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Connect your domain so email sent to addresses like [email protected] becomes conversations in the inbox, and replies go back out from your own domain.

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Connect a domain

1

Open email settings

In the agent console, go to Settings → Channels → Email.
2

Add your domain

Enter the domain you send and receive support email from, for example yourcompany.com.
3

Add the DNS records

Add the DNS records shown (for domain verification and sending authentication). Verification completes once the records propagate.
Once verified, inbound email to your connected addresses opens conversations, and agent replies are sent from your domain so they thread correctly in the customer’s mailbox.

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Routing inbound email

You can route email sent to a specific address to a group of agents. Pair an address such as [email protected] with an agent group so those conversations land with the right team.

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Conversations from email

Email conversations carry a subject line, shown as the conversation title. Replies reuse the original threading headers so they stay in the same thread on the customer’s side.
Email replies are sent from the address the customer originally wrote to when it can be determined, falling back to your domain’s default sending address.