Email inbox: support emails as chats
Emails to support@yourcompany.com land in Pong as chats, next to the site chats of the same people. Replies go back by email, in the same thread.
Connect a mailbox
- Open Settings → Email inbox and enter your support address.
- We detect your mail service — Gmail / Google Workspace, Microsoft 365 / Outlook, Yandex, Zoho, Mail.ru, iCloud, Cloudflare Email Routing, Proton, Fastmail or other — and show the exact steps to forward its mail to your personal Pong forwarding address. No passwords needed for this.
- Many services send a confirmation before they forward. Pong catches it and shows the code or the link right in the settings, live.
- Press Send test, or just wait: the first email that comes through turns the mailbox on.
Working with email chats
- Email in the navigation lists email conversations. Emails sit next to the site chats of the same person, so you see the whole story in one place.
- Reply as in any chat. When the person’s last message came by email, your reply goes out by email, threaded with their message, with your signature.
- Their next email comes back into the same chat, without the quoted history.
- Automatic replies (out of office) and newsletters are skipped — each can be switched off.
Send from your own address
By default, replies are sent from Pong’s address on behalf of the agent, with Reply-To set to your support address, so answers still reach you. To send from your support address itself, connect its SMTP with an app password: we sign in right away to check it, store the password encrypted and use it only to send replies. If a send fails, the reply goes out from Pong’s address and the settings show why.
Proton Mail only sends through Proton Bridge, so with Proton replies keep coming from Pong’s address.
Sender name and signature
Set the sender name with {agent_name}, {agent_title} and {workspace}, e.g. “{agent_name} from {workspace}”, and a signature added to every reply.
What an email tells you
The client card shows what we learn from their emails: the mail app, the time zone and language of their emails, whether the sender passed DKIM, SPF and DMARC checks (spoofed senders stand out), their company domain, and whether your replies were opened. Opens seen through Gmail’s, Apple’s, Yahoo’s or Outlook’s image proxies are marked as such, since those hide the reader.
Developers get the same data as emailInfo in the REST API.