Support is where customer email to your store arrives and where you answer it. It reads from the mailboxes you connect, and you can connect as many as you use: contact@, support@, or the address of a second brand. Inboxes are managed at Support → Inbox settings → Inboxes.

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Connect an inbox

Click Connect an inbox. There are two ways to add one.

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A mailbox you created in DTCMail

If your store has a verified mail domain in DTCMail, the dialog lists the mailboxes on that domain that are not connected yet. Click Connect next to one and you are done. No password is needed, because the mailbox already belongs to your store. When your store has no DTCMail domain, or every mailbox on it is already connected, this list does not appear.

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Any other email provider (IMAP)

Under Other email provider (IMAP), enter: PlatformDTC signs in to the mailbox before saving it. If the details are wrong, you see the reason straight away and nothing is saved. A typo can’t leave you with an inbox that silently never fills up.

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Check that an inbox is healthy

Each inbox on the Inboxes list shows its status:
  • Checked 5m ago — the last time new mail was read from it.
  • Not receiving — reading has stopped. The error from the mail server is shown, with how long it has been happening. Fix the cause (usually a changed password) and reading picks up where it stopped.
  • No MX record — the address’s domain publishes no MX record, so mail cannot be delivered to it. Add an MX record at your DNS provider, or forward mail from wherever you receive it today. This warning appears only when there is a problem.

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Work every inbox from one place

With two or more inboxes connected:
  • Filter by inbox. Above the conversation list, choose All inboxes or a single address.
  • See where each email went. Every conversation shows the address the customer wrote to, in the list and at the top of the thread.
  • Choose who a new email is from. In New email, the From menu lists your connected inboxes. The first one is selected by default.
With a single inbox, none of this is shown, because there is only one answer.

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Disconnect an inbox

Click Disconnect on the inbox’s row and confirm. New email to that address stops arriving in Support, and it can no longer be chosen as the sender of a new email. Alerts about a new customer message link to https://platformdtc.com/support?conversation=…. The link opens that conversation directly, even when it is closed or not on the first page of the list. Make sure the store it belongs to is the one selected in the dashboard.