Answer your customers
together, in one inbox
One address on your own domain, worked by the people you grant it to. Rules label and answer mail as it arrives, and everybody reads the same thread.
Where it starts
What this looks like today.
The queue is a forward
Support mail arrives in one person's inbox, and the rest of the team is copied by hand.
Two people answer the same message
Nobody can tell who picked it up, so the customer hears back twice.
The same answer, retyped
Refunds, invoices and login trouble come round every week and get written out again.
How it works
Running in four steps.
- 01
Add support@ on your domain
Create the address in Settings, Addresses, on a domain you already own.
- 02
Grant it to the people who answer
Each person gets read, or read and send as it, and sees that address and nothing else.
- 03
Write the rules once
Label on arrival, answer with a published template, and try the rule over the last thirty days first.
- 04
Work the inbox down to zero
Threads open on a summary, one key clears them, and Analytics shows what still waits on you.
What it runs on
The parts doing the work.
The parts of OpenEmail that carry it: who may read the address, what happens to a message on arrival, and what you can see afterwards.
Hand billing@ to the person who does the billing.
One address means one address.
read, or read and send as it, with nothing else visible
A role says what somebody may do; an address grant says what they may do it to.
read, or read and send as it, with nothing else visible
A body written once, versioned, and sent many times: from the composer, from your own code, or by an agent.
Your own conditions, and what should happen to anything that matches them.
Triage, labelling, summaries and first-pass replies, done before you open the tab.
What your mailbox is actually doing, drawn rather than guessed at.
In practice
Every piece, walked through.
Six shorter pages, each one a single job inside the support address, start to finish.
Your team works one support address together, with labels, rules and saved replies.
Match the mail you choose and answer it with a template, once per sender a day.
Say what happens to a message before anybody opens it.
Publish an address and decide what reaches you, sender by sender and word by word.
Charts for what arrives, what you sent, what was opened and what was clicked.
Questions
Asked before signing up.
Can several people work one address without forwarding?
Yes. Add support@ once and grant each person read, or read and send as it. They work the same threads, and the grant covers that address alone.
Will rules answer mail for us while we are away?
Within limits. A rule answers matching mail with a template you published, once per sender each day. Run it over the last thirty days first and read what it would have done.
Can I tell whether a customer read my reply?
Not reliably. Analytics counts opens, clicks and downloads, but scanners and privacy proxies fetch the image on arrival. Those are left out, and no open recorded does not mean nobody read it.
Nearby
Other jobs for the same mailbox.
sales@, jobs@ and billing@ get worked by several people at once, each with their own access. Nothing is forwarded, and nobody leaves with the address.
Addresses for people and for roles, all on one domain. Each has its own people, keeps the shared sign-off, and stays put when somebody leaves.
Give an agent an address of its own and a key scoped to what it may do. It reads, labels, drafts and sends, and every call it makes is logged.
