Email delivery overview

Helpin Support can receive customer email and send replies. Receiving and sending are configured separately. Complete both parts before announcing a support address.

Receive customer email

A forwarding route gives you a Helpin inbound address. Keep the public address your customers know, such as support@example.com, and configure that mailbox to forward incoming messages to the Helpin address.

A route can send conversations to a specific inbox. Use separate routes when addresses such as support, billing, and partnerships should reach different teams.

Set up a forwarding route

1. Open Settings → Inboxes & routing.

2. Open Email Forwarding.

3. Create a route and select the destination inbox when required.

4. Copy the generated Helpin inbound address.

5. Configure forwarding with your existing email provider.

6. Complete the verification flow shown in Helpin.

7. Send a test message from an external address and confirm that the conversation reaches the expected inbox.

See Support email forwarding & routes.

Choose the sender customers see

Helpin chooses the sender according to the available configuration:

1. A sender configured for the conversation's inbox.

2. The workspace default sender.

3. A Helpin-managed sender when no verified custom sender applies.

A per-inbox sender is useful when different teams need distinct identities, such as product support and billing.

Send from your own domain

To use a custom sending domain:

1. Open Settings → Inboxes & routing → Sender Addresses.

2. Add the domain.

3. Publish the DNS records Helpin provides.

4. Wait until Helpin reports the domain as verified.

5. Add or select the sender address.

6. Send a test reply to an external mailbox.

The generated records can include:

• DKIM for outbound message signing.

• Return-Path for bounce processing.

• DMARC guidance when your domain does not already publish a policy.

Do not remove required DNS records after verification. Delivery and bounce processing can stop working if the records are changed.

See Custom sender addresses & domains.

Delivery status

Email messages can report states such as sent, delivered, opened, or bounced when the provider supplies the corresponding events. A bounce or complaint can include a reason that helps you diagnose the problem.

Email fallback for chat visitors uses the configured sender rules. See Email channel & email fallback for offline visitors.

Test before launch

Use an address outside your company to test the complete path:

1. Send a message to the public support address.

2. Confirm that Helpin creates the conversation in the correct inbox.

3. Reply from Helpin.

4. Confirm the visible From address and Reply-To behavior.

5. Check SPF, DKIM, and DMARC results in the received message headers.

6. Test a bounce with a safe test address if your email provider supports it.

Troubleshooting

• If inbound email does not arrive, check the forwarding rule and route verification.

• If a reply uses the Helpin-managed sender, check custom-domain verification and sender selection.

• If a message bounces, review the message status, recipient address, and domain DNS records.

• If replies reach the wrong team, check the route's destination inbox and any routing rules.