Inbound email allows customer replies to be automatically captured and converted into conversations within VersanaCX™.
When properly configured, replies to your support address are securely routed into your tenant workspace.
How Inbound Email Works
When a customer replies to a support email, the message is processed by the configured inbound email provider and forwarded to VersanaCX™.
The system validates the sender, identifies the correct tenant, and attaches the message to the appropriate conversation thread.
Step 1: Choose Your Support Address
Decide which support address customers will reply to (for example: support@yourstore.com).
This address must be able to forward incoming mail to the inbound processing endpoint.
Step 2: Configure DNS & Forwarding
Configure your email provider to forward inbound messages from your support address to the secure inbound endpoint provided in your VersanaCX™ dashboard.
Depending on your provider, this may require:
- MX record configuration
- Email forwarding rules
- Domain verification
Your provider's documentation will guide the exact steps.
Step 3: Verify Setup
After configuration, send a test email to your support address.
The message should appear inside your VersanaCX™ inbox within a few seconds.
If it does not, confirm that forwarding rules and DNS records have propagated correctly.
Tenant Identification & Routing
Each inbound endpoint is tenant-scoped.
Messages are routed only to the tenant that owns the configured support address.
Cross-tenant routing is not possible due to row-level security enforcement.
Thread Matching
When a customer replies to an existing conversation, VersanaCX™ uses secure message identifiers to attach the reply to the correct thread.
If no match is found, a new conversation is created.
Security Controls
Inbound email requests are validated before processing.
Suspicious or malformed payloads are rejected.
No message content is logged outside the tenant boundary.
AI processing (if applicable) occurs only after tenant validation and outside database transactions.
Automation Interaction
Inbound messages may trigger AI Draft Assist or Shadow Mode evaluation depending on tenant configuration.
Live automation will only execute if all governance conditions are satisfied.
Troubleshooting
If inbound emails are not appearing:
- Confirm forwarding rules are active.
- Verify DNS changes have propagated.
- Check that the correct inbound endpoint is configured.
- Confirm the tenant is not suspended.
If issues persist, contact support with the timestamp and sender address of the test message.
Next: Outbound Email Configuration
Learn how to configure outbound email delivery for replies sent from VersanaCX.
Continue Reading →