Replies by email land on the case
The desk sends branded emails for confirmations and replies. With an inbound email service, requesters answer them from their own mail program and the answer is added to the case.
How it works
The desk doesn’t run a mail server. Cloudflare Email Routing, Resend, Mailgun or Postmark receives the email and posts it to the desk. Every case has its own reply address, used as Reply-To, and the emails are threaded.
The desk checks SPF, DKIM and DMARC itself and removes the quoted text and signature, for Gmail, Outlook and Apple Mail in all four languages. The reply is then added as if it was written on the case page: the case opens again, automations for "The customer replies" run, and webhooks and notifications go out.
Anything doubtful waits in Email review instead: no matching case, a different sender, a sender that couldn’t be verified, or too many emails on one case. Auto-replies and the desk’s own mail are ignored, bounces are flagged on the requester, and a reply to a closed case opens a linked follow-up.
What it includes
Four providers
Cloudflare Email Routing (with a Worker in the repository), Resend, Mailgun or Postmark.
Reply domains per brand
One reply domain for the installation, or one per brand.
Clean replies
Quoted text and signatures removed, so the case shows only what was written.
Sender checks
SPF, DKIM and DMARC checked by the desk, with unverified senders held if you choose.
Email review
Add a held email to a case, add the sender as a contact, or discard it.
Loop protection
Auto-replies are recognised, and a burst of emails on one case is held.
People in copy
Requesters add people in copy, and they can reply by email too.
Housekeeping
Original emails are kept for 30 days and then removed.
