Inbound Email

Overview

Every ReleaseTag project has a unique inbound email address in the format:

<org-slug>-<project-slug>@inbound.releasetag.com

When a customer sends an email to this address, ReleaseTag automatically creates a conversation, identifies the customer, and runs AI analysis to extract insights. You can reply to customers directly from the ReleaseTag dashboard, and the conversation threads naturally via email.

How it works

1. A customer sends an email to your project's inbound address
2. ReleaseTag creates a conversation (or threads into an existing one if the customer has an open conversation)
3. Attachments are stored securely
4. AI automatically analyzes the message and extracts insights
5. If email forwarding is configured, the message is also forwarded to your team's email

Finding your inbound email address

1. Go to Project Settings
2. Select the Inbound Email tab
3. Your project's email address is displayed at the top of the section
4. Click Copy to copy it to your clipboard

Sharing the email address

You can share your inbound email address with customers in several ways:

• Add it to your app's "Contact Us" or "Send Feedback" screen
• Include it in your app's help documentation
• Use it as a support email address on your website
• Set it as a mailto link so customers can tap to compose an email

Email forwarding

You can optionally forward all inbound emails to another address (e.g. your team's support inbox). This lets you keep your existing email workflow while also having conversations tracked in ReleaseTag.

Setting up forwarding

1. Go to Project Settings → Inbound Email
2. Scroll to the Forwarding Address section
3. Click Add forwarding address
4. Enter the email address to forward to
5. Click Save

A confirmation notification is sent to the forwarding address when it's set up. Forwarding happens in addition to normal processing — conversations are still created in ReleaseTag regardless of whether forwarding is enabled.

Conversation threading

ReleaseTag automatically threads related emails into the same conversation. If a customer sends a follow-up email while they have an open conversation, the new message is added to the existing conversation rather than creating a new one.

When you reply from the ReleaseTag dashboard, the customer receives your reply as a normal email. If they reply back, their response threads into the same conversation.

Attachments

File attachments sent by customers are automatically stored and available for download from the conversation view. Common attachment types like screenshots, logs, and documents are supported.

Regenerating the email address

If you need a new inbound email address (e.g. after renaming a project), you can regenerate it:

1. Go to Project Settings → Inbound Email
2. Click Regenerate Email
3. Confirm the action

Warning: The previous email address stops working immediately. Make sure to update any places where you've shared the old address.

Troubleshooting

Emails not appearing

• Double-check the inbound email address is correct (copy it from Project Settings to avoid typos)
• Emails may take a few seconds to appear after being sent
• Check that the email wasn't caught by the sender's spam filter before being sent

Duplicate conversations

• ReleaseTag threads emails from the same customer into existing open conversations automatically
• If a previous conversation was closed, a new one will be created
• Duplicate detection prevents the same email from being processed twice

Privacy & Security

• Inbound emails are processed via secure webhooks with token authentication
• Attachments are stored in encrypted S3 storage
• Email content is only accessible to members of your organization
• Forwarded emails are sent via Postmark's secure email infrastructure

Support

Having trouble? Contact us at support@releasetag.com