> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/support-workflows/email.md).

# Email

Connect your email addresses with Pylon to track and respond to support requests over email.

{% hint style="info" %}
You can connect as many different email addresses with Pylon as you'd like!
{% endhint %}

Manage email from **Settings > Integrations > Email**. The page has these tabs:

* **Connected emails**: every mailbox connected to Pylon, with its sync status
* **Blocked emails**: rules that stop unwanted senders from creating issues
* **Suppressed emails**: addresses Pylon won't send to because earlier emails bounced
* **Email privacy**: only shown to workspaces with HIPAA compliance enabled (see [Email privacy](/pylon-docs/support-workflows/email.md#email-privacy))

## Connect an email address

Click **+ Add Email** and choose the type of account.

### Individual email account (Gmail or Outlook)

Use this for a standard mailbox with SSO, like `name@company.com`. Select **Gmail** or **Outlook Mail** and sign in to authorize Pylon. Before you connect, choose:

* **Which emails do you want synced to Pylon?** Pick **Only customer emails** (recommended) or **All emails**.
* **Create issues from new customer emails**: when this is off, emails are synced for logging and AI only and no issues are created.
* **Allow Pylon to send from this email on behalf of others**: lets teammates reply from this address. It's required for form confirmations, customer portal replies, and using the address as the workspace's default sender. When it's off, only you can send from the address.

To pull a personal inbox's history into account activity, see [Personal Email Integration](/pylon-docs/account-intelligence/accounts/personal-email.md).

### Shared email account (forwarding)

Use this for a group inbox or alias without SSO, like support@, billing@, or help\@.

1. Choose **Shared email account** and enter the address.
2. Copy the Pylon forwarding address shown for that email.
3. Set up automatic forwarding from your inbox to that address. For Google Workspace, follow [Google's forwarding instructions](https://support.google.com/a/answer/4524505#address-map-forwarding).
4. Click **Test Forwarding** to confirm emails are reaching Pylon.

### Manage connected emails

Each connected email has an options menu with these actions:

* **Resync**: pull in emails again
* **Reauthorize**: reconnect a Gmail or Outlook mailbox
* **Disable** / **Enable**: pause or resume syncing
* **Test Forwarding**: check a forwarded address
* **Delete**: disconnect the email

A **Failed** badge means the connection may not be pulling in emails. Reauthorize or resync it to fix this. **Forwarding unverified** means Pylon hasn't received a forwarded test email yet.

## Mailbox settings

Click a connected email to open its settings. The settings you see depend on whether the address is an individual mailbox or a shared address.

### Preferences

* **Create issues from new customer emails**: when this is off, emails are synced for logging and AI only.
* **Create issues from automated emails** (shared addresses): when this is off, auto-replies and system notifications don't open new issues.
* **Custom alias name**: send emails using a shared name such as "Support Team" instead of the agent's name. Check **Set alias as the default name for replies** to use it on every reply by default.
* **Reply-To Address** (shared addresses): send customer replies to a different address. Leave it blank to use this inbox. The other mailbox must forward incoming emails to this email's Pylon forwarding address.
* **Email signature** (shared addresses): added to the end of every email sent from this address. You can use variables such as `{{ actor.name }}`, `{{ issue.number }}`, `{{ issue.requester.first_name }}`, and `{{ issue.account.name }}`.
* **Reply to requester by default**: new email replies default the To field to the issue's requester.
* **Autofill recipients** (shared addresses): set default **Auto-Cc recipients** and **Auto-Bcc recipients** for replies on email issues. Agents can still edit recipients before sending. The **Previous issue participants** entry keeps earlier Cc recipients on the issue. If you remove it, they're no longer added by default.

You can also upload an avatar to replace the default image for this email.

### Incoming emails

Shared addresses show the Pylon forwarding address to forward your inbox to. If you've set up a custom domain, this section lists the **MX records** to add instead.

When the custom domain includes it, add the **Tracking** CNAME record to track email opens and clicks.

Sent emails show who they were delivered to and opened by. Some email clients block open tracking, so a delivered email may not show as opened.

### Outgoing emails

By default, Pylon sends outgoing emails from a Pylon domain. To send from your own domain, turn on **Customize outgoing domain**. Add the DNS records shown to your domain, then click **Verify DNS**.

Under **Custom sending address**, you can enter a different from-address on your domain. Leave it blank to send from the receiving address.

## How emails are matched to contacts and accounts

When an email starts a new issue, Pylon picks the requester. It's the first address that isn't one of your connected email addresses or a teammate (a Pylon user, or an address on your workspace's domain). Pylon checks addresses in this order:

1. **Reply-To**
2. The original sender, when a group or alias relays the email
3. **From**
4. The only customer address in **To**, then **CC**, then **BCC**
5. An address in a forwarded message's body. If a teammate forwards a customer's email to your support address, the customer becomes the requester.
6. Any other recipient

Pylon then finds the requester's contact and account:

* **Existing contact**: if a contact has that email, Pylon uses it. If contacts on more than one account share the email, Pylon prefers the contact on a [partner account](/pylon-docs/account-intelligence/accounts/partner-accounts.md), then the one on the account that owns the email's domain.
* **New contact**: Pylon adds the contact to the account whose domains include the email's domain. If no account matches, Pylon creates an account from the domain. It doesn't do this for personal email domains like gmail.com, or when **Suppress automatic account creation** is on in **Settings > Customers > Account configuration**. In those cases the contact has no account.

The issue is filed under the requester contact's account. To send future emails from a domain to the right account, add the domain to that account.

## Blocked emails

Blocked email rules stop matching senders from creating new issues or syncing into Pylon.

1. Go to the **Blocked emails** tab and click **Add Blocked Email Rule**.
2. Choose a **Condition**:
   * **Is**: an exact address or a whole domain, like `example@domain.com` or `domain.com`
   * **Starts with**, **Ends with**, or **Contains**: any text
3. Optionally add **Exceptions**, which are addresses that are always let through. You can add up to 200 per rule.
4. Choose which connected emails apply the rule: **All connected emails** or **Choose specific emails**.

Generic email domains (like gmail.com) can't be blocked as a whole domain. Pylon warns you before you save a rule that would block your own workspace's emails or emails from Pylon.

To change the mailboxes for several rules at once, select them and click **Set Blocked By**. To remove rules, select them and click **Delete**.

### Block from an issue

* **Mark as spam**: on email and form issues, open the issue's **...** menu and choose **Mark as spam**, or press `!`. Pylon deletes the issue and blocks the sender across all connected emails. You can also select several email issues and choose **Mark Spam** from the [bulk actions](/pylon-docs/support-workflows/issues/bulk-actions.md) bar.
* **Block a sender**: hover over a customer's email message, open **More actions**, and choose **Block** followed by the sender's address. Future emails from that address won't create issues.

## Suppressed emails

When an email hard-bounces, Pylon suppresses that address and stops sending to it. The **Suppressed emails** tab lists each **External email**, the **Suppression reason** (including the bounce message from the recipient's mail server when one is available), and when it was suppressed.

To start sending to an address again, click **Remove Suppression** on its row. You can also select several rows and click **Unsuppress**.

### Unsuppress and resend from an issue

When a reply doesn't reach a recipient, the message shows a **Bounced** or **Suppressed** warning. Hover over the warning and click **unsuppress and resend email**. Pylon unsuppresses the address and adds the bounced email to the reply editor as a draft so you can send it again. This replaces any draft already in the editor.

## Email privacy

{% hint style="info" %}
Email privacy is only available to workspaces with HIPAA compliance enabled. Contact your account team to learn more.
{% endhint %}

Use the **Email privacy** tab to choose when outbound notification emails, including chat widget notification emails, are replaced with a link to the customer portal:

* **TLS Conditional**: include the message only if every recipient's mail server supports TLS encryption. Otherwise, send a portal link.
* **Always**: always send a portal link and never the message body.
* **None**: always send the full message.

You can set a default, override it for specific accounts and email addresses, and customize the **Portal issue notification link**.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.usepylon.com/pylon-docs/support-workflows/email.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.