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Getting email working in Plain takes two steps: setting up sending (DNS records) and setting up receiving (email forwarding). Once done, every customer email lands in Plain as a structured thread with assignments, SLAs, and full context.
Email in Plain

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What you’ll need

  • Admin access to your DNS settings Required to add two DNS records for email authentication.
  • Admin access to your email provider Required to configure forwarding. For example, if you use Google Workspace, you’ll need access to the Admin Console.

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Choosing a support email address

Your support email must use your company’s own domain. Public providers like @gmail.com, @yahoo.com, or @icloud.com are not supported. Good options:
  • support@yourcompany.com
  • help@yourcompany.com
  • hello@yourcompany.com
  • contact@yourcompany.com
Personal addresses like sonia@yourcompany.com can work, but don’t scale as well or communicate team-based support.

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Setup steps

Complete these in order:
  1. Set up email sending. Add two DNS records so Plain can send authenticated emails from your domain. We recommend completing this step first; DNS changes need time to propagate before receiving will work correctly.
  2. Set up email receiving. Forward emails from your support address to Plain so inbound messages appear as threads.

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Optional configuration

Once the basics are working, you can also:
  • Add alternate addresses (e.g. billing@, security@) to handle multiple inboxes from one workspace
  • Set up BCC addresses to automatically archive all outbound emails to customers
  • Use email discussions to loop in colleagues or external parties on any thread without the customer seeing