Channels
Email Channel
Support email that’s fully yours: your domain, your logo, threaded in the same inbox as chat.
What it is
Connect your domain from the inbox: publish three CNAME records, Iris verifies them automatically, and from then on every reply goes out as support@yourdomain.com, DKIM-signed. Forward your existing support address to your workspace’s private ingest address and incoming mail becomes conversations, right next to chat.
Both directions look right. Incoming HTML mail renders rich in the inbox — formatting intact, with the quoted history of a long back-and-forth collapsed behind a click, so you read the new part, not the whole archaeology. Replies go out as branded HTML — your logo, clean formatting, each agent’s own signature, a plain-text alternative for strict mail clients — and thread properly on both sides, so the conversation looks right in Gmail and Outlook too.
How you’d use it
D2C brand
You’ve had support@yourbrand.com for years — keep it. Set a two-minute auto-forward and customers never see a new address, while your team gets assignment, notes, tags and SLA on every email.
Course creator
A student needs their invoice: compose a new email from the inbox, attach the PDF, send. Their reply threads straight back into the same conversation — no switching to a personal Gmail tab.
Growing team
Chat and email stop living in different tools. The same saved views, the same macros, the same keyboard shortcuts work on both — one queue instead of a chat tool plus a shared Gmail login.
Switching from a helpdesk
Iris threads on standard email references, so ongoing conversations keep threading correctly through the migration — on your customers’ side, nothing visibly changes.
Get more out of it
Verify before your first send
DKIM alignment is what keeps you out of spam folders. Publish the three CNAMEs and let Iris confirm them — it checks automatically every 30 seconds until your domain flips to Verified.
Keep the forward, close the tab
You never hand over MX records or migrate a mailbox — an auto-forward rule in Google Workspace or Zoho takes two minutes and is just as easy to undo.
Use compose for outbound you’d otherwise forget
The “your replacement shipped” or “here’s that invoice” email starts a tracked conversation assigned to you — so when the customer replies next week, it lands with context instead of starting from zero.
Attach the real file
Up to five attachments per email, 10 MB each, PDFs included — sent inside your branded template, not as a link to a third-party host.
One editor for everything
The same rich-text editor writes chat replies and email. Bold, links and images arrive as proper HTML on the customer’s side — write once, stop thinking about formatting. Set your signature once in your profile and it rides every email you send.
Your sending reputation is defended for you
An address that hard-bounces or marks your mail as spam is suppressed automatically — the next send is blocked with a plain explanation instead of quietly burning your domain. And when your DMARC policy is strict, the Advanced setting adds a custom MAIL FROM so the envelope sender is your subdomain too, not just the signature.
Send support email from your own domain.
Your workspace takes about a minute to create — no sales call, no credit card.