What is this?
The Email integration allows Dexra to act as a shared inbox for your support team. When customers email your support address, it creates a ticket in Dexra. When you reply from Dexra, it looks like a normal email to the customer.
Developer Documentation
How email behavior translates to conversation threads and API events.
1. Email Channel Overview
- Emails are treated as messages inside conversations.
- Threads are maintained via subject lines and headers (In-Reply-To).
- Conversations can span multiple email exchanges.
2. Message Flow
Incoming: Customer emails support → Dexra parses email → Creates Conversation → Triggers Webhook.
Outgoing: Agent replies in Dexra → Dexra sends via your SMTP/Gmail → Customer receives email.
3. User Identity
The Email address is the primary identifier. Dexra automatically merges profiles if a user chats on your website (identified via SBUser) and then emails you from the same address.
4. Webhook Events
When an email arrives, you receive a standard message payload with channel: “email”.
{
“event”: “message_in”,
“channel”: “email”,
“data”: {
“conversation_id”: “24680”,
“user”: {
“id”: “USER_13579”,
“email”: “customer@example.com”
},
“message”: {
“id”: “MSG_abc123”,
“subject”: “Problem with my account”,
“content”: “Hi, I cannot login.”,
“type”: “email”
}
}
}5. Backend Integration Patterns
- Transactional Emails: You can use Dexra’s API to send transactional messages (e.g., “Order Shipped”) that appear as emails to the customer but are tracked as conversations in your dashboard.
- Compliance: Email sending must respect anti-spam rules. Dexra handles unsubscribe headers automatically if configured.