Support email

Needs inbound email on HyoNova, which is not switched on yet; until then an email channel shows 'Not configured'.

Support email is separate from Hyo Mail. Mail sends newsletters and campaigns; support email turns messages that customers send to your support address into conversations in the Support inbox.

How it works#

Your support address stays yours — for example support@example.com. HyoNova does not take over your mailbox or your domain's mail records. Instead:

1. You add the address as an email channel in Company administration › Support › Channels, with a name, the inbox it delivers into and an optional brand.
2. HyoNova gives you a forwarding address: a unique, private address that starts with support- on HyoNova's inbound email domain. The channel shows it once inbound email is on.
3. You forward your support address to that forwarding address, in your email provider's settings (for example a forwarding rule in Google Workspace or Microsoft 365, or an alias at your domain host).
4. Customer emails arrive as conversations. Each new email thread opens a conversation with a ticket; replies in the same thread are added to it. Quoted earlier messages are removed from the text so the conversation stays readable.
5. Agents reply from HyoNova. The reply is sent from your support address, with the forwarding address as the reply-to address and the original email's thread headers, so it appears in the same thread in the customer's mail client and their answer comes back into the same conversation.

Keep the forwarding address private: anything sent to it arrives in your inbox.

What HyoNova does with incoming email#

• Rejected: emails flagged as containing a virus or as spam, automatic replies (such as out-of-office messages) and emails without a sender are not turned into conversations.
• Attachments are checked like every other attachment and stored privately in your company's HyoNova Support folder.
• Verified sender: when an email passes sender authentication (DKIM or SPF, without a DMARC failure), its address counts as verified, and HyoNova may link the conversation to a customer in Customers with that email address — only when exactly one customer matches.

Limits#

• Replies by email cannot carry attachments.
• There is no reply window: you can answer an email conversation at any time.
• A reply that cannot be delivered shows Not delivered with the reason. See Email delivery.
• Email shows Sent when the email service accepts the reply. It does not report Delivered or Read.