Forward emails into the inbox

Email forwarding is the simplest way to capture a customer message. Your workspace gets its own address. When you forward an email to it, that message becomes one piece of feedback.

CustomerSaid does not connect to Gmail or Outlook and does not read your mailbox. It only sees what you forward.

Who can do this: people who can manage integrations (Owner and Admin by default) create the address. Anyone with the address can forward to it.

Create your forwarding address

1. Open Settings › Integrations.
2. Find Email forwarding and choose Create address.
3. Copy the address with Copy address.

The address looks like capture+something@your-capture-domain. Treat it like a shared inbox: anyone who has it can send feedback into your workspace.

Forward a message

Forward a customer email to the address from any mail app. You can also set a rule in your mail client that forwards messages with a label, a sender or a keyword.

What is captured

• The subject and the body of the message.
• The sender, when the From header contains an address. CustomerSaid uses it to match a contact and company.

What is left out

• Attachments.
• Quoted reply history, such as the "On ... wrote:" blocks and lines starting with >. Only the new text is kept.

Duplicates and missing details

Each email has a message ID. If the same message arrives twice, the second delivery is ignored. If CustomerSaid cannot tell which company the sender belongs to, the item is marked Unassigned and you can attribute it later.

Tips

• Forward one message at a time. One email becomes one item.
• Forward the customer's own words rather than your internal thread, so quotes stay accurate.
• Create a mail rule for a support alias to automate the common case.

Troubleshooting

The email did not show up. Give it a minute, then refresh Feedback. Check that you used the full address, including everything after the plus sign.

It has no company. The sender's domain may not match a known company. Assign one from the item.

I do not see Email forwarding in Settings. You need the integrations permission, or forwarding may not be available in your installation.