Email

Simplify the process of managing incoming emails, creating conversations, and handling tickets by using DevRev’s Email integration snap-in. DevRev simplifies email management by integrating with a variety of providers like Google Workspace, Microsoft Outlook, Yahoo Mail, Zoho Mail, and custom domains, allowing efficient handling of any organizational email directly within the app.

When an email is received, DevRev checks if the sender is linked to your workspace and creates a conversation or ticket, ensuring prompt and accurate responses. If a sender is not recognized, DevRev creates a new user profile to track interactions (Support > Inbox for conversations and Support > Tickets for tickets). All replies are sent from your organization’s own email addresses, maintaining a professional and personalized customer experience that strengthens your brand and fosters better engagement.

The email composer that the support engineer can use to respond to customers directly from the platform is a WYSIWYG (What you see is what you get) HTML editor that maintains consistency in formatting, regardless of the platform it's being viewed on. It's designed to empower our support teams to draft more expressive, high-quality emails, enriching customer interactions.

If an email fails to be sent to a customer, the composed email is automatically saved as a draft in the ticket's email composer. This ensures that no information is lost, allowing quick edits and resending.

The email composer supports Ask AI functionality.

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

Adhering to DMARC standards

DevRev securely and efficiently generates conversations or tickets by verifying external users' email associations with your workspace. This method builds trust with mailbox providers and recipients across any email service, reducing spam flags and protecting your brand identity by adhering to DMARC standards

Setting up the email integration snap-in

1. Create a new connection

For instructions on setting up connections, if you are using Google as the mail provider, refer to Gmail connection; if you are using custom domains or other providers, refer to Email connection.

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

The message "DNS records configuration verified successfully" indicates that the connection is ready.

Refer to Add DNS records for your email provider and Troubleshoot DNS record configuration sections below for more information.

2. Configure email integration snap-in

1. Go to Settings > Snap-ins. In the top-right corner, click Explore Marketplace.
2. Scroll down the page to find the Email Integration snap-in and click Install.
3. In the Connections tab, select the connection that you created. You could create a new connection here as well.
4. Select the options and inputs suitable for your organization in the Configuration section:

   • Primary email address: Enter your organization’s email address here in the following format: Company name <company-name@example.com>

   • Primary use case: Choose whether DevRev should create tickets or conversations from the emails to the primary email address configured above. For guidelines on how to make this selection, see conversation and ticket creation for emails section below.

   • Set email as the default channel for tickets: Enable this toggle to ensure that customer communication can continue over email, irrespective of the source channel of ticket creation.

   • Additional emails for tickets: Enter additional support addresses that create tickets on DevRev.

   • Default part: Select the default part that is assigned to the tickets that are created from the emails sent to configured support email addresses. Note: Specifying a part is mandatory in case the primary use case is a ticket or if additional emails have been added for ticket creation.

   • Default owner: Select ticket owner for all the tickets created from emails. Any routing rule assignment takes precedence over the default ticket owner configured here.

   • Additional email addresses for conversations: Enter additional support addresses that create conversations on DevRev.

   • Use the name of the logged-in user as the sender name: If enabled, the name of the logged-in user becomes the sender name for outgoing emails.

   • Email signature: This signature, customizable in HTML, is appended to all emails sent from DevRev. See Auto-reply and email signature section below for examples.

   • Link new contacts to account: When an external user sends an email to your organization's support email address, DevRev checks if the user with the originating email address already exists in any of the accounts or workspaces. In this case, the workspace and customer identity are determined by the email address rather than by the email domain. If the user with the originating email address does not exist in any of the accounts or the workspaces, but the email domain maps to an existing account, the contact is created in that account. However, if the email domain does not map to an existing account, the treatment of such a user depends on this configuration. If the toggle is enabled, DevRev creates a new account using the email domain and adds this user as a contact in this new account. If the toggle is disabled, every new sender is added to the organization's default account, in case the domain does not map to the existing account.

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

   • Allow automations to send emails: Enable this toggle to ensure that the automations can send emails on your behalf.

     Note: This toggle is enabled by default. Disabling this toggle also disables auto-replies on the ticket.

   • Send auto-reply message to: Choose who should be sent an auto-reply message when an email is received. Selecting Employees and Customers ensures that an auto-reply is sent to all even if an internal user has raised a ticket on behalf of the customer.

   • Auto-reply message: This message, customizable in HTML, is sent to the user as a response to the first email. See Auto-reply and email signature section below for examples.

   • Allow anyone in your organization to set up forwarding to DevRev: If this is enabled, anyone in your organization can set up automatic email forwarding to DevRev. We recommend turning this on if you use Outlook or custom email service providers to ensure email capture.

   • Capture customer details on tickets created from forwarded emails: Capture the customer workspace and reported by details on the ticket from the forwarded emails, even if the customer is not a part of the email thread. Note that once a customer is added to the reported by of the ticket, they can access the ticket from the customer portal. All customer messages sent on the ticket are visible to all the customers added to Reported by.

   • Maintain threading on the same ticket even if the subject is changed: If enabled, the email thread continuity is maintained on the same ticket despite changes to the email subject.

   • Select Users for Notification: Choose the users who should receive notifications whenever an email is dropped or a person is marked as a spammer.

   • Configure rate limiting: DevRev allows you to specify the maximum number of emails per user that should be ingested by the system to protect from potential spam attacks. For more information, refer to the Rate limiting section below.

3. Configure email forwarding for your email provider

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

Note: To create a conversation using the forwarding email address v___________@hooks.devrev.ai in your 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 v___________@hooks.devrev.ai. This ensures that all customer communication is routed to the DevRev app.

Note: If you are using Google Groups to send emails then you must 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.

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