it worked

Reload Settings and confirm the address is still there.

Ask Avvi, in a client conversation, to send a request to the support team. The message should arrive in the mailbox within a few minutes.

If something doesn’t look right

If a control is greyed out, your account is not allowed to change it. The setting is not broken and nothing is missing from the page.

If a setting is absent rather than greyed, the feature is switched off for your whole organisation rather than for you.

If the control works and saving fails, Avvi replies “Master admin access required”. That is the same permission problem, reported when you save rather than before.

If a user reports being told that support is not configured for their organisation, one of three things is off: the Send support email switch, the address itself, or the escalation type in What to send. Only the last has its own message, so check the switch and the address together.

If nothing arrives and all three look right, confirm the mailbox exists and can receive external mail.

If the daily summary also stopped, that is the same cause rather than a separate fault.

If none of that explains it, open a support conversation from the Help drawer. Include the address you set and roughly when you tested it.

FAQ

Q: The setting is greyed out and I cannot change it.

A: Your account is not allowed to change that setting. Ask an administrator with full access to change it for you, or to add your group to the permission.

Q: Who do I ask to get access?

A: Any administrator with full access in Avvi. Tell them which setting you were trying to reach and what you needed to change.

Q: Can each client have its own address?

A: The organisation’s address is used by default, and a client can be given its own under that client’s email settings, which wins for that client. The daily summary always goes to the organisation’s address.

Q: What happens if I never set it?

A: Users are told to contact their administrator directly, and the daily summary is never sent.

Q: Does the mailbox need a licence?

A: A shared mailbox that can receive mail is enough. Where your organisation sends through its own Microsoft 365, the mailbox has to exist there.