1. Configure the Email Integration snap-in

1. Go to Settings > Snap-ins > Email Integration (under Featured).

2. Click Add in the top-right corner of this page to add the email integration capability to your workspace.

3. Click Configure in the top-right corner to open the email configuration modal.

4. Under the Connections section, click Search Connections > Add Connection.

5. To configure a custom "Mail From" address for outbound emails, check the connection settings under Settings > Snap-ins > Connections after creating your connection.

If you use custom domains or other providers (even if you work through Gmail), follow the instructions under Email connection. If you use Google as the mail provider, refer to Gmail connection.

2. Configure the email connection

1. In the top-right corner, select + Connection, choose Email service, and enter your connection name and domain name. Click Next.

2. The Email Domain Configuration box opens, displaying the DNS records you must add to your domain's DNS settings.

3. In the DNS settings of your domain provider, copy and paste the Name and the Value from the DevRev app, selecting the appropriate record Type. Set the TTL as required. Repeat for all records shown and click Save. The steps to add DNS records vary by provider.

4. In the DevRev app, click Verify.

   📝 Note: The message "DNS records configuration verified successfully" indicates the connection is ready. Verification may take some time. If it does not succeed immediately, wait before retrying.

When setting up DNS records for DMARC configuration, ensure the correct format to avoid issues. Common troubleshooting tips:

• Issue: DNS provider appends the domain name automatically, creating a duplicate such as support@example.com.example.com instead of support@example.com.

  Solution: Confirm the DNS key is entered exactly as shown in DevRev without the extra domain suffix.

• Issue: DNS record validation fails after saving.

  Solution: Double-check that each record matches the type, name, and value provided by DevRev exactly. Note the TTL value: DNS changes may take time to propagate. Allow sufficient time before retrying verification.

• Issue: Stale DNS cache causes conflicts with updated records.

  Solution: Clear your DNS cache on your servers or workstations, then retry verification.

Gmail connection

You must be a member of the group and have permission to send emails to the Google Group. This approach does not work with generic Google Groups ending with @googlegroups.com.

1. In the Connections section, choose Google and enter your connection name and domain name.

2. Toggle on Make public to make the connection available to your entire workspace and click Next (recommended).

3. Click Sign in with Google and add your organization's Gmail account. If you are already signed in with a different Gmail account, select Use another account and continue.

   If you use Google Groups, sign in with the Gmail account that has permission to send emails to the group and is a member of the group. Then, in your Gmail account, go to Settings > Accounts and Import > Send mail as and add your group address.

4. Grant DevRev additional access to your Google account. Refer to the privacy policy for more information.

3. Configure email forwarding for your email provider

For conversations or tickets to be created in DevRev, emails must be forwarded from your email provider. Forwarding instructions appear under the Installation section of the Email Integration snap-in page after the snap-in is successfully installed and verified.

Set the provided forwarding address on the account you want to forward from (for example, support@example.com).

In the DevRev app, under the Instructions tab, a forwarding email address is displayed as v___________@hooks.devrev.ai. This is the address where you forward your support email. Copy and paste this address into your email account's forwarding settings.

⚠️ Warning: Email forwarding requires that the from account has an assigned license.

Google

1. If you use Google Groups, add your support address as a member of the Google Group. You must be a member of the group and have permission to send emails to it.

2. Go to your support Gmail account Settings > Forwarding and POP/IMAP and add the forwarding email address v___________@hooks.devrev.ai.

3. Click Next then Proceed when redirected to a new webpage. A confirmation code is sent to the forwarding address.

4. If the Primary Use Case is Tickets, go to Support > Tickets in the DevRev app. If the Primary Use Case is Conversation, go to Inbox. Find and open the verification message.

5. Open the confirmation link in the message. Ensure you click the link that authorizes your support address to forward to v___________@hooks.devrev.ai.

6. Return to your Gmail forwarding settings, select Forward a copy of incoming mail, and click Save Changes.

Gmail delegation for shared inboxes

For a Google Workspace shared mailbox (for example support@company.com), Gmail delegation lets another user in the same organization read and send mail as that address without sharing its password. In Google Workspace Admin, ensure Mail delegation is enabled under Gmail settings.

In the shared mailbox, open Gmail settings > Accounts and Import > Grant access to your account, add the delegate’s address, and send the invitation. The delegate accepts from their inbox; access may take up to 24 hours. When Gmail prompts for preferences, select Mark conversation as read when opened by others and Show this address and the person who sent it ("sent by…") so multiple agents see a consistent thread and sender attribution.

O365

You must be an Exchange administrator or Global administrator in Microsoft 365 to forward emails.

1. In the admin center, go to Users > Active users.

2. Select the user whose email you want to forward, then open the Properties page.

3. On the Mail tab, select Manage email forwarding. On the email forwarding page, select Forward all emails sent to this mailbox, enter the forwarding address v___________@hooks.devrev.ai, and choose whether to keep a copy of forwarded emails. If you do not see this option, ensure a license is assigned to the user account. Click Save changes.

Once saved, Microsoft sends an invitation to the hooks address. The invitation appears as a conversation in your DevRev inbox. The conversation comment may not render correctly as HTML, so the invite button may be inaccessible directly. To accept the invitation:

1. Open the conversation in your DevRev inbox and locate the email.eml attachment on the message.

2. Download the .eml file and open it in your preferred mail client (such as Outlook or Apple Mail).

3. In the rendered email, click Accept invite to confirm the forwarding relationship.

4. Primary email address

In the email snap-in configuration modal, complete the following steps to start using email in DevRev.

Add a primary email address

Use the format Name <email@domain.com> — this is what appears in the customer's inbox. For example: Maple Support <support@maplesoftware.net>.

This email address becomes the primary channel for incoming support mail.

Define the primary use case

Choose how DevRev interprets emails sent to the primary address:

• Ticket: Each incoming email creates a new ticket.

• Conversation: Each incoming email creates a new conversation in your inbox.

Toggle on Set email as the default channel for tickets to ensure that customer chat replies are sent via email in addition to the original channel source. When this toggle is off, replies are sent only through the channel where the conversation originated (for example, Plug chat), and email is not used as a fallback.

💡 Tip: To automatically set a default sender address for tickets created from the app based on ticket subtype, create a workflow that updates the Received On field to the appropriate email connection.

5. Verify

To verify the configuration:

1. Send an email to the configured support email address.

2. Confirm that a ticket or conversation is created in the DevRev app.

3. Add a comment to the ticket or conversation and verify that the reply is received at the email address that sent the original message.

4. View the Events Panel in the top-right corner of the Email Integration snap-in screen.

While DevRev ensures that emails are sent, deliverability to end customers depends on the email client and the SPF and DMARC policies configured for the sending domain.

To verify deliverability:

1. Send a test email to your configured address from the deliverability tool (such as https://www.dmarctester.com, https://redsift.com/tools/investigate, or https://mxtoolbox.com/deliverability) and confirm that a conversation or ticket is created.

2. Respond from the test conversation or ticket in DevRev to the address specified by the deliverability tool. You need to add the address as a contact, which you can do from the email composer page.

3. Check the status of the sent email by returning to the chosen tool.

If the DMARC compliance checks pass, DevRev email is deliverable.

Troubleshooting

• Issue: Email connection shows as invalid or disconnected after setup.

  Solution: Re-authenticate the connection in the email snap-in configuration. If you use OAuth (such as Google or Microsoft), ensure the token has not expired and that the connected account still has the required permissions. Check the Events Panel for specific error messages.

• Issue: Outgoing emails are not delivered to customers.

  Solution: Verify SPF and DMARC records for the sending domain using a deliverability tool. Confirm that Allow automations to send emails is enabled if workflows trigger the messages. Check that the connection referenced in your email workflows has not been deleted or modified without updating the workflow.

• Issue: A legitimate user is flagged as a spammer and stops receiving replies.

  Solution: Navigate to the contact record in DevRev and remove the spammer or blocked tag. To prevent future false positives for high-volume senders, apply the power-user tag to their contact.

• Issue: Forwarded emails are auto-assigned to the forwarding agent instead of the original sender.

  Solution: Disable the Assign to first responder setting in the email snap-in configuration. Create a workflow that routes forwarded tickets based on the original sender or other ticket attributes.

• Issue: Events Panel shows delivery failures or bounce events.

  Solution: Open the Events Panel from the top right of the Email Integration page. Review the specific event details, including bounce codes and timestamps. Common causes include invalid recipient addresses, full mailboxes, or DNS misconfiguration. Resolve the underlying issue and resend the email.