Email support

Email support

Connect your support inbox so customer emails become conversations and tickets in your dashboard — and your team replies from your own business email address, not a generic relay. There are two one-time steps: forwarding (so we receive email) and domain verification (so we can send as you).

Prerequisites

• A website in your workspace. Email is connected under a website (it groups the conversations and tickets). Create one under Websites → New Website if you haven't.
• A business domain you control the DNS for (e.g. yourbusiness.com). This is required to send replies as your own address. A bare @gmail.com / @outlook.com consumer address can't be verified for sending.

Step 1 — Receive email (forwarding)

1. Open Email in the dashboard sidebar and click Add email, then pick the website to connect.
2. Copy your unique forwarding address (e.g. web_xxxx@inbound.iotabot.com).
3. In your email provider's settings (Gmail, Outlook, or anywhere), add a rule that forwards your support inbox to that address.

That's it for inbound — no mailbox password is ever shared with us. Every forwarded email becomes a conversation and an auto-created ticket, threaded so each reply stays on the same ticket.

Step 2 — Reply from your own address (domain verification)

1. On the same Email page, enter your business domain and a reply-from name, then click Add domain.
2. You'll get two DNS records (an SPF and a DKIM record). Add them once in your domain's DNS panel — GoDaddy, Cloudflare, Route 53, or wherever your DNS lives.
3. Click Verify now. Once the records are detected (DNS can take a few minutes to a few hours), the status flips to Verified and replying by email is unlocked.

After verification, replies you send from a conversation go out through your verified domain — properly SPF/DKIM-signed, so they land in the customer's inbox looking exactly like mail you sent yourself, and threaded onto the original conversation. You can attach files to email replies too.

Where to click, start to finish

Email (sidebar) → Add email → pick a website → copy the forwarding address into your mail provider's forwarding rule → back on the Email page, add your sending domain → paste the SPF & DKIM records into your DNS → Verify now → reply to customers from the Conversations inbox.