Note

1. If the email is from an existing Contact, the pipeline record created will be associated with that contact.
   
2. If the email is from a new customer then a contact record will be created with the sender's email address and it will be associated with the pipeline record.
   
3. The IMAP address cannot be used as the sender address when sending emails in email-in.

1. Install Email-in Topping
   
2. Create an email alias
   

Install Email-in Topping

1. Log in to your Bigin account with administrator privilege.
   
2. Go to Settings > Integration/Toppings.
   
3. Search for Email-in > Click Install.
   

Create an email alias

1. Go to Settings > Integrations > Toppings > Email in.
   
2. Click Add Email Alias.
   
3. In the Create Email Alias window,
   
1. Enter the email alias.
   The alias will contain bigin.com domain. For example, if you enter 'sales.zylker' then the email alias will be sales.zylker@bigin.com.
2. Enter a name for the alias.
   
3. Choose a Pipeline from the dropdown to which the records will be added.
   
4. Assign an owner to the records from the dropdown list. All the records added via this alias will be assigned to the selected user.
   
5. Add relevant Tags, if applicable.
   The chosen tag will be added to all of the records added via this alias.
   
4. Click Save.
   

1. During Email-In's installation process, all active users' domains and confirmed email addresses will be included as custom from addresses for Email-in. Anytime after that, whenever a new user is added to this Bigin account, the new user's email address and confirmed organization emails will also be added automatically.
2. You can validate the email domains for both the primary server and the Email-In server based on your requirements. For example, if you want to use a particular domain only for sending emails from Email-In, then you can validate that domain for the Email-In server alone. Email addresses whose domains aren't verified are shown with a red alert icon. 
   
   

Automatically reopen closed records

1. Go to Setup > Topping > Install the Email-In topping. Create email aliases to receive support tickets through emails.
   
   
2. Toggle on the Reopen closed records on reply option to reopen records.  
   
   
3. Set the open and closed stages. Closed stages refer to the stage(s) from which a record should reopen, and open stages refer to the stage(s) to which a reopened record should move after receiving an email.
   Example: Let's say a support team has implemented a well-structured set of various stages for handling tickets. The primary stages are designated as "open,” which a support ticket enters when it's initially created, and wherein the team addresses the customer's inquiry or issue. Once the support team resolves the customer's problem or query satisfactorily, the ticket proceeds to a "closed" stage, such as "resolved". At this point, the ticket is considered resolved and removed from the active queue. In some cases, the customer may have further questions or issues related to the previously closed ticket. In such instances, the customer replies to the closed ticket, indicating a follow-up question or problem. Bigin will automatically reopen the ticket, moving it back to the appropriate "open" stage—"reopened," say—to receive the support team's attention.
4. You can choose from various closed stages and then select the particular open stage you wish to transition to.
   
   
5. Click Save. Now, when a record is moved to the "closed" stage and a customer responds to the ticket via email, the reopen closed records feature automatically moves the ticket back to the "open" stage.

Forward emails from your domain email alias

Managing records added via email-in

1. You can move the record to other stages in the pipeline by clicking the Stage dropdown.
   
   
2. Email conversations made in the same email thread can be found under the Conversations tab in a chronological sequence. New emails outside the email thread will be converted as a new record in the pipeline.
   
   
3. You can reply to the email from the Conversations tab itself.
   
   
4. Similar to Notes in record details page, you will find Comments option in the Conversations tab. These comments are for internal use and other users in your org can be tagged in a comment.
   
   

Uninstall Email-in topping  

1. Go to Settings (  ) > Toppings > Marketplace > Installed tab.
   
2. In the Email-in click Uninstall.