Connect your support email to Dchat

Before you start

• Difficulty: Medium
• Time: 20 minutes
• You need: A support address you control
• You need: A Postmark or SendGrid account for inbound email
• You need: Admin or owner access to your Dchat workspace

Steps

1. Add the channel in Dchat

   In Dchat, open Settings → Channels and choose + Add channel. Pick "Email", enter your support address, and paste a secret you make up. Use a long random string without spaces.

   { "InboundSecret": "a-long-random-string" }

2. Send inbound email to Dchat with that secret

   In Postmark, set your inbound stream's webhook URL to the address below, with your secret as the basic-auth password. Dchat also accepts the secret as an X-Dchat-Inbound-Secret header or a Bearer token. SendGrid Inbound Parse uses /api/inbound/email/sendgrid instead; check that your SendGrid setup can send the secret one of those ways.

   https://dchat:[email protected]/api/inbound/email/postmark

3. Forward your support address

   Forward mail for your support address to the inbound address Postmark or SendGrid gives you, or point your domain's MX records at them.

4. Send a test email

   Email your support address with a subject line. It appears in your Dchat inbox as a new conversation.

What goes in each field

• InboundSecret: Any long random string. Mail that arrives without it is rejected.

Good to know

• New email goes to your team unless you switch on "AI replies first" for the channel. With it on (and workspace AI on), the AI answers first, and it never replies to auto-replies, bounces or mailing-list mail.
• Every email starts a new conversation, and an email without a subject is dropped.
• Replies are sent from [email protected] with your support address as the reply-to, when the workspace has exactly one email channel.
• Your workspace needs at least one enabled site; new workspaces have one already. Messages are dropped while every site is switched off.
• Credentials are encrypted when you save them and are never shown again. To change one, paste the full credentials again.