Forwarding hacks break threads
The classic "forward your support@ to a helpdesk" pattern strips DKIM, mangles reply-to, and lands replies in spam. Customers see a generic platform address — your brand disappears.
Customer Email That Just Works.
Connect Google Workspace in one click — no DNS setup needed — or verify a custom domain and route inbound mail straight to the right queue. Either way, AI drafts replies, agents send from your real address, and every thread lives in your unified inbox.
1-clickGoogle Workspace connect
0DNS records (Gmail mode)
<60sReal-time inbound via Pub/Sub
∞Aliases per domain
Common Challenges
DNS setup is a roadblock for non-technical teams
SPF, DKIM, DMARC, return-path — most small businesses don't have someone who can set these up correctly. Helpdesks that require it lose trials at the email step.
Inbound mail goes to one big bucket
Without alias-aware routing, billing@ and support@ pile into the same queue. Specialised agents can't pick up just their work, and SLAs can't be channel-specific.
Sending limits and deliverability issues
Generic SMTP relays get throttled, blocklisted, or land in promotions. Customers don't see your reply, and you don't know it.
Features
Connect Google Workspace in one click
Standard OAuth — no DNS, no MX changes. Outbound replies send from your actual mailbox; inbound mail creates conversations automatically.
Real-time inbound via Pub/Sub
When configured, Gmail push notifications create conversations within seconds. Falls back to a 60-second polling worker if push is unavailable.
Custom domains with DKIM / SPF
Add your domain (e.g. yourcompany.com), copy the DNS records, click Verify. Replies send from support@yourcompany.com with full deliverability.
Alias-based queue routing
Map billing@yourcompany.com → Billing queue, support@ → Support, returns@ → RMA. Inbound mail lands directly in the right place — no manual triage.
Encrypted token storage
OAuth tokens are encrypted at rest with a Fernet master key. Disconnect any time — we revoke the watch and delete the credential.
AI replies on every thread
AI summaries, reply suggestions, and the AI Pause toggle work identically on email — same UX as chat, SMS, WhatsApp, and voice.
How We Compare
| One-click Google Workspace connect (no DNS) | Yes |
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| Custom domain DKIM / SPF in dashboard | Yes |
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| Alias → queue routing in UI | Yes |
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| Real-time inbound (push, not polling) | Yes |
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| AI reply + AI Pause on email | Yes |
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Frequently Asked Questions
Do I need to change my MX records to use email support?
No, if you use the Gmail integration. Connect via OAuth in Settings → Email and inbound email is captured via Gmail Pub/Sub push — no DNS changes required. For custom domain, you add SPF and DKIM records but not MX.
Can multiple email addresses route to different queues?
Yes. In Settings → Email → Routing Aliases, map each address (billing@, support@, returns@) to a specific queue. Inbound mail lands in the right place automatically — no manual triage.
What email address do customers see when agents reply?
For Gmail: replies come from your actual Gmail address (e.g., support@yourcompany.com). For custom domain: replies send from the verified address via Resend, properly signed with DKIM.
Does the AI work on email threads?
Yes. Email threads receive the same AI treatment as chat — auto-summary, AI Pause toggle, reply suggestions, and AI-drafted responses. The agent approves or edits before sending.
How long until an inbound email appears in the inbox?
With Gmail Pub/Sub push enabled, typically under 60 seconds. A polling worker provides a 60-second fallback if push is unavailable.
Can I connect multiple email addresses or domains?
Yes. Each address or domain is configured independently in Settings → Email. Multiple Gmail connections and multiple custom domains are supported — each routing to a different queue.
Connect Your Email in Two Minutes
Settings → Email → Connect Gmail (or add a custom domain). Replies go out from your real address; inbound mail routes to the right queue automatically.
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