Email Channel Setup

Email setup has two parts:

Inbound — route customer emails sent to your support address into the Applied Inbox.
Outbound — authenticate your domain so replies from Applied are delivered from your support address.

Decide which support address you want to connect before you start (e.g. support@yourcompany.com or hello@yourcompany.com). If you get stuck at any point, email support@appliedlabs.ai.

Receiving emails in Applied (Inbound)

Step 1: Copy your inbound address

In Applied, open Settings → Workspace → Channels → Email and copy the inbound address shown under Forward incoming emails (e.g. a1b2c3d4e5f6@inbound.appliedlabs.com).

Forward incoming emails card showing the inbound address in Applied settings

Step 2: Set up forwarding in your email provider

Create a forwarding rule that maps your support address to the inbound address you just copied:

Field	Value
From / Address	Your support address (e.g. `hello@yourcompany.com`)
To / Map to address	The inbound address from Step 1
Scope	All incoming messages

Gmail / Google Workspace

Follow Google’s recipient address map instructions . In short:

In the Google Admin console, go to Menu → Apps → Google Workspace → Gmail → Routing.
Select the top-level organizational unit.
Find Email forwarding using the recipient address map and click Configure (or Add Another Rule).
Name the rule (e.g. “Forward to Applied”).
Under Add setting, click Add and enter:
- Address: your support address
- Map to address: the Applied inbound address from Step 1
Set Messages to affect to All incoming messages.
Check Add X-Gm-Original-To header (required).
Optional: check Also route to original destination to keep copies in your Gmail inbox.
Save the rule.

For other providers, use the table above to create the equivalent forwarding or recipient-mapping rule.

Step 3: Send a test

Send an email from a personal address to your support address. It should appear as a new conversation in the Applied Inbox within a minute or two. If it doesn’t, recheck the forwarding rule and contact support@appliedlabs.ai.

Auto-detect forwarded customer emails

Enable Auto-detect forwarded customer emails on the email agent when team members forward customer emails into Applied and you want the customer to be treated as the conversation sender. Applied only honors forwards from accepted team members, OR the sender’s email domain must match the agent email domain.

The forwarded email subject must use a Fw:, Fwd:, or Forwarded: prefix, and the forwarded body must include the original From header. In v1, attachments on the forwarded email are treated as customer-message attachments; Applied cannot distinguish files attached by the team member from files in the original customer email.

Sending emails from Applied (Outbound)

Outbound setup authenticates your domain so replies from Applied are delivered from your support address and don’t land in spam.

Step 1: Get your DNS records from Applied

In Applied, open Settings → Workspace → Channels → Email and click DNS settings next to your domain. The Verify modal shows three records:

Record	Type	Purpose
DKIM	TXT	Authenticates your domain
Return-Path	CNAME	Handles bounced emails
Applied Labs	TXT	Verifies domain ownership

Each record has a Hostname and a Value. Keep the modal open — you’ll copy both for each record in the next step.

Verify modal in Applied showing the DKIM, Return-Path, and Applied Labs DNS records

Step 2: Add the records to your DNS provider

Open the DNS settings for your domain at your registrar (GoDaddy, Namecheap, Cloudflare, etc.). For each of the three records:

Create a new record.
Set Type to the type shown in Applied (TXT or CNAME).
Paste the Hostname into the provider’s Name / Host field.
Paste the Value into the provider’s Value / Target field.
Save.

💡 Tip: Copy and paste each value directly from Applied. DKIM values are long, and a single missing character will fail verification.

Provider quirks

Most providers behave the same way, but watch for these:

GoDaddy, Namecheap, ZenBusiness: the Name / Host field takes the subdomain prefix only, not the full hostname. If Applied shows pm-bounces.yourcompany.com, enter pm-bounces; the provider appends your domain automatically.
Namecheap: DNS records live under the Advanced DNS tab, not the main domain settings.
Cloudflare: set the proxy status to DNS only (grey cloud) for all three records. Proxying breaks email authentication.

Step 3: Wait for verification

DNS changes can take up to a day to propagate. Verification is automatic — once Applied detects all three records, each shows a green checkmark in the DNS settings modal and the domain status flips to Verified.

Step 4: Send a test

Once your domain shows Verified:

Send a test email to your support address.
Open the conversation in the Applied Inbox and reply.
Confirm the reply arrives at the original sender’s inbox with your support address as the sender.

If the reply doesn’t arrive or shows the wrong sender, recheck that all three DNS records were saved correctly, then contact support@appliedlabs.ai.

Reply from a different address

By default, replies are sent from the address the customer wrote to. If you receive mail on several aliases (for example pets@yourcompany.com and billing@yourcompany.com) but want every reply to come from one address (support@yourcompany.com), set a send-as override:

Open Settings → Workspace → Channels → Email.
On the alias’s row, change Reply from this address to Reply from support@yourcompany.com (or whichever verified address you want replies sent from).

All replies on conversations that arrived on that alias — including conversations already in your inbox — are sent from the selected address instead. The selected address must be verified.