Email

Simplify the process of managing incoming emails, creating conversations, and handling tickets. DevRev's email integration works with various email providers, including Google Workspace, Microsoft Outlook, Yahoo Mail, Zoho Mail, and custom domain email services. DevRev enables you to connect your support, sales, or any email address ensuring that all queries are efficiently handled without ever leaving the DevRev app. When an external user sends you an email, DevRev uses their email address to determine their association with your workspace and generates either a conversation or a ticket directly in your workspace. This process streamlines the management of incoming email requests, ensuring they are addressed promptly and accurately.

For more information, refer to the Email snap-in on the DevRev marketplace.

Adhering to DMARC standards

By verifying the association of external users with your workspace through their email addresses, DevRev establishes a secure and efficient method for generating conversations or tickets. Regardless of your chosen email service, DevRev empowers you to build trust with mailbox providers and recipients, reducing the likelihood of your emails being marked as spam and safeguarding your brand identity by adhering to DMARC standards.

Your inbox after email integration

When an external user sends an email to your organization's support email address, DevRev identifies whether the user is a part of your workspace with the help of their email address and creates a conversation or a ticket in your workspace. If the user isn't part of your workspace, the account of the user gets identified by using their email domain. DevRev creates the user in your workspace and all their conversations/tickets can be found in your workspace. The conversations show up in Support > Inbox and the tickets in Support > Tickets.

Reply to the email never having to leave the conversation. Meanwhile, the DevRev AI bot sends an automated reply, borrowing some time for response and requesting any additional information that may help in the customer’s inquiry.

Now, when customers reach out to your organization, they receive replies directly from your organization's email address. This ensures a professional and personalized experience, strengthening your brand image and fostering better customer engagement.

Let's set up the email integration for you

Follow these two steps to get your own unified space for managing all end-user communication.

Create a new connection

In DevRev app, go to Integrations > Connections and click + Connection.
Select Email service and enter your connection name. Click Connect.

This opens the Email Domain Configuration box. Here you can see the records that you have to add to your domain’s DNS settings.
In the DNS settings of your domain provider, copy and paste the Name and the Value from your DevRev app, selecting the appropriate record Type. Select the TTL as required. Repeat the steps for all 6 records and click Save. Then click Verify on your DevRev app.

The verification process may take some time. If the verification does not work instantly, retry after some time.

This confirmation indicates that the connection is ready.

1 DNS records configuration verified successfully

Add DNS records

This section provides a step-by-step guide on adding DNS records for your email provider, ensuring smooth email integration and authentication.

Log in to Google Domains.
Select the domain that you want to change and go to Menu > DNS > Resource records > Custom records > Manage records. If you don’t have any resource records yet, click Custom Records.
For each record set, edit the Type, TTL, or Data fields directly. Alternatively, you can create the new records by clicking Create new record and selecting the types mentioned for each record in the Email Domain Configuration box from the DevRev app.
Copy and paste the "name/host" and "value" from the box into their respective fields and save the changes.
To add another record, click Create new record and then Save. Confirm that the altered resource record is now visible.
Click Verify in your DevRev app.

Troubleshoot DNS record configuration

When setting up DNS records for DMARC configuration, it's important to ensure the correct format to avoid any issues. Here are some common troubleshooting tips for setting up DNS records:

Some DNS providers automatically append the domain name at the end when adding DNS keys. For example, if your domain is support@example.com ensure that the DNS key is added as support@example.com and not support@example.com.example.com. This duplication can cause validation errors.
Double-check that the DNS record is correctly formatted according to the instructions provided by DevRev. Any mistakes or incorrect formatting can lead to DNS record validation failures.
Take note of the TTL value specified during the DNS record configuration. Changes to DNS records may take some time to propagate across different DNS servers due to the TTL. Be patient and allow sufficient time for the changes to take effect.
If you encounter any issues with DNS record validation, you can try clearing your DNS cache from your servers or workstations. This helps ensure that your DNS queries fetch the latest DNS information without any cached records causing conflicts.

Conversation and ticket creation for emails

Whether to create a conversation or a ticket depends on the nature of the emails received at a specific email address. Refer to the table below for guidelines to help you make this determination.

This configuration operates at the email address level, ensuring that all emails are sent to the designated address consistently.

You can choose either a conversation or ticket creation method for a single email address, but not both simultaneously. When needed, you can link a conversation to a ticket. This is particularly useful if you decide to use conversations for all your communication requirements.

Characteristic	Conversation	Ticket
Nature of communication	For ongoing dialogues where timely, back-and-forth responses are anticipated.	For specific problems, issues, or requests needing structured resolution.
Duration & resolution	Resolved in a single session or a few quick responses.	Issues that take time, involve multiple steps, or need intervention from different teams.
Tracking & reporting needs	Primarily to document a discussion without extensive tracking.	Requires structured follow-ups, escalations, and clear paths to resolution.
Examples	Product inquiries, general feedback, clarification requests.	Technical issues, billing disputes, service complaints, and complex inquiries.

Read more about conversations and tickets.

Configure email integration

Go to Settings > Snap-ins. In the top-right corner, click Explore Marketplace.
Scroll down the page to find the Email Integration snap-in and click Install.
In the Connections tab, select the connection that you created. You could create a new connection here as well.
In the Configuration tab, enter your organization’s email address in the Primary Email Address field in the following format: Company name <company-name@example.com>.
Select Ticket or Conversation from the menu in Primary Use Case. Additionally, you can add your organization's additional email address in Additional Emails for Tickets and Additional Emails for Conversations if you want to create multiple tickets/conversations.
Select Default part and Default Owner to which the tickets/conversations will be assigned.
(Optional) Enable Allow automations to send emails and personalize the Auto reply message to greet your customers when they reach out for support. Tailor the message to include relevant information or instructions that may assist them further.
Enable Link new contacts to account to use the domain of the sender's email to link them to an existing account or create a new account.

DevRev does not create accounts for common domains such as gmail.com or yahoo.com.

You can also specify a signature (plain text or HTML) to append to outgoing emails from the support address.

Example email HTML signature

1 <table
2   style="font-family: Arial, Helvetica, sans-serif; font-size: 12px; border: solid; border-width: 1px; border-color: gray"
3 >
4   <tr>
5     <td style="padding-right: 20px">
6       <img
7         src="https://d36urhup7zbd7q.cloudfront.net/a/bb923e8f-0044-4646-a84e-3a8128d90971.png#logo"
8         alt="DevRev"
9         width="30"
10       />
11     </td>
12     <td style="padding-right: 20px">DevRev</td>
13     <td style="padding-right: 20px">
14       <a href="https://devrev.ai">Support chat</a>
15     </td>
16     <td style="padding-right: 20px">
17       <a href="mailto:support@devrev.ai">support@devrev.ai</a>
18     </td>
19   </tr>
20 </table>

Result

When you have set the desired parameters, click Save and Next.

Configure email forwarding

In the DevRev app, you can see a forwarding email address displayed as @hooks.devrev.ai. This is the address where you can forward your support emails.

To create a conversation using the forwarding email address @hooks.devrev.ai in Inbox, the emails must be forwarded from your email provider.

Configure your email provider, such as Microsoft Outlook, or any other email service, to forward incoming emails from your support email address to @hooks.devrev.ai. This ensures that all customer communication is seamlessly routed to the DevRev app.

If you are using Google Groups to send emails then you should be a part of the group and have permission to send emails to the Google Group. Add your support address as a member of the Google Group and follow the steps mentioned in Google Workspace.

Go to the settings of your support Gmail account.
Navigate to Forwarding and POP/IMAP and add the forwarding email address @hooks.devrev.ai.
Click Proceed when you are redirected to a new webpage. You are asked for a confirmation code sent to this forwarding address.
On the DevRev app go to Support > Inbox. Find and open your verification message here.
Open the given link to confirm the request and click Confirm.
In your Gmail forwarding settings, select Forward a copy of incoming mail to get this confirmation message on the top.