Email

Connect an address such as [email protected] under Integrations → Email. Your team receives customer emails in Fetchply and replies using that address. Connect multiple addresses and choose a default sender for each agent.

Fetchply supports two ways to receive customer email:

• Forwarding (recommended for existing email hosts): Your current provider (Google Workspace, Microsoft 365, cPanel) continues hosting your inboxes. You set up a forwarding rule to deliver customer messages to Fetchply.
• Direct MX (recommended on a subdomain): You point the mail record of a subdomain, such as help.yourbusiness.com, at Fetchply. Messages arrive natively with no third-party email provider needed.

Personal Gmail and Outlook addresses cannot be connected for sending.

Why Direct MX belongs on a subdomain

Direct MX changes where all email for a domain is delivered. If you point your main domain (yourbusiness.com) at Fetchply, every mailbox on it, including your team's own accounts, stops receiving mail.

A subdomain avoids that completely. help.yourbusiness.com is a separate mail destination, so [email protected] and every other existing account keep working exactly as before, and nothing changes at your current email provider.

You do not need to buy anything or create a new domain. A subdomain is one record you add at the same place you manage your domain, and Fetchply shows you exactly what to enter. When you choose Direct MX with a main-domain address, Fetchply offers ready-made subdomain addresses such as [email protected] that you can select with one click. If you continue with your main domain anyway, you are asked to confirm that no one else receives email there.

Use Forwarding instead when you want to keep an address on your main domain, such as [email protected], while Google Workspace or Microsoft 365 keeps hosting it.

Connect your address

You need permission to manage integrations and access to your domain’s DNS settings.

1. Open Integrations → Email, enter your business email address and sender name, select your receiving method (Forwarding or Direct MX), and select Connect address. For Direct MX, take the suggested subdomain address when one is offered.
2. Add the DNS records shown in setup at your domain provider (DKIM signing records, plus MX and SPF records if Direct MX is selected), then select Check DNS records. Records marked Recommended improve inbox placement but are not needed for verification.
3. Configure receiving:
   • For Forwarding: In your email provider, automatically forward messages for this address to the Forwarding destination. Keep a copy in your mailbox. Complete any provider confirmation code shown in the setup screen. Select Test forwarding.
   • For Direct MX: Ensure the MX record is added at your DNS provider. Select Test receiving.
4. Select Send test email. Check the sender in your mailbox, then select Activate mailbox.

Sending and receiving are verified separately. DNS changes can take time; repeat the check instead of recreating the mailbox. An optional custom return path uses a separate subdomain. Add only the records shown for that subdomain. Avoid changing existing SPF records without your administrator’s help.

Recommended DMARC record

DMARC tells inbox providers what to do with mail that only pretends to come from your domain. Gmail, Outlook, and Yahoo give better inbox placement to domains that publish one.

If your domain has no DMARC policy, setup shows a Recommended row in the records table with the exact host and value to add, and a note that no policy was found. Copy that row to your domain provider the same way as the other records. The suggested policy only monitors; it never blocks your own email.

The notice changes to “DMARC policy detected on this domain” after your next Check DNS records, and the recommended row disappears. Verification and sending work with or without it, so you can add it later. If your domain already has a _dmarc record, leave it as it is and ask your administrator before changing it — a domain can only have one.

Reply from the Inbox

The conversation keeps its connected sender. For a new email conversation, choose an active sender or use the default. Open Recipients to set To and CC for the next reply. Approve additional recipients before sending. Up to ten recipients are allowed; BCC is not supported. Previous conversation history is not attached to replies, so adding someone does not automatically share earlier messages.

Replies are matched using email reply information and approved participants. Matching subjects alone do not merge conversations. Emails from unfamiliar participants may appear separately for review. Existing offline-chat email replies remain available when platform email is configured and can continue using their original reply address.

Automatic replies and Functions

AI starts off. Enable it in mailbox settings, add email-specific instructions and a signature, and select which configured Functions may run. Normal knowledge, model access, and message credits apply.

When a store (such as Shopify or WooCommerce) is connected to your agent, the email AI automatically searches your catalog to recommend matching products with prices and direct links, answers questions using your store's return and shipping policies, and looks up order tracking details for verified customer inquiries.

Group conversations with CC pause AI and Functions. Your team handles attachments, suspicious messages, automatic responses, and interrupted replies. Saved answers requiring media also need a teammate. Interactive product carousels, voice replies, and instant button actions are not available in email; recommendations and order details are written directly in clean email text.

Taking over or sending a teammate reply pauses AI. Resume AI for future emails applies to later messages in eligible conversations with one customer. It does not resend old replies or repeat interrupted Functions. Review Function activity before replying after an interrupted action.

Delivery and allowances

Only manual emails rejected before acceptance can use Retry rejected send. Mailbox and monthly recipient allowances appear on the Email page and can be adjusted by your administrator. Each To and CC recipient counts once per send. Usage resets at the start of each UTC calendar month. The owner’s agents share an allowance; separately billed store agents follow their own billing account. Incoming email continues when sending allowance runs out.

Disconnect or delete an address

Open the address from Integrations → Email, select Manage setup & settings, then open the Sender & AI settings tab. Both options are at the bottom of that panel.

Disconnect is reversible. Sending and automatic replies stop and the old forwarding destination stops working, but the address stays in your list so you can select Reconnect later.

Delete removes the address for good. Use it when you no longer need the address, or when you want to set it up again from scratch. Select Delete, read the confirmation, then select Delete permanently. Deleting:

• stops sending and automatic replies, the same as disconnecting
• cancels emails that were still waiting to send and returns their recipient allowance
• frees a mailbox slot on your plan, so you can connect a different address
• makes another connected address the default sender when the deleted one was the default
• keeps your past email conversations readable in the Inbox

Deleting cannot be undone. The setup you completed, such as DNS checks and forwarding tests, has to be repeated if you connect the address again later, and it becomes available to connect straight away. Other addresses on the same domain are unaffected. No DNS records are removed for you; remove them at your domain provider if nothing else needs them, and delete the forwarding rule at your email provider so customer messages are no longer sent to a destination that no longer exists.

Older conversations stay in your Inbox but no longer show the deleted address as their sender. A later reply in one of those conversations goes out from Fetchply’s standard reply address instead, and the customer’s answer still returns to the same conversation.

Attachments

Attach up to five files and keep outgoing files under 10 MB in total. Unsupported or excess incoming files are left out with a review notice. Very large emails may be rejected before reaching Fetchply. Ask the sender to split them into smaller messages.

Troubleshooting

Forwarding stays unverified

Check that automatic forwarding is enabled for the correct address and exact destination. Complete your provider’s confirmation. Some organizations block external forwarding; ask your administrator to allow it. Wait one minute between tests. Manual forwarding does not reliably preserve sender and reply information.

Sending stopped after a domain change

Select Check DNS records and restore missing records. Verify the optional return path or remove it. Contact support if an administrator paused the mailbox.

Team email stopped arriving after I chose Direct MX

This happens when the mail record for a main domain is pointed at Fetchply while staff mailboxes still live there. At your domain provider, remove the mail record you added for that domain and restore the one your email provider asks for; your provider publishes the exact value. Delivery usually returns within an hour, and senders normally retry messages that failed in the meantime.

Then connect the address again on a subdomain such as help.yourbusiness.com, or choose Forwarding to keep the address on your main domain. Disconnect or delete the mailbox you no longer need.

No DMARC policy found

This is a recommendation, not an error. Setup lists the record to add in the table, marked Recommended. Add it at your domain provider and select Check DNS records again. You can activate the mailbox and send email before adding it.

An email needs review

Check the sender, recipients, files, and conversation context. Automatic replies are withheld when a message cannot safely continue the conversation. An email address alone is not proof of customer identity when sharing private information.

A recipient is suppressed

Check the address and contact your administrator. Remove a suppression only after correcting the address and confirming the recipient wants email again.

I disconnected or changed providers

Disconnecting stops future sending and invalidates the old forwarding destination. Remove that rule at your provider. To reconnect, select Reconnect and complete setup with the new destination. History remains under your normal retention settings.

“This address is already connected”

The address is still in your list, most often as a disconnected address. Open it and select Reconnect to continue with the existing setup, or Delete it and connect it again from scratch. If the message says the domain belongs to another account, contact support instead; repeated setup attempts do not transfer it.

I deleted an address by mistake

Deleting cannot be undone, but you can connect the address again: select Connect business address, enter the same address and sender name, and complete the DNS, receiving, and test steps as you did the first time. Your earlier conversations stay readable in the Inbox and are not reattached to the new setup, so replies in them use Fetchply’s standard reply address.

Delete is not available for this address

Deleting is blocked while an administrator has paused the address, which shows as a message asking you to contact support. Contact support to resolve the pause first. If the delete confirmation reports a temporary problem instead, wait a moment and try again; nothing is removed until it succeeds.

Another account connected this domain

Use the existing mailbox if it belongs to your account. Otherwise contact support to verify ownership and arrange a transfer. Repeated setup attempts do not transfer a domain.

See Email branding for shared appearance settings.

Why did an email with a signature need review?

Images embedded in the email, including signature images, appear as attachments when supported. Emails with attachments require a teammate to review them. Unsupported or oversized files are called out in the conversation; ask the sender for a supported file or a smaller attachment.

What happens after changing plans?

Existing mailboxes and conversations remain. You cannot connect more addresses while you are over the new mailbox allowance; disconnecting or deleting an address you no longer use frees a slot. Sending pauses when the new recipient allowance is exhausted, while incoming emails continue to arrive. Choose another mailbox as default before removing the default selection; disconnecting or deleting it selects another connected address when one exists.

When should I choose Direct MX instead of Forwarding?

Choose Direct MX when the address lives on a domain or subdomain with no other mailboxes, such as [email protected]. Choose Forwarding when you want to keep an address on the domain your team already uses with Google Workspace or Microsoft 365, such as [email protected]. Forwarding never changes where your existing email is delivered.

Do I need to buy a new domain to use a subdomain?

No. A subdomain such as help.yourcompany.com is part of the domain you already own and costs nothing extra. You create it by adding the records Fetchply shows for that name at the same provider where you manage your domain. Most providers ask only for the short host part, such as help, and fill in the rest of the name for you; a few expect the full name. Your team’s existing mailboxes are unaffected either way.

Fetchply asked me to confirm my main domain. What does that mean?

It means you chose Direct MX for an address on your main domain, which would move delivery for every mailbox on it to Fetchply. Take one of the suggested subdomain addresses if anyone else receives email at that domain. Only confirm and continue when the domain has no other mailboxes.