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Email turns messages sent to your shared address (for example support@yourcompany.com) into Sayless conversations. Your team replies from Sayless, and the customer’s answers come back into the same conversation. Available on all plans. An admin sets it up in two parts: forwarding (required, brings email in) and domain authentication (recommended, sends replies from your own domain).

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How it works

  • Forwarding: Sayless gives you a private forwarding address. Your mailbox forwards incoming email to it, and each new email becomes a conversation.
  • Threading: replies are matched to their conversation by the email’s reply headers, so a customer’s answer joins the existing thread instead of starting a new one.
  • Replies: your replies are sent with a Reply-To of your forwarding address, so the customer’s next answer always comes back to Sayless.
  • Contacts: the sender becomes a contact. A work email domain also links them to a company.

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Who replies come from

Set up domain authentication so customers see your company’s address and your emails are less likely to land in spam.

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What’s filtered out

  • Promotional and bulk email (newsletters, marketing with unsubscribe links) isn’t turned into conversations.
  • Blocked senders and domains are ignored. Manage them in Settings > Spam.

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Set up email forwarding

  1. Open Settings > Email.
  2. Under Email Forwarding, enter your support address (for example support@yourcompany.com) and save.
  3. Copy the Forward Address Sayless shows. It looks like …@parse.joinsayless.com.
  4. In your email provider, forward all incoming mail for that address to the forward address:
    • Google Workspace / Gmail: in the mailbox’s Settings → Forwarding and POP/IMAP, add the forward address and choose Forward a copy of incoming mail. For a Google Group, add the forward address as a member instead.
    • Microsoft 365 / Outlook: add a mailbox rule (or an admin mail-flow rule) that forwards or redirects all messages to the forward address. Your admin may need to allow external forwarding.
  5. Send a test email to your support address and check that it appears in the inbox.
Gmail sends a confirmation code when you add a forwarding address. It arrives in Sayless as a conversation; copy the code from there.

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Set up domain authentication

  1. In Settings > Email, click Setup Domain Authentication and enter your domain (for example yourcompany.com).
  2. Open the domain to see the DNS records Sayless needs.
  3. Add each record at your DNS provider exactly as shown.
  4. Come back to the domain page and check its status. DNS changes can take from a few minutes to 48 hours to apply.
Once the domain is verified, agents whose Sayless email is on that domain send replies from their own address.

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Troubleshooting

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Remove email

Removing email forwarding stops new emails from syncing. Conversations already in Sayless stay. Also turn off forwarding in your mail provider.